FHI 360 NGO Temporary User Support Associate Jobs in Kenya

FHI 360 NGO Temporary User Support Associate Jobs in Kenya


  • The User Support Associate 1 provides support to end-users, internal users, or partners.

  • Serves as the liaison between the IS department and the end user on issues related to desktop computers, laptops, printers, network connectivity and remote access.

  • Also, provides first line support to end users for PC, server or mainframe applications, and hardware.

  • Simulates or recreates a process to resolve operating difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

  • Prepares PCs for deployment and provide education and/or training to end user.

  • Handles basic support of hardware, applications and operating systems, technical consultation and networking.

    Accountabilities

  • Provides first line support to end users for PC, server or mainframe applications, and hardware through troubleshooting.

  • Simulates or recreate processes to resolve operating difficulties and recommending system modifications to improve performance.

  • Interacts with networking services, software systems, and applications as appropriate for problem resolution.

  • Prepares PCs for deployment and provide education and/or training.

  • Assists in supporting and training company users about online communication services and client hardware and software operating environments.

  • Serves as a productive project team member by completing assigned tasks.

  • Performs software installations on company computers and configures applications as specified.

  • Responds to help desk hotline and maintains accurate information within the IS tracking system.

    Applied Knowledge & Skills

  • Working knowledge and understanding with a variety of technologies to effectively support end- users.

  • Understands basic operation of functional units.

  • Excellent oral and written communication skills.

  • Ability to interact with a broad range of end-users and use various technical resources to provide support.

  • Demonstrates ownership of customer issues and independently seeks solutions.

  • A willingness to increase knowledge and update skills as required.

  • Ability to communicate effectively and tactfully with all levels of staff, individuals from diverse cultures, and the public.

  • Ability to multi-task and self- motivate through assignments and routines.

    Experience

  • 2-3 years of experience providing end-user phone support for current PC desktop and application software OR installing, upgrading, troubleshooting and repairing personal computers in a network environment.

  • Proficiency with MS
    Office Suite (Word, Outlook, Excel, PowerPoint, Access) and data entry /accounting systems.

    Vocational or specialized training

  • Prior work experience in a non-governmental organization (NGO).

    Problem Solving & Impact

  • Works on assignments that are routine in nature.

  • Has ability to recognize situations that deviate from accepted practice and seeks managerial advice prior to taking action.

  • Errors may affect departmental function and ability to meet deadlines.

    Supervision Given/Received

  • Works under direct supervision and follows specific instructions; work is subject to regular review.

  • Works independently on tasks, developing own work schedule and monitoring progress against defined parameters.

  • Does not change procedures without supervisor’s approval.

    Technology to be Used

  • Personal Computer, Microsoft Office (i.e. Word, Excel, PowerPoint, etc.), e-mail, telephone, printer, calculator, copier, cell phones, PDAs and other hand held devices.

    Travel Requirements

    Less than 10%

    Typical Physical Demands

  • Typical office environment. Ability to sit and stand for extended periods of time

  • Ability to lift 5-50 lbs.

    Education

  • Bachelor’s Degree in Computer Science, Information Technology or equivalent
    Microsoft Certified Professional (MCP)
    Other certifications such as ITIL, MCSE, A+, N+
    Degree in Computer Science, Information Technology or equivalent
    Experience:

  • 0-3 years of experience providing end-user phone support for current PC desktop and
    application software OR installing, upgrading, troubleshooting and repairing personal
    computers in a network environment.
    Proficiency with MS Office Suite (Word, Outlook, Excel, PowerPoint, Access) and data entry
    Experience in supporting Microsoft Operation Systems
    Prior work experience in a non-governmental organization (NGO).

  • Or an equivalent combination of relevant education and/or experience sufficient to successfully perform the key responsibilities of the job.


    How to Apply

  • For more information and job application details, see; FHI 360 NGO Temporary User Support Associate Jobs in Kenya


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