IT Associate

Title: IT AssociateReports to: Senior HR & Administration ManagerLocation: NairobiGrade: 5TechnoServe Background: Everyone deserves the opportunity to build a better future. This simple idea has been at the heart of TechnoServe’s work around the world for over 50 years. TechnoServe is a pioneer in leveraging the power of businesses and markets to create sustainable pathways out of poverty.The low-income communities in which we work are full of enterprising people. Their small-scale farms and businesses are the keys to economic development. But they face many challenges: low literacy, lack of access to jobs and markets, unpredictable political dynamics and, increasingly, the effects of climate change. For many women and young people, the challenges are even more daunting. Working with TechnoServe staff, people around the world are lifting themselves out of poverty. The results are amazing...when incomes increase and living conditions for families get better, they are able to access health care and education previously out of reach. Communities and even whole countries are better off.Position Description: The IT Associate will serve as the first line of support for all Kenya- and Tanzania-based project personnel, providing timely and effective assistance across a range of IT systems and equipment. This includes troubleshooting and maintaining/PC hardware, software, operating systems, local area networks (LANs), and internal applications.In addition, the IT Associate will support various information technology tools and devices such as mobile phones, tablets, boardroom Logitech systems, TV screens, CCTV cameras, scanners, printers, and other technology resources used by TechnoServe.We are seeking a technically skilled and solution-oriented professional who is not only adept at problem-solving but also brings curiosity and innovation to the role. The ideal candidate will have strong communication skills and a collaborative mindset, someone who can help programs think outside the box, explore digital possibilities, and design practical technology solutions that enhance efficiency and impact across our operations.Key And ResponsibilitiesUser Support (Kenya & Tanzania)Provide responsive in-person and remote IT support to staff, addressing technical issues efficiently through tools such as Atera (Service desk, remote access), phone, or virtual sessions.Oversee maintenance and servicing of printers and related equipment, ensuring consistent availability of toner and other supplies.Support the setup and use of boardroom technology (Logitech devices, TV screens, and related tools) for virtual and hybrid meetings.Configure and deploy new laptops following the Field Office Computer Build Checklist, ensuring readiness and user satisfaction.Conduct orientation and training for new users on TechnoServe IT policies, procedures, and system use. Infrastructure and Systems AdministrationCoordinate installation and configuration of new hardware and software for new and existing offices.Ensure all PCs and laptops are properly configured, have current antivirus and security updates, and are maintained in optimal working condition. Propose and implement corrective actions where needed.Maintain a secure, reliable LAN/WAN environment, ensuring minimal downtime, proper configuration, and security of both wired and wireless networks.Perform troubleshooting of IT issues across all offices.Coordinate with regional and global IT teams to support system stability, troubleshoot escalated issues, and align with organizational IT standards.IT Policy, Security, and ComplianceSupport the implementation and maintenance of country-specific IT policies, procedures, and user manuals, ensuring adherence to TechnoServe standards.Manage access control systems, including onboarding new users and maintaining accurate access records.Maintain up-to-date inventories of all IT and communication assets, ensuring compliance with asset management policies.Contribute to and support digital and systems audits as directed. Asset and Equipment ManagementOversee Asset Tiger system administration, including user training, asset tracking, reporting, and lifecycle management.Ensure proper issuance, storage, and disposal of IT assets in line with policy.Advise on IT equipment procurement, providing clear technical specifications and conducting physical inspections upon delivery to confirm quality and compliance. Digital Tools, Innovation, and Capacity BuildingAdminister and manage Trello boards, onboard users, and train teams to use the platform effectively to enhance collaboration and workflow management.Serve as a member of the AI Taskforce, championing digital innovation, AI adoption, and technology-driven problem-solving across programs.Conduct periodic refresher training for staff on common office applications and new technologies to build digital literacy and efficiency.Collaborate with programs to explore and implement innovative digital solutions that address operational and programmatic challenges. Vehicle ManagementMonitor vehicle tracking systems to ensure compliance with authorized usage and speed limits.Liaise with service providers to troubleshoot and resolve any issues related to vehicle tracker devices.Qualifications And ExperienceBachelor’s degree in computer science, Information Technology, or a related field or at least 2–3 years of hands-on experience providing IT support in a multi-office or regional environment, preferably within an NGO or similar organizational setup.Proven experience in troubleshooting and resolving hardware, software, and network issues in Windows-based environments at both desktop and server levels.Demonstrated ability to install, configure, and maintain LAN/WAN infrastructure, including routers, switches, and wireless access points.Familiarity with server setup, data backup, and security protocols, with a solid understanding of cybersecurity principles.Experience with cloud-based collaboration tools (e.g., Microsoft 365, Google Workspace, Trello, etc.) and remote support systems such as Atera.Practical experience managing and maintaining IT assets and inventories using digital tracking tools such as Asset Tiger.Technical certifications such as MCP, CompTIA A+, Network+, CCNA, or equivalent are highly desirable.Strong interpersonal and communication skills, with the ability to translate complex technical concepts into clear, user-friendly language.A curious, innovative mindset with a demonstrated interest in exploring digital transformation, automation, and AI tools to improve efficiency.Proven ability to work collaboratively with cross-functional teams and to support the capacity building of staff through training and knowledge sharing.Familiarity with and commitment to strengthening local organizational capacity and fostering self-sufficiency in IT systems management.Success Milestones:First 30 Days – Orientation & FoundationFully onboard and familiar with TechnoServe’s IT systems, tools, and policies.Builds positive working relationships with the IT team and key staff in Kenya and Tanzania.Successfully supports basic user requests, equipment setup, and maintenance tasks under supervision.Demonstrates understanding of key operational processes such as ticketing, asset management, and system access control.By 90 Days – Independence & ContributionHandles routine IT support tasks and troubleshooting independently with minimal supervision.Actively contributes to ongoing IT maintenance and improvement projects.Identifies opportunities to streamline support processes and enhance user experience.Demonstrates reliability and responsiveness in managing user support requests and technical issues.By 180 Days – Ownership & InnovationLeads small IT improvement projects or components of larger initiatives, meeting set timelines and quality standards.Resolves complex technical issues efficiently, helping minimize system downtime.Demonstrates strong knowledge of organizational systems, networks, and digital tools.Actively participates in digital innovation efforts, proposing practical technology solutions to improve program operations.Recognized by peers and supervisors for proactive support, problem-solving, and collaborative communication.Applications will be reviewed on a rolling basisWe encourage all qualified individuals who share TechnoServe's vision of improving the lives of others through proven business solutions to apply.With our commitment to diversity, we are proud to be an equal opportunity employer and affirmative action employer and do not discriminate on the basis of gender, race, color, ethnicity, religion, sexual orientation, gender identity, age, HIV/AIDS status, protected veteran status, disability, and all other protected classes.We are also proud of our commitment to protecting staff, partners, and beneficiaries from abuse and exploitation and thoroughly vet all final candidates through rigorous background and reference checks.If you have a disability that affects your ability to use our online system to apply for a position at TechnoServe please contact Human Resources at recruitment@tns.org or call +1 202 785 4515