Purpose

Provide practical end-user IT support

for computers, software, connectivity, user access, IT assets and common office technology.

SCOPE OF WORK

SCOPE OF WORK

• Diagnose and resolve desktop, laptop, peripheral, Windows and approved software issues.
• Install and configure approved software, drivers, printers, scanners and user devices.
• Troubleshoot LAN, Wi-Fi, internet connectivity and basic user network-access issues.
• Support approved user account setup, access changes and joiner/mover/leaver requests.
• Maintain accurate IT asset records, assignments, returns, repairs and configuration information.
• Maintain support/ticket records including reported issues, actions taken, solutions and outstanding items.
• Support employees with email, Google Workspace, Microsoft Office, shared folders and common office applications.
• Escalate infrastructure failures, cybersecurity incidents and privileged-access matters outside delegated scope.

QUALIFICATIONS & EXPERIENCE

QUALIFICATIONS & EXPERIENCE

Education: Diploma or Bachelor’s degree, recognized technical training, or equivalent demonstrated capability in Information Technology, Computer Science, Computer Support or a related field.;Experience: Minimum 2 years of relevant experience in IT support, desktop support, helpdesk, technical support or a related role.

REQUIRED SKILLS

REQUIRED SKILLS

• Windows and desktop/laptop troubleshooting
• User access and cybersecurity awareness
• Hardware, printers and peripherals
• IT asset and ticket management
• LAN, Wi-Fi and basic networking
• Microsoft Excel and Google Sheets
• Software and device configuration
• Google Drive, shared-file management and strong general computer skills

LANGUAGE

LANGUAGE

Working English and fluent Kinyarwanda. Mandarin Chinese is an added advantage.