IT Support Specialist Job at International Rescue Committee (IRC) - Nairobi, Kenya (2026)

Are you ready to make a difference in the world of humanitarian technology? The International Rescue Committee (IRC) is on a mission to find a dedicated IT Support Specialist to join their dynamic team in Nairobi, Kenya. But here's where it gets exciting: this role isn't just about fixing tech issues; it's about empowering lives and communities. Let's dive into the details and explore why this opportunity is a game-changer for tech enthusiasts and humanitarians alike.

A Global Impact, Right Here, Right Now

The IRC, founded by the iconic Albert Einstein, has been at the forefront of humanitarian aid since 1933. With a presence in over 40 countries and 29 U.S. cities, they respond to crises, restore safety, and offer opportunities to millions. Imagine being part of a team that directly contributes to this global impact! This full-time role in Nairobi is your chance to make a tangible difference in the lives of those affected by humanitarian challenges.

The Role: IT Support Specialist

As an IT Support Specialist, you'll be the first line of defense for IRC staff, ensuring they have the tools and systems they need to do their life-changing work. Your responsibilities will span across various aspects of IT support, including:

• End-User Technical Support: Providing assistance to users, from troubleshooting hardware and software issues to guiding them through complex digital tools.
• Incident Management: Documenting and resolving incidents, and escalating unresolved issues to ensure swift action.
• Service Improvement: Contributing to initiatives that enhance the overall IT service and operations.
• Asset and Documentation Management: Keeping track of IT assets and maintaining comprehensive documentation for efficient operations.
• Mentorship: Guiding and supporting junior team members in their professional growth.

Key Responsibilities: Where Tech Meets Humanity

1. Service Delivery & Operations:

   • Documenting incidents, resolutions, and procedures in ServiceNow.
   • Monitoring ticket queues and ensuring timely resolutions.
   • Escalating unresolved issues with clear technical context.
   • Supporting onboarding and offboarding processes.
   • Identifying recurring technical issues and recommending improvements.
   • Contributing to automation and service optimization.
   • Providing AV support when needed.

2. Customer Service & Communication:

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   • Serving as the primary contact for Tier 1 and Tier 1.5 support.
   • Communicating technical concepts clearly to non-technical users.
   • Setting realistic resolution timelines.
   • Collaborating with engineers, vendors, and infrastructure teams.
   • Maintaining comprehensive ticket documentation.

3. Technical Responsibilities:

   • Providing phone, remote, and on-site support.
   • Diagnosing hardware, software, and connectivity issues.
   • Supporting Windows and macOS environments.
   • Configuring and maintaining end-user devices.
   • Troubleshooting Microsoft 365 applications.
   • Managing user accounts in Active Directory and Azure AD.
   • Supporting VPN, LAN, Wi-Fi, DNS, DHCP, and authentication systems.
   • Deploying and imaging workstations.
   • Assisting in responding to security-related incidents.

4. Documentation & Administration:

   • Creating and updating knowledge base articles.
   • Maintaining accurate ticket notes and records.
   • Tracking incident trends and supporting SLA compliance.
   • Managing IT inventory and licensing.
   • Aligning ticket prioritization with Service Desk leadership.

5. Mentorship & Collaboration:

   • Supporting junior staff and interns.
   • Providing coaching and performance feedback.
   • Participating in performance reviews.
   • Contributing to cross-functional collaboration.

Education & Certifications: Your Tech Toolkit

To excel in this role, candidates should have:

• A college degree or equivalent professional experience.
• Relevant certifications such as CompTIA A+, Network+, Microsoft 365 and Azure AD, Active Directory management, ITIL or IT service management practices, Endpoint management tools (Intune, SCCM), and Networking fundamentals (TCP/IP, DNS, DHCP, VPN).

Experience in MFA and identity management is highly desirable.

Experience & Skills: Your Tech Journey

• 1-3 years of help desk or desktop support experience.
• Strong troubleshooting and diagnostic skills.
• Knowledge of enterprise desktop systems and applications.
• Experience with Active Directory and Microsoft 365.
• Ability to conduct root-cause analysis.
• Strong organizational and multitasking abilities.
• Excellent customer service skills.
• Clear written and verbal communication.
• Ability to work independently and collaboratively.

Working Environment: Where Tech Meets Kenya

Based in Nairobi, Kenya, this role offers the opportunity to occasionally work remotely. Flexibility to work shifts, including weekends, may be required. The role is an in-person position with remote flexibility, allowing you to strike a balance between office and remote work.

Professional Standards: Your Commitment to Excellence

All IRC staff must uphold the organization's professional standards, guided by core values of integrity, service, equality, and accountability. The IRC enforces strong safeguarding, fiscal integrity, and ethical conduct policies, ensuring a secure and respectful workplace.

Why Join the IRC? Because Every Role Matters

• Purpose-Driven Work: Contribute directly or indirectly to humanitarian impact, supporting communities affected by crisis.
• Global Impact: Collaborate across continents, cultures, and time zones within a globally recognized humanitarian organization.
• Innovation & Excellence: Champion data-driven strategies and evidence-based solutions to address complex global challenges.
• Supportive Community: Prioritize safety, continuous learning, and professional growth within a supportive environment.

Recruitment Process: Your Journey to Impact

The typical recruitment process includes:

• Initial screening with the recruiting team.
• Interview with the hiring manager or stakeholder.
• Final technical or panel interview.
• Reference checks.
• Background verification before the final offer.

Processes may vary depending on the role and location.

Apply Now: Your Tech Adventure Awaits

Are you ready to embark on a tech journey that makes a real difference? Visit the official website to apply: https://theirc.wd1.myworkdayjobs.com/ExternalCareers/job/Nairobi-IHUB-Kenya/IT-Support-SpecialistJR00002029.

For more opportunities like this, follow us on Facebook, Instagram, WhatsApp, Twitter, LinkedIn, and Telegram. Remember, at Global South Opportunities, we're not just about finding jobs; we're about empowering individuals to make a global impact. So, what are you waiting for? Apply now and let's create a better world together!