IT Support Specialist

TL;DR

IT Support Specialist: Providing global end-user IT support and resolving technical incidents/requests with an accent on maintaining accurate documentation, escalating complex issues, and improving service delivery. Focus on diagnosing hardware/software issues, managing user accounts, and supporting various end-user devices and applications.

Location: This position is based in Nairobi, Kenya, with capacity to work from home and occasional office visits.

Company

The hirify.global is a large international humanitarian non-governmental organization responding to humanitarian crises worldwide, helping people devastated by conflict and disaster.

What you will do

• Deliver Tier 1 and Tier 1.5 global end-user IT support, resolving technical incidents and service requests.
• Maintain accurate documentation in ServiceNow and escalate complex or unresolved issues to senior teams.
• Support user onboarding/offboarding, account updates, access provisioning, and equipment coordination.
• Contribute to service improvements by identifying recurring issues and participating in IT projects.
• Serve as a primary point of contact for end users, providing clear updates and communicating IT policies.
• Administer, configure, support, and troubleshoot end-user devices, infrastructure, and applications, including Windows/macOS, mobile devices, and Microsoft 365.

Requirements

• College degree or equivalent combination of education and certifications (e.g., CompTIA A+, Network+, ITIL).
• Minimum 1-3 years experience in a help desk or desktop support role.
• Strong hands-on troubleshooting and diagnostic skills for hardware, software, and connectivity issues.
• Working knowledge of Active Directory, Azure AD, Microsoft 365, and endpoint management tools (Intune, SCCM).
• Ability to analyze logs, perform root-cause analysis, and apply documented solutions.
• Excellent customer service, interpersonal, and strong written and verbal communication skills.

Culture & Benefits

• Work with a global humanitarian organization making a positive impact on millions of lives.
• Support for professional standards, integrity, service, equality, and accountability.
• Opportunity to mentor and support junior team members and interns.
• Flexible working environment with capacity to work from home and occasional office visits.
• Capacity to work shifts, including weekends.