DCA Kenya is seeking an IT Helpdesk Support Provider for our growing office and team. The candidate will be a skilled problem-solver able to communicate with users at all levels of technical proficiency, troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems and generally help prioritize issues and resolve in a timely way taking into account cost and efficiency considerations. S/he will work under the direction and supervision of the Procurement and Logistics Officer and provide remote support to field staff in several counties. Our ideal candidate will be a flexible and adaptive thinker who is good with communication and takes initiative to solve problems and maintain equipment.

General Responsibilities

The IT support function will coordinate and deliver various ICT related services in accordance with established DCA policies and procedures. They will provide responsive, professional service and technical support to staff to ensure efficient operation and use of DCA IT equipment and Internet services.

Deploy, configure, and maintain IT equipment, including networks, servers, and telecommunications. Troubleshoot and address issues to ensure optimal performance.
Configure and maintain applications, computer software and hardware- Keeping them in good operating conditions.
Support the Finance and Support Services office to maintain inventory of IT equipment, hardware, and software and ensure adequate supply and functionality.
Coordinate relationships with suppliers to facilitate delivery of IT-related services that meet DCA business requirements and needs.
Back-up data and recover lost data.
Serve as the first point of contact for DCA staff seeking technical assistance over the phone or email and walk them through the problem-solving process.
Determine the best solution based on the issue and details provided by staff.
Direct unresolved issues to the next level of support personnel.
Provide input and recommendations on IT policies, procedures, products or services such as product specifications and cost comparison.

Requirements

Minimum of five (5) years proven experience as a help desk technician or other customer support role.
Good understanding of computer systems, LAN systems, databases, mobile devices and current tech products and applications.
Ability to diagnose and resolve basic/ complicated technical issues.
Proficiency in English
Strong communication skills with the ability to communicate technical ideas and concerns in a non-technical manner.

Interested and qualified individuals are required to submit:

A cover letter highlighting brief explanation about the consultant and his/her experience/ability to undertake the assignment.
A detailed Curriculum vitae of the consultant detailing the academic, professional, and technical experience relevant to this assignment.
Copies of academic certificates.
At least three reference letters.
National ID and KRA Pin certificate.
Details of persons/firms (emails adress and mobile contacts) whom similar services have been offered.
A financial proposal (daily rate fee) for rendering the services.

The email subject should read: IT Consultant- DanChurchAid Kenya Tender No: DCA/06/05/2023