Bold opening: A mission-driven IT role awaits at a world-renowned humanitarian organization, and your tech skills can help scale life-saving operations across the globe. But here’s where it gets controversial: not all IT roles in crisis response get equal visibility or credit for the impact they enable. If you’re ready to blend technical prowess with meaningful service, this opportunity might be for you.
Overview
The International Rescue Committee (IRC) is seeking a capable IT Support Specialist to join its global Information Technology team in Nairobi, Kenya. This full-time, in-person position provides Tier 1 and Tier 1.5 support to end users across multiple regions, while contributing to service-improvement efforts and IT operations excellence.
Background
Founded in 1933 at the urging of Albert Einstein, the IRC operates in more than 40 countries and 29 U.S. cities, delivering relief to people affected by humanitarian crises and restoring safety, dignity, and opportunity worldwide.
Job Details
Job Requisition ID: JR00002029
Location: Nairobi (IHUB), Kenya
Employment Type: Full Time
Work Arrangement: In Person (with remote flexibility)
Role Summary
The IT Support Specialist delivers frontline technical assistance to IRC staff, ensuring reliable access to systems, infrastructure, and digital tools essential for humanitarian work. The role blends hands-on end-user support, incident management, service-improvement contributions, asset/documentation management, and mentorship of junior team members. It supports both on-site and remote users across global offices, including complex technology environments.
Key Responsibilities
1) Service Delivery & Operations
- Document incidents, resolutions, and procedures in ServiceNow
- Monitor ticket queues and ensure timely closure
- Escalate unresolved issues with clear technical context
- Support onboarding and offboarding processes
- Identify recurring issues and recommend improvements
- Contribute to automation and service-optimization initiatives
- Provide AV support as needed
2) Customer Service & Communication
- Serve as the primary contact for Tier 1 and Tier 1.5 support
- Translate technical concepts for non-technical users
- Set realistic resolution timelines
- Collaborate with engineers, vendors, and infrastructure teams
- Maintain thorough ticket documentation
Note: Strong interpersonal skills and professional communication are essential.
3) Technical Responsibilities
- Provide phone, remote, and on-site support
- Diagnose hardware, software, and connectivity problems
- Support Windows and macOS environments
- Configure and maintain end-user devices
- Troubleshoot Microsoft 365 applications
- Manage user accounts in Active Directory and Azure AD
- Support VPN, LAN, Wi‑Fi, DNS, DHCP, and authentication systems
- Deploy and image workstations
- Support MFA, SSO, and secure remote access
- Assist in responding to security-related incidents
This role demands solid troubleshooting abilities and familiarity with enterprise IT environments.
4) Documentation & Administration
- Create and update knowledge-base articles
- Maintain accurate ticket notes and records
- Track incident trends and SLA compliance
- Manage IT inventory and licensing
- Align ticket prioritization with Service Desk leadership
5) Mentorship & Collaboration
- Support junior staff and interns
- Provide coaching and performance feedback
- Participate in performance reviews
- Contribute to cross-functional collaboration
Reporting Structure
The role reports to Team Leads and collaborates closely with Service Desk teams, System Engineers, Desktop Engineers, Network Engineers, and external technology vendors.
Qualifications
Education & Certifications
- A college degree or equivalent professional experience
- Relevant certifications (examples): CompTIA A+ or Network+, Microsoft 365 and Azure AD, Active Directory management, ITIL or IT service management practices, endpoint management tools (Intune, SCCM), networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Experience with MFA and identity management is highly desirable
Experience & Skills
- 1–3 years of help desk or desktop support experience
- Strong troubleshooting and diagnostic abilities
- Knowledge of enterprise desktop systems and applications
- Experience with Active Directory and Microsoft 365
- Ability to conduct root-cause analysis
- Excellent organizational and multitasking skills
- Strong customer service and communication skills
- Able to work independently and collaboratively
Working Environment
- Based in Nairobi, Kenya, with occasional remote work
- May require flexibility to work shifts, including weekends
Professional Standards
All IRC staff uphold core values: Integrity, Service, Equality, and Accountability. The IRC enforces safeguarding, fiscal integrity, and ethical conduct policies to maintain a secure and respectful workplace.
Why Join IRC?
- Purpose-Driven Work: Contribute to humanitarian impact through technology.
- Global Reach: Collaborate across continents within a renowned organization.
- Innovation & Excellence: Use data-driven strategies to tackle complex challenges.
- Supportive Community: Emphasis on safety, ongoing learning, and career growth.
Recruitment Process
Typical steps include:
- Initial screening with the recruiting team
- Interview with the hiring manager or stakeholder
- Final technical or panel interview
- Reference checks
- Background verification before an offer
Note: Process steps may vary by role and location.
Application Details
This position offers IT professionals a chance to support humanitarian operations through reliable, scalable, and innovative technology systems. To apply, visit the official IRC Careers page for Nairobi – IT Support Specialist JR00002029.
Disclaimer
Global South Opportunities (GSO) is not the hiring organization. For inquiries, contact the official organization directly. Do not send applications to GSO. Due to high inquiry volumes, responses may be limited.
Would you be comfortable working in a high-impact humanitarian tech role, and what part of this position appeals to you most—the hands-on troubleshooting, the service-improvement work, or the chance to mentor others? Share your thoughts in the comments.
