Junior ITSM Technician Intern at One Acre Fund

Job Description

About the Role

Seeking a motivated Junior ITSM Technician Intern to provide first-level IT support, troubleshoot user issues, manage service requests, and deliver excellent customer service while developing practical ITSM and technical support skills.

Responsibilities

Service Desk Operation and Management

• Adhere to service desk policies, processes, and guidelines
• Provide first-level support for basic user inquiries under supervision.
• Escalate complex issues to higher-level technicians.
• Communicate with users to provide updates and clarify simple issues.
• Follow detailed procedures for troubleshooting hardware, software, and user errors.
• Assist in improving ticket documentation by logging essential details in the system.
• Outcomes achieved:
  • Timely responses to user inquiries.
  • Accurate documentation of service desk interactions.
  • Successful escalation of complex problems to higher-level support.

Documentation / Knowledge Management

• Follow and update basic documentation for common issues.
• Log communication and issue resolution according to ITSM procedures.
• Use existing diagnostic scripts and templates.

Resolution of Service Requests and basic incidents

• Resolve common requests/service requests, such as:
  • Basic troubleshooting of hardware and software.
  • User licensing and account setup.
  • Assist users with training and resolving user errors.

Career Growth and Development

We have a strong culture of constant learning and we deeply invest in our people. You’ll have weekly check-ins with your manager, access to mentorship and training, and regular feedback on your performance. We’ll hold career reviews every one-three months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and gain rewarding technical experience.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

Technical Skills:

• Foundational IT knowledge and basic troubleshooting skills.
• Familiarity with ITIL foundations and ITSM concepts.

Knowledge

• Understanding of organizational technology policy and service desk procedures.

Preferred Start Date: As soon as possible

Job Location: Kigali, Rwanda or Kakamega, Kenya