ICT Support Assistant

JOB DETAILS: Position Summary: The ICT Support Assistant will support in delivering IT functions by maintaining IT systems and infrastructure across HFHU.

The role involves first-line user support, basic troubleshooting, hardware and software maintenance, data backup monitoring, and ICT inventory updates to ensure effective digital operations across the National Office and field locations.

Essential Duties and Responsibilities: User Support & Helpdesk Services Provide basic technical support for staff in using computers, printers, and software applications.

Log and escalate unresolved issues to the IT Support Specialist.

Set up user accounts, email access, and assist with password resets under supervision.

Weekly Jobs System & Network Support Assist in monitoring internet connectivity, printers, and LAN connections.

Help troubleshoot issues with hardware, software, and basic network problems.

Support user training in ICT policies, security awareness, and system usage.

Hardware & Software Maintenance Conduct regular preventive maintenance on computers and ICT equipment.

Assist in software installations, antivirus updates, and system upgrades.

Maintain the ICT asset register and help track equipment movements.

Data & Backup Support Support backup checks, especially for remote and field offices via TeamViewer or other tools.

Help document and archive data backups as guided.

Ensure secure storage and retrieval of backup data.

Administrative & Documentation Support Maintain ICT support logs and prepare summaries of common issues.

Assist in updating documentation such as ICT usage policies and training guides.

Communicate relevant ICT updates to staff using HFHU’s internal channels.

Cross-functional & Field Support Provide onsite and remote support to field offices during scheduled ICT maintenance or deployments.

Assist with ICT logistics during workshops, trainings, or Board/SMT meetings.

Minimum: Education: A Bachelor’s degree in Information Technology, Computer Science, Soft Ware Engineering or a related field.

Years of Related Experience: A minimum of 2 years of experience in an ICT support role through formal employment, internships, volunteering, or junior IT roles.

Qualifications: Preferred – in addition to minimum: Familiarity with Microsoft 365, Windows OS, antivirus software, and cloud tools among others.

Exposure to LAN/WAN troubleshooting or support of NGO ICT systems.

Required Knowledge & Expertise Basic knowledge of computer hardware, software, and operating systems.

Understanding of internet and email administration support.

Experience with helpdesk or ticketing systems is a plus.

Strong attention to detail, problem-solving, and documentation.

Good communication and teamwork skills.

Ability to maintain confidentiality and follow ICT policies.