IT Support Analyst

About the Role

We are hiring a detail-focused IT Support Analyst to deliver dependable technical assistance across hardware and software environments. This position supports the day-to-day stability of core IT services by handling initial device configuration, resolving common technical issues, and assisting employees with their technology needs. You will help keep systems running smoothly while following established incident and request handling processes.

Key Responsibilities

• Set up laptops and desktops by installing operating systems, drivers, and the required network settings.
• Check that devices meet baseline performance expectations, including CPU, RAM, network, and operating system requirements.
• Install and configure Microsoft Office 365 along with standard business software.
• Create, update, and manage user accounts in Windows and Office 365.
• Investigate and fix basic hardware and electrical problems such as high CPU or RAM usage and battery-related faults.
• Use diagnostic tools like ping, tracert, and DNS checks to identify network performance issues.
• Support troubleshooting for LAN and WAN connectivity challenges.
• Maintain correct network settings to help ensure reliable performance.
• Track IT assets assigned to users and keep inventory records accurate.
• Assist with moving and setting up equipment across different locations.
• Log, manage, and resolve support tickets through ITSM tools.
• Close requests and incidents in line with IT procedures and service standards.

Requirements

• Strong working knowledge of Windows operating systems.
• Hands-on experience with Microsoft Office 365 and productivity tools.
• Basic understanding of hardware parts such as CPU, RAM, batteries, and related components.
• Knowledge of LAN/WAN networking concepts and protocols.
• Experience using ITSM or ticketing platforms.
• Ability to use troubleshooting utilities such as ping, tracert, and DNS diagnostics.
• Good analytical thinking and problem-solving ability.
• High attention to detail and accuracy in work.
• Clear communication skills for end-user support.
• Ability to organize priorities and handle several tasks at once.
• A collaborative, service-oriented approach to teamwork.
• Proactive, dependable, and comfortable adapting to new tools and procedures.

What We Offer

• A chance to strengthen your foundation in IT support.
• Practical exposure to enterprise systems and workplace tools.
• A collaborative and fast-moving work environment.
• Opportunities for growth within IT operations.

Work Location

This is an on-site position based in Nairobi County, Kenya.

Additional Information

This role is centered on reliable support delivery, user satisfaction, and consistent service quality. The ideal candidate should enjoy solving technical issues, work well within structured support processes, and be able to adapt quickly to changing operational needs.