Information Technology (IT) Assistant
Job Description
Job summary
To provide first-line technical support, routine maintenance, and user enablement across the Company’s IT
environment including end-user devices, network connectivity, printers/scanners, ERP and business
applications, and collaboration tools.
The role ensures incidents are resolved promptly, assets are well-managed, and IT controls are upheld in line
with Company policies, cybersecurity hygiene, and the Data Protection Act (Kenya). The IC Assistant underpins
production uptime by supporting shop-floor users and systems across shifts.
Roles and responsibilities
1. Service Desk & User Support
• Provide Tier-1 helpdesk support (in person, phone, tickets) for hardware, software, and connectivity
issues; escalate complex issues to the IT Officer/Manager.
• Install, configure, and troubleshoot desktops/laptops, printers, mobile devices, and approved
applications (email, office suite, collaboration tools).
• Support users with ERP login/access, basic navigation, and password resets per access-control
procedures.
2. Endpoint, Peripherals & Software
• Perform device imaging, antivirus/EDR checks, updates/patches, and routine health checks.
• Set up and maintain printers, labelers, barcode scanners, handhelds, and production-floor
terminals/HMIs.
• Maintain standard software catalog; ensure license use aligns with entitlements.
3. Network & Connectivity Support
• Conduct first-level checks on switches, Wi-Fi access points, cabling, and patching; log faults and assist
vendors/ senior IT staff during fixes.
• Monitor network availability on production lines and administrative blocks; promptly report
degradations.
4. Account Administration & Security Hygiene
• Create/disable user accounts as instructed, apply role-based permissions, and enforce MFA, password,
and data-handling policies.
• Execute basic security tasks (USB controls, email quarantine review under guidance, phishing
reporting).
• Support IT-led awareness campaigns on cyber hygiene and acceptable use.
5. ERP & Business Applications (Basic Support)
• Log ERP/application incidents; assist with first-line troubleshooting (navigation, data entry issues,
printers/forms).
• Support data quality routines (e.g., master data checks under guidance) and end-user refresher tips.
6. Asset, Inventory & Documentation
• Maintain accurate IT asset registers (tagging, movement, disposal preparation) and consumables
inventory.
• Keep tickets, SOPs, and knowledge-base articles up to date (how-to guides, FAQs).
• Assist with IT monthly reports (tickets, SLAs, asset status, incidents).
7. Vendors, Projects & Operations Support
• Coordinate site access and escort for IT vendors; verify work completion and documentation.
• Support rollouts (new PCs, Wi-Fi APs, software updates), DR tests, and small IT improvements.
• Provide on-shift/after-hours support as scheduled to sustain production uptime.
8. Compliance, Safety & Continuous Improvement
• Adhere to IT policies (security, backup, acceptable use) and the Data Protection Act.
• Observe HSE rules on the production floor (PPE, cable management, electrical safety).
• Recommend simple automation/standardization ideas to reduce repeat incidents.