IT Helpdesk Support Specialist

About SOKO

SOKO is a socially responsible jewelry brand and manufacturing platform that links Kenyan artisans with international markets. The company focuses on delivering dignified, meaningful employment opportunities and fostering economic empowerment through fair pay and financial inclusion. Using a business model centered around social impact, SOKO supports artisan communities in achieving lasting economic sovereignty.

Role Overview

We are seeking a friendly and dependable IT Helpdesk Support Specialist to serve as the primary point of contact for technical assistance within our team. Operating mainly via Slack, you will monitor support channels actively, respond promptly and clearly to staff IT inquiries, and resolve issues either through chat or remote computer access. Your primary mission is to ensure smooth daily operations by providing helpful, pleasant IT support.

Key Responsibilities

• Constantly monitor Slack IT support channels during shifts, acknowledging new requests typically within 10 minutes.
• Troubleshoot and address common IT problems directly through Slack using simple language, supplemented by screenshots or brief screen recordings.
• When necessary, employ remote desktop tools (e.g., TeamViewer, AnyDesk, Chrome Remote Desktop) with user permission to resolve problems hands-on.
• Support routine office tech issues such as password resets, email/account access, printers, peripherals, Wi-Fi and VPN connectivity, software installation and updates, sluggish systems, and basic Microsoft 365 and Google Workspace concerns.
• Escalate complex issues to supervisors with clear documentation of attempted solutions; track progress until resolution.
• Record all support requests and outcomes in a ticketing or shared logging system, keeping users updated on open issues.
• Maintain a knowledge base of solutions and instructional guides to expedite responses and enable self-service.
• Assist with employee onboarding and offboarding tasks, including account setup, software installation, and access termination.
• Identify and report recurring problems, security risks (e.g., phishing attempts), and suggest improvements to the IT Manager.

Success Criteria

• Support requests acknowledged within 10 minutes and most problems resolved within 2 hours.
• Positive user feedback on support interactions, with staff feeling comfortable seeking help.
• All tickets are logged, escalated properly, and no issues remain unresolved without follow-up.

Qualifications

• Minimum two years of experience in IT support, helpdesk, or similar customer-facing technical roles.
• Strong problem-solving skills with Windows and macOS environments, common business applications, and basic networking knowledge including Wi-Fi, VPN, and DNS.
• Proficiency with remote support and screen-sharing technologies and ability to patiently assist non-technical users.
• Excellent written communication skills suited for Slack-based support including clarity, tone, and prompt responses.
• Reliable internet access and a proper home office setup.
• Ability to self-manage, maintain discretion, and adhere to security best practices as the role involves sensitive access to colleagues’ devices and accounts.

Desirable Skills

• Experience managing Microsoft 365 and/or Google Workspace admin tasks.
• Familiarity with ticketing platforms like Jira Service Management, Zendesk, Freshdesk, or Slack-based helpdesk tools like Halp.
• Basic scripting or automation knowledge such as PowerShell or Bash.
• IT certifications including CompTIA A+, Network+, Google IT Support, or Microsoft Fundamentals.

Additional Information

This position supports a remote work environment on a contractual basis. Candidates should demonstrate a commitment to timely, patient, and expert assistance delivered with a positive, user-friendly attitude.

Application Instructions: Interested applicants should send their CV and a brief description of a challenging IT problem they resolved for a non-technical person to the recruitment email provided, using the subject line "Remote Helpdesk - [Your name]".