IT Help Desk Analys

Role Description The IT Help Desk Analyst will provide remote technical support to staff, volunteers, and program participants, ensuring that digital tools and platforms used by You(th)SpacesAfrica run smoothly and securely. This part-time role involves responding to IT support requests, diagnosing and resolving hardware, software, and network issues, and escalating complex problems to specialized technical resources when needed. The analyst will assist with account setup, access permissions, and basic user training for collaboration tools, communication platforms, and program-related applications. Day-to-day tasks include monitoring system performance, maintaining documentation of common issues and solutions, and supporting initiatives that strengthen digital inclusion and data security. The role requires regular communication with users, clear documentation of incidents, and proactive identification of recurring technical problems.
Qualifications
Candidates should possess strong Information Technology and Troubleshooting skills to diagnose and resolve common software, hardware, and connectivity issues.
Candidates should possess Network Administration and Network Security skills to support basic network configuration, access control, and safe use of online platforms.
Candidates should possess Customer Service skills to provide patient, clear, and empathetic support to diverse users with varying levels of digital literacy.
Familiarity with remote support tools, collaboration platforms (e.g., email, video conferencing, shared drives), and ticketing or issue-tracking systems is beneficial.
Strong communication skills, attention to detail, and the ability to document procedures and incidents clearly are required.
Ability to work independently in a remote, multicultural, youth-centered environment and manage part-time hours effectively.
Relevant certification or coursework in IT support, computer science, or a related field is an advantage; prior experience in non-profit or social impact contexts is a plus.

Work arrangement
No