Vacancy title:
Junior ITSM Technician Intern

[Type: INTERN, Industry: Professional Services, Category: Computer & IT, Customer Service, Admin & Office, Social Services & Nonprofit]

Jobs at:
One Acre Fund

Deadline of this Job:
Wednesday, January 20 2027

Duty Station:
Nairobi | Nairobi

Summary
Date Posted: Wednesday, October 28 2026, Base Salary: Not Disclosed

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JOB DETAILS:

About the Role

Seeking a motivated Junior ITSM Technician Intern to provide first-level IT support, troubleshoot user issues, manage service requests, and deliver excellent customer service while developing practical ITSM and technical support skills.

Responsibilities

Service Desk Operation and Management

• Adhere to service desk policies, processes, and guidelines
• Provide first-level support for basic user inquiries under supervision.
• Escalate complex issues to higher-level technicians.
• Communicate with users to provide updates and clarify simple issues.
• Follow detailed procedures for troubleshooting hardware, software, and user errors.
• Assist in improving ticket documentation by logging essential details in the system.

Outcomes achieved:

• Timely responses to user inquiries.
• Accurate documentation of service desk interactions.
• Successful escalation of complex problems to higher-level support.

Documentation / Knowledge Management

• Follow and update basic documentation for common issues.
• Log communication and issue resolution according to ITSM procedures.
• Use existing diagnostic scripts and templates.

Resolution of Service Requests and basic incidents

• Resolve common requests/service requests, such as:
• Basic troubleshooting of hardware and software.
• User licensing and account setup.
• Assist users with training and resolving user errors.

Career Growth and Development

We have a strong culture of constant learning and we deeply invest in our people. You’ll have weekly check-ins with your manager, access to mentorship and training, and regular feedback on your performance. We’ll hold career reviews every one-three months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and gain rewarding technical experience.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

Technical Skills:

• Foundational IT knowledge and basic troubleshooting skills.
• Familiarity with ITIL foundations and ITSM concepts.

Knowledge

• Understanding of organizational technology policy and service desk procedures.

Benefits

Interns will be provided with a reasonable stipend for the duration of their contract. Rural area based fellows will be provided assistance in locating suitable housing.

Eligibility

This role is only open to citizens or permanent residents of Kenya and Rwanda.

Work Hours: 8

Experience: No Requirements

Level of Education: bachelor degree

Job application procedure

We hire on a rolling basis which means that applications are reviewed and processed on a continuous basis until a hire is made.

One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. 

We use a unique, hands-on interview process to ensure a great match.

We're constantly seeking exceptional leaders from a diversity of backgrounds and experiences. We strongly encourage applications from African professionals with deep local knowledge and investment in the communities we serve. Read more.

Here’s your quick guide to some of the common questions we hear about our application process. Read more.

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