Deskside Support Technician

About the role

We are looking for a Deskside Support Technician to provide first‑level technical assistance to end‑users in Kigali. Working two days a week on a B2B/freelance basis, you will ensure that desktop, laptop and peripheral issues are resolved quickly and efficiently while maintaining compliance with IT security standards.

Key responsibilities

• Deliver first‑level support for desktop and laptop hardware, software, and peripherals.
• Resolve incidents and service requests via ticketing systems within agreed SLAs.
• Perform basic IMAC (Install, Move, Add, Change) tasks for end‑user devices.
• Install, configure and support Windows OS, Microsoft Office, Outlook and standard business applications.
• Assist users with password resets, account unlocks and basic Active Directory administration.
• Provide deskside and remote support for printers, scanners and other peripherals.
• Log, track and document incidents using ServiceNow or similar ITSM tools, escalating when necessary.
• Support desktop imaging, software installation, system configuration and asset deployment.
• Assist with VPN connectivity, Wi‑Fi access, email configuration and basic network troubleshooting.
• Maintain accurate asset inventory records and update technical documentation.
• Ensure compliance with IT security policies, antivirus updates and standard support procedures.
• Deliver courteous, professional customer service and follow up to ensure ticket closure.
• Apply ITIL best practices for Incident Management and Service Request Management.

Required profile

• Level 1 technical support experience, preferably in a corporate environment.
• Ability to work onsite in Kigali for two days per week.
• Fluent in English and the local language.
• Comfortable with B2B/freelance contract arrangements.

Required skills

• Windows operating systems
• Microsoft Office and Outlook
• Active Directory basics
• ServiceNow or comparable ITSM tool
• VPN and Wi‑Fi troubleshooting
• Desktop imaging and software deployment
• Hardware troubleshooting for PCs, printers and scanners
• ITIL incident and request management processes
• Antivirus and security patch management
• Asset inventory management