ICT Support Assistant

ORGANIZATIONAL OVERVIEW

The National Election Board of Ethiopia (NEBE), re-established by proclamation No. 1133/2011, is the constitutionally mandated body to conduct elections, organize referenda, and regulate political parties in Ethiopia. NEBE is working to boost its institutional strength with a special focus on the enhancement of human resource capacity. Accordingly, NEBE would like to invite applicants for the ICT Support Assistant Position who meet the following requirements.

 

Required number: One

Reports to: ICT Project Manager

Duty station: NEBE Headquarters, Addis Ababa

Duration: One year with the possibility of Extension

Salary: As per the organization’s salary scale (Competitive)

Job Summary

We are seeking a motivated and customer-oriented IT Support Assistant to join our IT help desk team. This is an excellent entry-level opportunity for someone looking to launch their career in IT. You will be responsible for providing first-line technical support to our employees, resolving basic IT issues, and escalating more complex problems to senior team members. The ideal candidate is a problem-solver with great communication skills and a strong desire to learn and grow in the IT field.

 

Duties and responsibilities

Help Desk & User Support:

● Provide first-level contact and problem resolution for all users via phone, email, chat, and in-person support.

● Troubleshoot and resolve issues related to hardware, software, network connectivity, and peripheral devices (printers, scanners, etc.).

● Clearly document, track, and monitor problems in the IT service management ticketing system (e.g., Jira, ServiceNow, Zendesk) to ensure a timely resolution.

● Escalate unresolved issues to the appropriate senior IT team members with detailed notes.

 

System & Account Administration:

● Perform user account management activities: creating, disabling, and unlocking accounts in Active Directory (AD) or other systems

● Assist with the setup, configuration, and deployment of new workstations, laptops, and software for new employees.

● Install, configure, and troubleshoot approved software applications (Microsoft 365, Adobe, etc.).

 

Maintenance & Documentation:

● Perform routine maintenance and updates on computer systems and equipment.

● Maintain an inventory of all IT equipment, software, and licenses.

● Create and update knowledge base articles and documentation for common issues and solutions to improve user self-service and team efficiency.

 

Collaboration:

● Work collaboratively with other IT team members on larger projects and initiatives.

● Learn from senior technicians and engineers to develop technical skills

Required Skills & Qualifications:

Education and Experience

● Education: Diploma in Information Technology, Computer Science, or a related field is preferred, but not required. Equivalent certification or practical experience will be considered.

● Certification: CompTIA A+ certification is a strong plus. Network+ or Microsoft Fundamentals (MS-900) are also beneficial.

● Experience: minimum 3 years of experience in an IT support or help desk role. Relevant internship or personal hands-on experience will be considered.

 

Technical Knowledge:

● Basic understanding of computer hardware, software, and operating systems (Windows 10/11, macOS).

● Familiarity with core Microsoft 365 applications (Outlook, Word, Excel, PowerPoint).

● Basic understanding of networking concepts (TCP/IP, DHCP, DNS, VPN, Wi-Fi).

● A strong willingness and ability to quickly learn new technologies.

 

Preferred Qualifications

● Experience with a ticketing system.

● Basic experience with Microsoft Active Directory or Azure AD for user management.

● Any hands-on experience with mobile device management (MDM) for iOS/Android.

Soft Skills & Personal Attributes

● Customer Service Superstar: A patient, friendly, and professional demeanor with a genuine desire to help people. This is the most critical skill.

● Communication: Exceptional verbal and written communication skills. Ability to explain technical concepts in simple, clear terms for non-technical users.

● Problem-Solver: Strong logical and analytical troubleshooting skills with a curiosity for figuring out how things work.

● Team Player: Eager to learn, accepts feedback, and works well collaboratively within a team.

● Reliable & Proactive: Highly organized, punctual, and able to manage multiple tasks and priorities. Take the initiative to find answers and learn.