About One Acre Fund

Founded in 2006, One Acre Fund equips 5.5 million smallholder farmers to make their farms more productive. Across nine countries that together are home to two-thirds of Africa's farmers, we provide high-quality farm supplies, tree seedlings, accessible credit, modern agronomic training, and a wide range of other agricultural services. On average, this model enables any farmer to increase their income and assets on supported land by more than 35 percent, while permanently improving their resilience. This is all made possible by our team of 9,000+ full-time staff, drawn from diverse backgrounds and professions. To learn more, please see our Why Work Here blog post.

About the Young Professionals Program

One Acre Fund’s Young Professionals Program offers high-performing African graduates meaningful internships and training opportunities at a high-performing, mission-driven organization. Our internships are paid and all interns can expect to receive substantive work assignments working on high-impact projects that support One Acre Fund's operations.

When joining, interns will participate in an onboarding program and receive training on how to design and execute projects. Over the period of your internship, you will get the opportunity to work with like-minded individuals and receive learning opportunities to build strong foundations for your future career.

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.

Job Location

Kigali, Rwanda or Kakamega, Kenya

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.

Diversity, Equity, Inclusion (DEI), and anti-racism

Diversity, Equity, Inclusion (DEI), and anti-racism are deeply connected to our organization’s mission and purpose. One Acre Fund aspires to build a culture where all staff feel consistently valued, represented, and connected – so that our team can thrive as professionals, and achieve exceptional impact for the farmers we serve.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.

• 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.
• Follow and update basic documentation for common issues.
• Log communication and issue resolution according to ITSM procedures.
• Use existing diagnostic scripts and templates.
• Resolve common requests/service requests, such as basic troubleshooting of hardware and software, user licensing and account setup, and assisting users with training and resolving user errors.

• Foundational IT knowledge
• Basic troubleshooting skills
• Familiarity with ITIL foundations and ITSM concepts
• Customer service
• Service request management
• Hardware and software troubleshooting
• Ticket documentation

• Foundational IT knowledge and basic troubleshooting skills.
• Familiarity with ITIL foundations and ITSM concepts.
• Understanding of organizational technology policy and service desk procedures.
• This role is only open to citizens or permanent residents of Kenya and Rwanda.