Junior Service Desk Technician - Internship

<h3>About One Acre Fund</h3> <p>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.</p> <p>To learn more, please see our&nbsp;<a href="https://oneacrefund.org/careers/why-work-here" target="_blank">Why Work Here</a> blog post.</p> <h3>About the Young Professionals Program</h3> <p>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.</p> <p>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.&nbsp;</p> <h3>About the Role</h3> <p><span style="font-weight: 400;">The Junior Service Desk Technician will provide basic first-level remote support to users, ensuring excellent customer service, and assisting in resolving user inquiries under supervision.</span></p> <h3>Responsibilities</h3> <p><strong>Service Desk Operation and Management</strong></p> <ul> <li>Adhere to service desk policies, processes, and guidelines</li> <li>Provide first-level support for basic user inquiries under supervision.</li> <li>Escalate complex issues to higher-level technicians.</li> <li>Communicate with users to provide updates and clarify simple issues.</li> <li>Follow detailed procedures for troubleshooting hardware, software, and user errors.</li> <li>Assist in improving ticket documentation by logging essential details in the system.</li> </ul> <p><strong>Documentation / Knowledge Management</strong></p> <ul> <li>Follow and update basic documentation for common issues.</li> <li>Log communication and issue resolution according to ITSM procedures.</li> <li>Use existing diagnostic scripts and templates.</li> </ul> <p><strong>Resolution of Service Requests and basic incidents</strong></p> <ul> <li>Resolve common requests/service requests, such as:</li> <li>Basic troubleshooting of hardware and software.</li> <li>User licensing and account setup.</li> <li>Assist users with training and resolving user errors.</li> </ul> <h3>Career Growth and Development</h3> <p><span style="font-weight: 400;">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.</span></p> <h3>Qualifications</h3> <p><span style="font-weight: 400;">Across all roles, these are the </span><a href="https://oneacrefund.org/work-with-us/application-process/qualifications/"><span style="font-weight: 400;">general qualifications we look for</span></a><span style="font-weight: 400;">.</span><span style="font-weight: 400;"> For this role specifically, you will have:</span></p> <ul> <li style="font-weight: 400;"><span data-sheets-root="1">Diploma/Bachelor's Degree in IT with 6 months of experience.</span></li> <li style="font-weight: 400;"><span data-sheets-root="1">Foundational IT knowledge and basic troubleshooting skills.</span></li> <li style="font-weight: 400;"><span data-sheets-root="1">Familiarity with ITIL foundations and ITSM concepts.</span></li> <li style="font-weight: 400;"><span data-sheets-root="1">Understanding of organizational technology policy and service desk procedures.</span></li> </ul> <p><span data-sheets-root="1">Nice to Have</span></p> <ul> <li><span data-sheets-root="1">Proficiency in speaking French(Rwanda applicants)</span></li> </ul> <h3>Preferred Start Date</h3> <p><span style="font-weight: 400;">As soon as possible</span></p> <h3>Job Location</h3> <p><span style="font-weight: 400;">Kigali, Rwanda</span></p> <h3>Benefits</h3> <p><span style="font-weight: 400;">Interns will be provided with a reasonable stipend for the duration of their contract.</span></p> <h3>Eligibility</h3> <p><span style="font-weight: 400;">This role is only open to citizens or permanent residents of&nbsp; Rwanda and Kenya.</span></p> <p><strong>Duration</strong></p> <p><span style="font-weight: 400;">6 Months</span></p> <h3>Application Deadline</h3> <p><span style="font-weight: 400;">21 April 2026. We hire on a rolling basis which means that applications are reviewed and processed on a continuous basis until a hire is made.&nbsp;</span></p> <p><em>One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an @<a href="http://oneacrefund.org/">oneacrefund.org</a>&nbsp;address. Please report any suspicious communication here (<a href="mailto:globalhotline@oneacrefund.org">globalhotline@oneacrefund.org</a>),&nbsp;<strong>but do not send applications or application materials to this email address.</strong></em></p> <p><em>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.</em></p> <p><em>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.</em></p>