Analyst, Tools

At Athena, we empower possibility through transformative delegation. True leaders reflect on what they want in life and map the path to get there. We clear the way by pairing exceptional Kenya-based EAs with our driven clients and ensuring both receive ongoing support throughout the journey. The result is 10x more leverage, more time, and a greater impact on our clients' work and lives.

With a waitlist growing by the day, Athena has already showcased compelling demand. As part of the Athena team, you will have an exponential opportunity, empowering the fiercely ambitious to reach the most audacious goals.

Role Overview

The Analyst, Tools & Access Management plays a vital role in securing and managing user identities and access permissions on all company digital platforms. This position is essential for safeguarding the company's digital assets, controlling access to information and systems, and ensuring a secure, seamless user experience.

Duties & Responsibilities

• Provide technical support and assistance in setting up secured accounts and workstations through remote access controls and backups.
• Responsible for Onboarding: setting up of Google workspace account for new hires
• Create email accounts and provide new team members with the necessary tools access based on the tools access matrix
• Coordinate with the various tools administrators to ensure that new team members are provided the necessary tools access based on the tools access matrix
• Create and add new team members to relevant email distro list and chat spaces
• Remove necessary tools access in case of offboarding
• Provide onsite technical support and troubleshooting for hardware, software and network issues.
• Install, configure, and maintain computer systems, peripherals, hardware software applications, with basic network troubleshooting..
• Diagnose and resolve technical problems in a timely manner, escalating complex issues to senior technicians, IT management or vendors as needed.
• Conduct routine maintenance and updates of systems and equipment.
• Train end-users on basic IT functions and best practices.
• Document technical issues, resolutions, and support processes for knowledge base maintenance.
• Ensure compliance with company policies and security standards during onsite visits.
• Collaborate with remote support teams and vendors to resolve issues and implement solutions.
• Perform troubleshooting issues, as well as tool performance monitoring and systems maintenance, as required for Athena's tools and applications
• Live chat support
• Reset expired email logins and work on password reset/lockout requests
• Conduct performance regular tools audits/reviews
• Track and monitor users' MDM enrollment, and send a weekly report on non-compliance to the team
• Escalate laptop issues and challenges
• Provide training and support to employees on the use of digital tools and technologies, ensuring they have the necessary skills to utilize them effectively
• Identify opportunities to streamline and improve existing processes through the implementation of digital solutions
• Ensure smooth transitions during organizational change and adoption of digital technologies
• Ensure that digital initiatives comply with relevant cybersecurity standards and regulatory requirements, and implement measures to protect digital assets and data
• Other tasks as assigned by the supervisor or manager.

Qualifications

Technical Skills

• Tech-savvy and quick to learn about technology
• Familiarity with ITIL processes and change management best practices.
• Proficient in Google Workspace administration and System monitoring tools and reporting platforms
• Basic knowledge of SQL, scripting, or automation tools
• Understanding of networking, identity management (OKTA), and MDM platforms (Jamf) and information security tools.

Soft Skills

• Strong critical thinking and analytical skills
• Verbal and written communication skills

Competencies

• Customer service-oriented
• Initiative and Accountability
• Collaboration and teamwork
• Willingness to work full time on-site.
• Willingness and available to work during the graveyard shift and has the flexibility to work at any day of the week

Relevant Experience Required

Previous experience in handling the same function for at least 2 years

Educational and Certification Requirements

Bachelor's Degree in Information Technology, Computer Science, Computer Engineering and other correlating fields.

Jamf MDM and ITIL Foundation Certification is a plus but not required.

Direct Reports and Span of Control

Individual Contributor