Senior Associate, IT

CLASP serves at the epicenter of collaborative, ambitious efforts to mitigate climate change and in the global movement for clean energy access, through appliance efficiency. Our mission is to improve the energy and environmental performance of the appliances & equipment we use every day, accelerating our transition to a more sustainable world. We work hand-in-hand with governments, experts, industry, consumers, donor organizations and others to propel policies and markets toward the highest-quality, lowest resource-intensive appliances possible.

CLASP has worked in more than 100 countries since our inception in 1999. CLASP is headquartered in Washington, DC, with teams in Europe, Kenya, India, China, and Indonesia. We are mission-driven and committed to a culture of diversity, transparency, collaboration, and impactful work. See our Team Page to learn more about us.

The Senior Associate, IT will play a critical role in ensuring smooth and secure operations of CLASP’s technology infrastructure in the Kenyan office and support the broader CLASP operations. This includes maintaining systems, providing user support, managing equipment, and liaising with global IT colleagues to implement IT policies and projects.

The ideal candidate is a proactive problem-solver with a passion for technology, strong interpersonal skills, and the ability to work collaboratively in a multicultural environment.

The Senior Associate, IT is the first point of contact for technical assistance across CLASP. This person will support staff in Kenya and globally, troubleshoot issues, manage systems, and help implement digital solutions that enable our mission-driven work. The ideal candidate will be a clear communicator who is tech-savvy, empathetic, and excited about supporting colleagues across different regions and time zones.

Primary Duties and Responsibilities

• User Support and Service Delivery 
  • Serve as the primary IT contact for CLASP Kenya staff and visiting team members.
  • Provide tier 1–2 technical support to staff across global offices, resolving hardware, software, access, and connectivity issues in a timely and professional manner.
  • Serve as an escalation point for complex issues, ensuring staff receive clear communication, appropriate troubleshooting, and follow-through until resolution.
  • Maintain high-quality service delivery by adhering to IT policies and procedures.
  • Contribute to ongoing improvement of support workflows, documentation, and user-facing resources.
• Project Coordination and Implementation
  • Lead or support multiple IT projects simultaneously, including system upgrades, software configuration, process improvements, and technology rollouts.
  • Collaborate with global IT team to develop and implement strategies that strengthen IT infrastructure, security, and user experience.
  • Coordinate with vendors, consultants, and internal teams to ensure project milestones and operational requirements are met.
  • Identify and develop processes for IT standardization, optimization, and process improvement.
• User Training & Engagement
  • Perform technical onboarding and IT orientation training for regional teams and deliver group or one-on-one training sessions on key systems, tools, and IT best practices.
  • Develop clear and accessible training materials, user guides, and knowledge base articles to support staff proficiency and independence.
  • Actively build trust with teams through transparent communication, empathy, and a service-oriented approach.
• Systems and Process Management
  • Oversee inventory lifecycle, including management, configuration, procurement, repair, and disposal/recycling to ensure compliance with security standards.
  • Monitor and manage core IT systems (hardware inventory, accounts, permissions, devices, backup processes, SaaS tools) to ensure reliability and security.
  • Maintain accurate documentation and technical procedures to support consistency and knowledge sharing within the IT team.
  • Identify recurring issues or system gaps and recommend improvements to increase efficiency, stability, and user satisfaction.
• Security and Compliance 
  • Enforce CLASP’s IT policies and cybersecurity requirements and contribute to security maintenance, audits, and compliance reporting activities.
  • Adhere to secure best practices when performing system and user account updates.
  • Report security incidents to the Global IT team.
  • Support staff with cybersecurity awareness training and best practices.
• Collaboration and Continuous Improvement 
  • Collaborate with CLASP’s global IT team to roll out system improvements, upgrades, and new tools.
  • Support integration of IT systems across departments for improved workflow and efficiency.
  • Partner with teams across the organization to understand operational needs and align IT solutions with business priorities.
  • Gather user feedback, analyze support trends, and help refine IT processes based on data and staff experience.
  • Support the development of an IT environment that is transparent, approachable, and focused on continuous learning and improvement.

• Have process integrity. You ensure consistency of processes/tasks with the guidelines and measures. You provide continuous oversight to ensure reliability, with some supervision.
• Advise. You initiate communication with teams and address issues on project delivery. You collaborate with external consultants and partners to achieve objectives.
• Sustain Standards. You anticipate and address issues to ensure timely delivery of services at the required level of quality
• An Effective Collaborator. You’ve successfully worked across cultural lines on a dispersed team, and you have the ability to operate in complex situations. You can easily gain trust from team members and are known for supporting them to ensure they are set up for success. You’re not afraid to ask questions.
• Flexible. You can manage a diverse set of team needs and aren’t afraid to step outside your job description or comfort zone to help the team reach its goals. You’re comfortable with shifting schedules and don’t expect every day to go “as planned.”
• A Humble Teammate. Nothing is beneath or above you. You are quick to always lend a hand or two! You are able to earn influence without authority and naturally seek to support both small projects and large strategic goals.
• An Abundant Thinker. You believe that we are living in a world of abundant resources and that the right team of partners can make improbable things happen. You bring relentless curiosity and creativity to every task, project, and engagement.
• Mission-oriented. You believe in the mission of CLASP and are passionate about global access to clean energy, climate change, energy efficiency, and creating a more sustainable world.

• 3–5+ years of hands-on IT support experience in a help desk, technical support, or systems administration role.
• Bachelor’s degree (preferred), or equivalent combination of certifications and professional experience.
• Demonstrated ability to troubleshoot and resolve hardware, software, network, and account access issues.
• Experience managing or contributing to IT projects (implementations, upgrades, process improvements).
• Ability to document processes, create user-friendly guides, and deliver IT training.
• Familiarity with identity and access management, CLM/CRM tools, and both Windows and Mac systems
• Understanding of cybersecurity best practices (MFA, device management, secure configurations).
• Ability to prioritize multiple tasks, manage competing deadlines, and work independently and collaboratively across a remote, global team
• Strong customer service orientation with excellent verbal and written communication skills
• Detail-oriented with a proactive, solutions-first mindset

Preferred Qualifications

• Experience supporting a global or distributed workforce, ideally across time zones.
• Experience collaborating with vendors or external MSPs.
• Experience in a nonprofit or NGO.

You will be exposed to an unusually wide range of people and issues in the clean energy access  and energy sectors, as well as the internal infrastructure and operations of a global NGO.

A successful candidate will develop and build our data and analytics work, grow a broad set of professional and technical skills, honing them to the level of excellence in a demanding and fast-paced environment. You will work with, learn from, and grow alongside a high-performing and diverse team in which everyone is committed to the development of themselves and others.

CLASP offers competitive compensation commensurate with experience, including fully paid health insurance for individuals and their families/dependents, provident fund and includes a collegial office environment that supports wellness and flexible options after a certain period of employment. This position will be based in the organization’s Nairobi office with a hybrid schedule. Early morning or evening hours are sometimes necessary to accommodate international collaboration; some travel and weekend hours may also be required. We are an equal opportunity employer.

Interested candidates should submit their resume and answer the required questions by signing into ADP and applying through the Career Center.  Applications will be considered on a rolling basis until the position is closed, though early applications are strongly encouraged. Apply through this link.

CLASP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. CLASP complies with all federal, state and local employment law in the countries we operate and is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity or expression, pregnancy, disability, political affiliation, personal appearance, family responsibilities, matriculation, genetic information, military or protected veteran status, credit information or any other characteristic protected under federal, state or local law. Each person is evaluated based on personal skill and merit. CLASP’s policy regarding equal employment opportunity applies to all aspects of employment, including recruitment, hiring, job assignments, promotions, working conditions, scheduling, benefits, wage and salary administration, disciplinary action, termination, and social, educational and recreational programs.