Computer Helpdesk Assistant - US Embassy

Introduction

The Centers for Disease Control and Prevention in Nairobi has an opening for the position of Computer Helpdesk Assistant. This position will be availble immediately. The position will close on August 10, 2012.

Minimum Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems. Certification in Microsoft Desktop Support  (MCITP), and ICT Customer Service Course (ITIL) is required.
• At least 2 years work experience in providing front end ICT technical support including Windows XP, Windows 7, and Microsoft Office 2007/2010 and installation and configuration of third party applications such as Citrix client and use of Norton Ghost for imaging PCs and laptops is required.
• Level IV (fluent) English ability is required and Level IV (fluent) Kiswahili ability also required. 

Other Criteria:

• Must have advanced knowledge in IT administration and software including MS Windows XP, Windows Vista, Windows 7,  Microsoft Office productivity software (Office 2007 and 2010), and current MS Windows desktop operating systems.
•  Must be able to install and configure third party applications such as Citrix client and use Norton Ghost software for imaging PCs and laptops.
•  Should have intermediate knowledge of hardware management including servers, personal computers, and peripherals such as Smart mobile phones, printers, wireless network devices, and audiovisual devices.

Job Specification

Under the supervision of the ICT Manager, the ICT Helpdesk Specialist provides day to day ICT front end customer service and technical support to users on the local area network (LAN) as assigned by the ICT Helpdesk Administrator/Customer Service Specialist. This position troubleshoots and resolves user problems with their workstations, Microsoft Office Applications, Internet access and file and print services, automated installation services, cable and telephone connectivity. The incumbent conducts basic user training on application use such as MS Office Suite, Citrix and the Intranet as directed by the ICT Management. Takes part in repair and preventive maintenance of ICT hardware. 

Duties & Responsibilities

Operations –  Provides day to day ICT technical support to users on the LAN including troubleshooting and resolving user problems with their workstations, Microsoft Office Applications, Internet access, file and print services, software installation and upgrades, cable connections and telephone connectivity. Sets up newly received computer equipment and installs software packages as directed by the Systems and Network Administrators. (60%) 

Training – Incumbent conducts basic training of users on application use such as MS Office suite, Citrix, use of Key Fobs, mobile devices and the Intranet. (10%) 

Analysis – Analyses common user problems and recommends appropriate user training to the ICT management. (10%) 

Programming – Writes and/or modifies procedure language programs to automate routine operations with office applications such as Microsoft Word, Excel and Access (10%) 

Administration – Takes inventory of the computer hardware and software on the LAN and provides regular updates to the ICT Administrative Assistant. (10%)

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