Background information about the job or company (e.g., role context, company overview)

The U.S. Embassy to Kenya opened in 1964. Through sixteen Ambassadors since then, the Embassy has enriched the ties between the American and Kenyan people and served the needs of Americans in and around this East African hub. Chief among the U.S. Mission’s goals are fostering the development of a sound Kenyan economy, strengthening the institutions of Keny...

Responsibilities or duties

The Computer Management Assistant (CMA) shares responsibility for support of all equipment, applications, and cloud services at Embassy Nairobi. A senior member of the 17-person Information Systems Center, the CMA provides leadership and guidance to agile teams as a frequent technical project manager and lead. Additional duties include managing physical and virtual servers, routers, switches, cloud-based applications and services, mass data storage devices, virtual private network (VPN) connections, digital signage, audio visual solutions, and various other hardware and software which together provide access to one of the largest and most complex Embassies in the world. CMA also manages all forms of computer peripherals and networks host devices such as workstations, providing technical expertise and support to all users locally and remotely.

System Administration and Management – 25%

The incumbent proactively looks at potential network problems and ensures that the network continues to operate while maintaining a maximum possible uptime. The position coordinates with ENM, the ITSC, other relevant Washington offices, and the Nairobi CIS team to configure VPN devices, troubleshoot network latency, monitor line availability and client switch configurations and coordinates failover to VPN alt route, as necessary.

User Support - 25%

Computer Management Assistant provides advanced support to the IRM Help Desk Support Team and as such is responsible for the 'second and third tier' troubleshooting of all hardware, including PCs, printers, etc., and software, including support for post SharePoint office file shares, OneDrive and Office 365 tickets assigned by help desk coordinator. Once a ticket or task has been assigned, the position is expected to take responsibility for the issue, resolve it in a timely manner, write the steps taken in the Help Desk comments field and close the ticket, all while providing outstanding customer service.

The CMA analyzes user requests and provides technical guidance and suggest appropriate solutions to the end user, pointing the user to the best available tools of trade.

IT Consulting and Technical Project Management - 20%

The position is one of the lead IT consultants working closely with end users to identify gaps and provide customized solutions to their needs; introduces customers to new and better computing tools and solutions, conducting tech-talks sessions where necessary to bring users up to speed on the technology; and also serves as an advocate and champion for new tools and will help manage change with our user base, driving efficiencies, greater management oversight and transparency, and better collaboration across the interagency.

Mobile Computing Support - 15%

In support of an increasingly mobile workforce, the position sets up and configures smart mobile computing devices for use on different government system. Devices include tablets, smart phones, laptops, virtual and augmented reality headsets, mobile internet routers, public address systems, internet of things devices, and other gadgets as they emerge. The incumbent sets up these devices, registers and activates users on Department information platforms, and creates and maintains user accounts and authentication services to enable access to applications and services via Virtual Private Network (VPN). Such services include but not limited GO Mobile, GO Desktop and GO Virtual, and FAN.gov.

Systems Engineering and Design - 10%

The position is responsible for engineering and design of various systems for Nairobi. These systems include Audio Visual systems, virtual meeting rooms, conference centers, digital signage, DIN network architecture, and Public Diplomacy American Center spaces to name a few. The Computer Management Assistant also provides back-end technical support for these system on an ongoing basis; gathers user requirements and work with the IRM management in putting together scope of work (SOW) and bills of materials (BOM) for procurement actions. The position makes recommendations and provides guidance on appropriate technology considering that such system, component, or equipment are approved by Information Technology Configuration Control Board (ITCCB) or relevant office with the Department of State, for use on various networks, within Government facilities and are in strict compliance with Department security guidelines. Part of the duties include preforming constant reviews and evaluations of system and where necessary recommend upgrades, ותrefreshes, or system re-engineering.

Other duties as assigned – 5%

This position description in no way states or implies that these are the only duties to be performed by incumbent. The employee will be required to perform other duties as assigned by the agency.

Qualifications or requirements (e.g., education, skills)

All selected candidates must be able to obtain and hold a:

Security clearance.

Education Requirements:

A university degree in the field of Computer Science or Information Technology is required.

• Shares responsibility for support of all equipment, applications, and cloud services at Embassy Nairobi.
• Provides leadership and guidance to agile teams as a frequent technical project manager and lead.
• Manages physical and virtual servers, routers, switches, cloud-based applications and services, mass data storage devices, virtual private network (VPN) connections, digital signage, audio visual solutions, and various other hardware and software.
• Manages all forms of computer peripherals and networks host devices such as workstations, providing technical expertise and support to all users locally and remotely.
• Proactively looks at potential network problems and ensures that the network continues to operate while maintaining a maximum possible uptime.
• Coordinates with ENM, the ITSC, other relevant Washington offices, and the Nairobi CIS team to configure VPN devices, troubleshoot network latency, monitor line availability and client switch configurations and coordinates failover to VPN alt route, as necessary.
• Provides advanced support to the IRM Help Desk Support Team, responsible for 'second and third tier' troubleshooting of all hardware and software.
• Takes responsibility for assigned tickets/tasks, resolves issues in a timely manner, documents steps taken, and closes tickets.
• Analyzes user requests and provides technical guidance and suggests appropriate solutions.
• Serves as one of the lead IT consultants working closely with end users to identify gaps and provide customized solutions.
• Introduces customers to new and better computing tools and solutions, conducting tech-talks sessions.
• Serves as an advocate and champion for new tools and helps manage change with the user base.
• Sets up and configures smart mobile computing devices for use on different government systems.
• Registers and activates users on Department information platforms, and creates and maintains user accounts and authentication services.
• Responsible for engineering and design of various systems for Nairobi, including Audio Visual systems, virtual meeting rooms, conference centers, digital signage, DIN network architecture, and Public Diplomacy American Center spaces.
• Provides back-end technical support for systems on an ongoing basis.
• Gathers user requirements and works with IRM management in putting together scope of work (SOW) and bills of materials (BOM) for procurement actions.
• Makes recommendations and provides guidance on appropriate technology.
• Performs constant reviews and evaluations of systems and recommends upgrades, refreshes, or system re-engineering.
• Performs other duties as assigned.

• Network troubleshooting
• VPN configuration
• Hardware troubleshooting
• Software troubleshooting
• SharePoint support
• OneDrive support
• Office 365 support
• Technical guidance and consultation
• Project management
• Mobile device configuration
• User account management
• Systems engineering and design
• Audio Visual systems support
• Digital signage support
• Network architecture design
• Requirements gathering
• Bill of Materials (BOM) creation
• Technology recommendations
• System evaluation and upgrades

• A university degree in the field of Computer Science or Information Technology is required.
• Ability to obtain and hold a Security clearance.