Background

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

The Diplomatic Technology Assistant is a member of the [Diplomatic Technology, DT Customer Engagement] team with a security clearance. Responsible for front-line response to customer queries, both in person and through remote channels such as telephone, email, chat, and self-service request forms. Requires a Top Secret Security Clearance.

MAJOR DUTIES AND RESPONSIBILITIES

SERVICE DESK SUPPORT, OPERATIONS AND SYSTEMS ADMINISTRATION 70%

Utilize limited system administrator privileges to address customer issues and to provide basic hardware, applications, and systems support on both classified and unclassified systems in Controlled Access Areas (CAA) and general work area (GWA) of the mission. Assist users with routine IT issues, manage user accounts, and help maintain system functionality. Collaborate with cross-functional teams to escalate and resolve complex technical issues.

Technical and Systems Support in CAA:

Event & VIP IT Support: 15%

TRAINING, KNOWLEDGE MANAGEMENT, AND CYBERSECURITY 15%

PROJECTS AND ADMINISTRATIVE SUPPORT 15%

Qualifications

EXPERIENCE:

A minimum of 2 years of experience in computer networking operations, network management, or utilization of computer systems

Education Requirements

Bachelor's degree in Computer Science, Information Systems, Engineering, Library and Data Science/ Analytics, or Communications and Technology is required

Other Details

Requires a Top Secret Security Clearance.

• Front-line response to customer queries, both in person and through remote channels such as telephone, email, chat, and self-service request forms.
• Utilize limited system administrator privileges to address customer issues and to provide basic hardware, applications, and systems support on both classified and unclassified systems in Controlled Access Areas (CAA) and general work area (GWA) of the mission.
• Assist users with routine IT issues, manage user accounts, and help maintain system functionality.
• Collaborate with cross-functional teams to escalate and resolve complex technical issues.
• Provide Event & VIP IT Support.
• Contribute to Training, Knowledge Management, and Cybersecurity efforts.
• Provide support for Projects and Administrative tasks.

• Computer networking operations
• Network management
• Utilization of computer systems
• Basic hardware, applications, and systems support
• User account management
• System functionality maintenance
• Technical issue escalation and resolution
• Customer service (in-person, telephone, email, chat)

• Bachelor's degree in Computer Science, Information Systems, Engineering, Library and Data Science/ Analytics, or Communications and Technology.
• A minimum of 2 years of experience in computer networking operations, network management, or utilization of computer systems.
• Requires a Top Secret Security Clearance.