Information Management Assistant at U.S. Embassy to Kenya

BASIC FUNCTION OF POSITION

• 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

• 70%
• 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% 
• Note: This position description in no way states or implies that these are the only duties to be performed by incumbent. Incumbent will be required to perform other duties as assigned by the agency.

Qualifications and Evaluations

• At least 2 years of experience in an office or administrative setting, providing IT support or customer service using office productivity suites and/or online applications to troubleshoot and resolve issues.

Education Requirements:

• Successful completion of at least two years of full-time post-secondary study at college or university.