ICT Officer

1 month ago


Nairobi, Nairobi Area, Kenya United States International University - USIU Africa Full time

United States International University - Africa is situated in the Kasarani region, just off Thika Road in the outskirts of Nairobi, Kenya's capital.

The institution, an independent and not-for-profit entity, caters to 6512 students hailing from 69 different nationalities.



Job Summary:


The ICT Officer (Systems) holds the responsibility of receiving incoming hardware and software requests from various user stations and resolving them through online support or appropriate escalation.


Key Responsibilities/Tasks/Duties:
  • Log all user requests via phone or email on the helpdesk system.
  • Resolve level 1 issues such as MS Office problems, User permissions, Internet Access, Printing errors, etc., either over the phone or through remote troubleshooting.
  • Allocate level 2 and 3 tasks to the relevant ICT Specialists in different departments.
  • Ensure timely provision of equipment to students, faculty, and administration staff based on requests.
  • Maintain and manage user authentication details for security and access purposes.
  • Ensure proper allocation, escalation, completion, and closure of all requests.
  • Conduct user training sessions and update system manuals for enhanced performance standards.
  • Possess hands-on experience in managing websites and SEO.
  • Generate Reports like Weekly Activity Reports, checklist Reports, and ticket Resolution Reports.
  • Execute any additional tasks as required from time to time.

Requirements

Minimum Educational Qualifications and Professional Experience:
  • Bachelor's degree in Information Technology.

Professional qualification:
  • Microsoft, Networking, or Security Certification.

Experience:
  • Minimum of 3 years.


Personal Attributes & Competencies:
  • Strong problem-solving and troubleshooting abilities.
  • Excellent communication and customer service aptitude.
  • Familiarity with multimedia technologies like projectors, interactive displays, sound systems, video conferencing, and related tools.
  • Knowledge of equipment and software commonly used in educational environments.

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