Computer Helpdesk Assistant Jobs at US Embassy in Nairobi

On Tuesday, July 31st, 2012

Advert Details

Computer Helpdesk Assistant
REF: VA-101-12
Recruiter: U.S. Embassy Updated on: 2012-07-30 02:10:02
AA/EE: Not Applicable Contract Permanent
Location: Nairobi Available: Immediately
Category: IT / Telecomms Offer: FSN-7 or FP-7


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.

Note: You will be notified when the decision is made.

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.
à        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.

à        Level IV (fluent) English ability is required and Level IV (fluent) Kiswahili ability also required.

Other Criteria:
à        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.
à        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.


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

Selection Process:


Additional Selection Criteria:

à        Management will consider nepotism/conflict of interest, budget, and residency status in determining successful candidacy.
à        Current employees serving a probationary period are not eligible to apply.
à        Current Ordinarily Resident employees with an Overall Summary Rating of Needs Improvement or Unsatisfactory on their
       most recent Employee Performance Report are not eligible to apply.
à        Currently employed U.S. Citizen EFMs who hold a Family Member Appointment (FMA) are ineligible to apply for
advertised positions within the first 90 calendar days of their employment.
à        Currently employed NORs hired under a Personal Services Agreement (PSA) are ineligible to apply for advertised
positions within the first 90 calendar days of their employment unless currently hired into a position with a When Actually
Employed (WAE) work schedule.
à        Applicants must be available for an interview and for proficiency testing as required by the selecting official. 



To Apply:

1.   Candidates who claim U.S. Veterans preference must provide a copy of their Form DD-214 with their application.
Candidates who claim conditional U.S. Veterans preference must submit documentation confirming eligibility for a
conditional preference in hiring with their application.
2.   Any other documentation (e.g., essays, certificates, awards) that addresses the qualification requirements of the position
as listed above.

 The U.S. Mission in Nairobi provides equal opportunity and fair and equitable treatment in

employment to all people without regard to race, color, religion, sex, national origin, age, disability,

political affiliation, marital status, or sexual orientation.  The Department of State also strives to

achieve equal employment opportunity in all personnel operations through continuing diversity

enhancement programs.


The EEO complaint procedure is not available to individuals who believe they have been denied

Equal opportunity based upon marital status or political affiliation.  Individuals with such

complaints should avail themselves of the appropriate grievance procedures, remedies for

prohibited personnel practices, and/or courts for relief.




1.  Eligible Family Member (EFM):  An individual related to a U.S. Government employee in one of the following ways: 

  • Spouse or same-sex domestic partner (as defined in 3 FAM 1610);
  • Child, who is unmarried and under 21 years of age or, regardless of age, is incapable of self-support.  The term shall include, in addition to natural offspring, stepchildren and adopted children and those under legal guardianship of the employee or the spouse when such children are expected to be under such legal guardianship until they reach 21 years of age and when dependent upon and normally residing with the guardian;
  • Parent (including stepparents and legally adoptive parents) of the employee or of the spouse, when such parent is at least 51 percent dependent on the employee for support;
  • Sister or brother (including stepsisters and stepbrothers, or adoptive sisters or brothers) of the employee, or of the spouse, when such sibling is at least 51 percent dependent on the employee for support, unmarried, and under 21 years of age, or regardless of age, incapable of self-support.

 2.  U.S. Citizen Eligible Family Member (USEFM):  For purposes of receiving a preference in hiring for a qualified position, anEFM who meets the following criteria: 

  • U.S. Citizen; and,
  • EFM (see above) at least 18 years old; and,
  • Listed on the travel orders of a direct-hire Foreign, Civil, or uniformed service member assigned to or stationed abroad with a USG agency that is under COM authority, or at an office of the American Institute in Taiwan; and either:


    1. Resides at the sponsoring employee’s or uniformed service member’s post of assignment abroad or at an office of the American Institute in Taiwan; or
    2. Resides at an Involuntary Separate Maintenance Allowance (ISMA) location authorized under 3 FAM 3232.2.

 3.  Appointment Eligible Family Member (AEFM):  EFM (see above) eligible for a Family Member Appointment for purposes of Mission employment:       ·         Is a U.S. citizen; and

·         Spouse or same-sex domestic partner (as defined in 3 FAM 1610) or a child of the sponsoring employee who is unmarried and at least 18 years old; and

·         Is listed on the travel orders or approved Form OF-126, Foreign Service Residence and Dependency Report, of a sponsoring employee, i.e., a direct-hire Foreign Service, Civil Service, or uniformed service member who is permanently assigned to or stationed abroad at a U.S. mission, or at an office of the American Institute in Taiwan (AIT), and who is under chief of mission authority; and

·         Is residing at the sponsoring employee’s post of assignment abroad or, as appropriate, office of the American Institute in Taiwan.

·         Does not receive a Foreign Service or Civil Service annuity

 4.  Member of Household (MOH):  An individual who accompanies a  direct-hire Foreign, Civil, or uniformed service member permanently assigned or stationed at a U.S. Foreign Service post or establishment abroad, or at an office of the American Institute in Taiwan.  An MOH is: 

  • Not an EFM; and,
  • Not on the travel orders of the sponsoring employee; and,
  • Has been officially declared by the sponsoring USG employee to the COM as part of his/her household.

 A MOH is under COM authority and may include a parent, unmarried partner, other relative or adult child who falls outside the Department’s current legal and statutory definition of family member.  A MOH does not have to be a U.S. Citizen.  

5. Not Ordinarily Resident (NOR) – An individual who: 

  • Is not a citizen of the host country; and,
  • Does not ordinarily reside (OR, see below) in the host country; and,
  • Is not subject to host country employment and tax laws; and,
  • Has a U.S. Social Security Number (SSN). 

 NOR employees are compensated under a GS or FS salary schedule, not under the LCP.

6. Ordinarily Resident (OR) – A Foreign National or U.S. citizen who:

  • Is locally resident; and,
  • Has legal, permanent resident status within the host country; and,
  • Is subject to host country employment and tax laws. 

 EFMs without U.S. Social Security Numbers are also OR.  All OR employees, including U.S. citizens, are compensated in accordance with the Local Compensation Plan (LCP).  


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