Computer Management Assistant

Role Overview

The Computer Management Assistant is a senior member of Embassy Nairobi’s Information Systems Center, sharing ownership of the mission’s equipment, applications, and cloud services. The role combines hands-on systems administration, escalated user support, and technical project leadership across one of the largest and most complex diplomatic platforms in the world. It matters because reliable, secure technology directly enables embassy staff and interagency partners to work locally, remotely, and across classified and unclassified environments.

Key Responsibilities

• Serve as a frequent technical project manager and lead for agile teams, coordinating with regional IT offices, headquarters counterparts, and the Nairobi CIS team to design, implement, and maintain network and cloud solutions.
• Administer physical and virtual servers, routers, switches, mass data storage, VPN connections, digital signage, audio visual systems, and related infrastructure; monitor availability, troubleshoot latency, and manage failover to alternate VPN routes when needed.
• Act as a second- and third-tier escalation point for the IRM Help Desk, resolving hardware issues with PCs, printers, and peripherals as well as software issues involving SharePoint file shares, OneDrive, and Office 365; document resolution steps and close tickets with strong customer service.
• Consult directly with end users to identify technology gaps, recommend approved tools, deliver customized solutions, and lead tech talks or change-management efforts that help staff adopt new platforms efficiently.
• Configure and support mobile computing devices such as tablets, smartphones, laptops, virtual and augmented reality headsets, mobile internet routers, public address systems, and IoT devices; register users, manage authentication, and enable VPN access to services including GO Mobile, GO Desktop, GO Virtual, and FAN.gov.
• Engineer and design audio visual systems, virtual meeting rooms, conference centers, digital signage, DIN network architecture, and Public Diplomacy American Center spaces; provide ongoing back-end technical support for these systems.
• Gather user requirements and work with IRM management to develop scopes of work and bills of materials for procurement, ensuring all recommendations comply with ITCCB approval and Department security guidelines.
• Conduct regular reviews and evaluations of systems, recommend upgrades, refreshes, or re-engineering, and perform other duties as assigned by the agency.

Requirements & Qualifications

• A university degree in Computer Science or Information Technology is required.
• All selected candidates must be able to obtain and hold a security clearance.
• Senior-level, hands-on experience in systems administration, network operations, or IT support, with a proven ability to lead technical projects and mentor others.
• Practical knowledge of Windows environments, Office 365, SharePoint, OneDrive, VPN configuration, and cloud-based applications and services.
• Demonstrated skill with routers, switches, physical and virtual servers, mass storage, audio visual and digital signage systems, and computer peripherals.
• Strong second- and third-tier troubleshooting abilities across hardware and software for local and remote users.
• Experience setting up and managing mobile devices, user accounts, authentication services, and secure remote access for a mobile workforce.
• Excellent customer service, documentation, and communication skills, including the ability to explain technical concepts to non-technical users.
• Familiarity with IT configuration control, security compliance, and procurement processes such as scope of work and bills of materials is preferred.