ICT Officer Multimedia – 3 Positions

Role Overview

This role is the frontline of ICT support at the university, providing hands-on technical assistance to staff and students while helping to keep core infrastructure available and secure. Day to day, you will work on the service desk, monitor systems and security alerts, maintain asset records, and support academic activities ranging from classroom AV to innovation hub events. Reporting to the ICT Manager, your efforts directly support the CIO’s goals of maintaining 99.5% infrastructure availability and a 90% user satisfaction rate.

Key Responsibilities

• Service desk support: Act as the first point of contact for ICT issues via walk-in, phone, email, or ticketing system; resolve Level 1 incidents such as password resets, software installation, and connectivity problems, with 95% of high-priority tickets closed within four hours.
• User lifecycle management: Create, modify, and disable user accounts during onboarding and offboarding processes, ensuring access rights are aligned with audit and compliance requirements.
• Infrastructure monitoring: Monitor dashboards for network, power, and data center health, perform daily checks on servers, printers, PCs, and AV equipment, and escalate critical alerts to senior engineers within 30 minutes to support business continuity.
• Security and compliance: Review SOC alerts for suspicious activity, confirm antivirus definitions and security patches are current on all endpoints, and support implementation of encryption, access logging, and physical asset protection measures aligned with the Kenya Data Protection Act and research funding requirements.
• Asset and inventory control: Maintain a complete ICT asset registry with 100% tagging of laptops, projectors, and switches; identify end-of-life equipment for renewal planning and track software licenses such as Zoom and Microsoft 365 for compliance and cost efficiency.
• Academic and innovation support: Provide technical setup for innovation hub sessions, hackathons, and student demos, prepare training venues and AV equipment for faculty development, and troubleshoot issues on the paperless procurement system.
• Documentation and reporting: Keep accurate logs of tickets, incidents, and resolutions for audit trails, document SOPs for recurring issues, and contribute data on bandwidth usage and system access for the semesterly ICT resource report.

Requirements & Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Information Technology, or a related field from a recognized institution.
• At least 1–2 years of experience in ICT support or system administration, with hands-on exposure to Windows 10/11 and Microsoft 365 Admin Center.
• Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, and VLANs.
• Familiarity with ticketing systems such as Jira, ServiceDesk, or Zendesk; basic ERP knowledge (Dynamics, SAP, Oracle) is an added advantage.
• Understanding of cybersecurity basics, including firewalls, antivirus software, and phishing detection.
• Proven ability to work unsupervised, prioritize multiple tasks, and meet deadlines while maintaining strong attention to detail and accurate records.
• Excellent troubleshooting, problem-solving, and customer service skills, with clear written and verbal communication.
• High ethical standards for handling confidential and sensitive information, plus the ability to collaborate effectively within a team.

What We Offer / Why Join

This position offers a consolidated pay package commensurate with your qualifications and experience, alongside the prevailing university benefits. You will work within a modern, progressive, international, and multicultural institution where you can make a tangible impact on digital services that support teaching, research, and administration. It is an ideal opportunity for an ICT professional looking to grow in a structured academic environment with clear service-level targets and exposure to enterprise systems.