Summary
Date Posted: Friday, September 01 2023, Base Salary: Not Disclosed

JOB DETAILS:
Duties
Customer / End-User Support: 50%

IT-Mobile & AV Support Technician will serve as the first point of contact for end users and provide technical support for incoming queries and issues related to computer systems, software and hardware, smart devices (iPhones / iPads / Androids) and Audio & Video (AV) requests.

The incumbent will need to respond to work-orders as they are assigned and ensure they are completed on time as per the required guidance/standards in place (International Cooperative Administrative Support Services (ICASS) standards).

The incumbent will perform routine administrative tasks such as password resets, new user account creation, profile updates, deletion / transfer of user accounts, etc.

The incumbent will install and configure workstations, peripherals, laptops, printers, scanners, smart phones and audio-visual equipment. He or she will also perform routine maintenance on all computer equipment in the Local Area Network/Wide Area Network. The IT- MOBILE & AV SUPPORT TECHNICIAN will work with other Information System Center (ISC) staff, post’s telephone and radio technician and other LES in all areas required to support the unclassified LAN network at post. This will include running and terminating Cat 5/6 or fiber optic cable and the installation and maintenance of workstations. As directed by the Information Systems Officer or Senior Systems Manager, the incumbent will assist in installing or relocating computer and telephone drops within Embassy offices, CMR, DCR, ACC or any location advised.

Training / Inventory and SharePoint Maintenance: 20%

The IT-Mobile & AV Support Technician will also provide basic introductory and follow-up training to Mission users, including Direct-Hires and Locally Employed Staff. He or She will require to conduct training sessions for end-users in various areas such as login to the unclassified systems, Microsoft Office 365 applications, usage of smart phones, remote applications, video teleconferencing systems, online tools, etc.

The incumbent will also be responsible for the inventories of all IT equipment, supplies, including serial numbers and user assignment. He or She will also be responsible to ensure that all the IT Equipment are inventoried correctly in the system. All items received or going for disposal are coordinated, recorded and updated according to the required guidance. The incumbent should be able to update the Embassy SharePoint Page with the latest information / data received from various sections.

Audio & Video Support: 15%

Job holder will be responsible to provide high quality customer service and technical support for all audio/visual and client solutions which include hardware configuration, presentations, video teleconference and customer engagement.
Provide high quality customer service for all audio/visual events and end user client hardware requests. Provide primary technical support for all Audio/Visual related systems including but not limited to display devices, Public Address (PA) Systems, Projectors, Video Teleconferencing (VTC) equipment. Provide comprehensive audio/visual support for meetings and events including setup, testing, operation and removal of AV equipment, configuration of conference room and event spaces and audio or video conferencing needs. Assist users with connectivity to various unified conferencing solutions (Microsoft Teams, WebeX, Zoom, etc.)

Mobile Devices / Smart Devices Support: 15%

The IT- MOBILE & AV SUPPORT TECHNICIAN will serve as the primary point of contact for all mobile device issues. He or she will be responsible for configuring smart phones / mobile devices, wiping and reissuing mobile devices and troubleshooting mobile device hardware and software issues.

The incumbent will ensure that any device issued is configured correctly using the required procedures and also, it is configured with the right user account and installed with the right applications. He or She will also need to coordinate with the Radio & Telephone Team Members to ensure that all mobiles devices issued to users have the latest phone contacts and when required, should be able to update immediately. The incumbent will be responsible for the inventory of the smart phones / devices and will ensure that all devices which have been issued or available in stock is recorded and updated accurately in the inventory system. He or She should be able to immediately respond with data when requested.

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
Requirements:
EXPERIENCE:
At least three years in technical support/helpdesk support with emphasis on utilization of computer systems, Network operations and administration, audio/visual systems and applications, smart devices (mobile devices – Apple / Android), Microsoft Operating Systems (Windows 10, Windows 11, Windows Server 2019 and above, etc.), Microsoft Office 365 applications (word, excel, powerpoint, access, publisher, sharepoint, teams, OneDrive, visio, forms etc.) is required.

JOB KNOWLEDGE:

Knowledge of computer hardware, software, mobile devices, audio-visual systems including video teleconferencing systems, public address systems, networking, and administration. He/she must also learn Department of State rules and procedures regarding networks and software.

Education Requirements:
Two years of College/University studies in computer science or information systems is required.
Evaluations:

LANGUAGE:

ENGLISH: Good working knowledge; (speaking, reading & writing)

KISWAHILI: Good working knowledge; (speaking, reading & writing)

(This may be tested)

SKILLS AND ABILITIES:
Must be able to lift and carry 40 pounds. Must possess good knowledge in the latest Microsoft operating systems and Office applications, AV Systems including video and teleconferencing systems, Public Address Systems and Smart Devices is REQUIRED. Basic typing skills and numerical skills is required.

EQUAL EMPLOYMENT OPPORTUNITY (EEO): The U.S. Mission 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.

Diversity Equality and Inclusion Statement:

The US Mission to Dar es Salaam, Tanzania values a workforce of different backgrounds, cultures, and viewpoints. We strive to create a welcoming environment for all and we invite applicants from diverse backgrounds to apply.

Qualifications:
All applicants under consideration will be required to pass medical and security certifications.


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
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