EFM – Computer Control Assistant at The U.S. Mission in Uganda, Kampala, Uganda

Job Description

Duties: The Incumbent supports the Information System Center managing the Customer Service Center, serving as the primary Local Registration Authority (LRA) and designated American escort to the limited access area (LAA)s. The incumbent will serve as the supervisor and rating official for (2) Customer Service Analysts and (1) Asset Management Clerk position. The Customer Service Supervisor reports directly to the Information Systems Officer

Qualifications and Evaluations

Education: Two years post-secondary Education is required.

Requirements:

EXPERIENCE: Two (2) years’ prior experience in the management and use of information systems including information technology customer service is required. At least one year of supervisory experience is also required.

JOB KNOWLEDGE: Good knowledge of the Mission structure and how their role fits into the organization. The position requires familiarization of the Embassy’s customer service support systems in order to effectively provide the necessary level of customer service. Knowledge of the local IT business environment and how locally provided Internet service are managed. Position must understand how changes in Kampala’s network infrastructure can impact customers. Knowledge of computer hardware and software capabilities; standard knowledge of Microsoft software applications, experienced at customer service, comprehension of management dashboards and organizational metrics. Standard office practices and problem-solving techniques.

Evaluations:

LANGUAGE: Level IV (Fluent) speaking/reading/writing English is required. This may be tested.

SKILLS AND ABILITIES:  Ability to lift up to 50 lbs. Sound technical skills and decision making to independently manage, administer and maintain user accounts. Developed interpersonal skills and ability to communicate variably with staff at post and help desks in DOS and ability to communicate information and problem solving in writing so others will understand. Ability to communicate verbally and in writing with senior management and local and international vendors. Analytical skills to provide subject matter expert recommendations and resolutions for technical problems related to equipment maintenance and operational readiness. The ability to present new ideas to improve customer service processes and resolve customer problems. Must have excellent organizational and planning skills. Ability to identify, research, and resolve technical problems relating to the technical environment. Ability to work in stressful situations and meet deadlines. Ability to evaluate customer service metrics and dashboard data for process improvement.

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

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.

Other information:

HIRING PREFERENCE SELECTION PROCESS:  Applicants in the following hiring preference categories are extended a hiring preference in the order listed below.  Therefore, it is essential that these applicants accurately describe their status on the application. Failure to do so may result in a determination that the applicant is not eligible for a hiring preference.