The Ugandan Jobline

• Offer
  first-level contact and problem resolution for all users with network
  connectivity, printers, hardware, software and applications problems. This
  includes on a daily basis reviewing the IT Service Desk tracking system
  and identifying reported problems/faults, and resolving as many
  user-reported problems as expertise permits using available tools, and
  following available procedures and policies for the handling of support
  cases.
• Conduct
  basic troubleshooting over the phone and in person to diagnose and correct
  operating system problems, and provide feedback to CDC staff on reported
  problems and progress of problem resolution.
• Communicate
  with customers to obtain all necessary information on reported problems,
  and provide accurate and timely logging of problems and resolution for
  problems in the IT Service Desk tracking system.
• Escalate
  problems as appropriate to the LAN/WAN Assistants/Administrator.

• The
  United States US Embassy CDC IT Help Desk Technician should preferably
  hold a Diploma in Computer Science or Information Technology/Systems.
• At
  least a year or two of experience providing end-user phone support for
  current PC desktop and application software and or installing, upgrading,
  troubleshooting and repairing personal computers in a network environment,
  and/or experience in diagnosing, troubleshooting and resolving client
  issues with PC hardware, Windows XP Professional, Microsoft Office 2003
  applications, email and Blackberry services, and/or experience in
  technical call center operations.
• Certifications
  in Microsoft Networks, Local Area Network design and support
  methodologies, CDC IT policies and procedures and Standard Operating
  Procedures (SOPs), blackberry services, and current/updated MS Office
  packages.
• Working
  knowledge of desktop operating systems, various software applications and
  basic hardware for the PC;
• Working
  knowledge of the principles and theories of network systems and
  management;
• Knowledge
  of Internet technologies and products;
• Basic
  knowledge and understanding of electrical safety procedures, are all
  required.
• Excellent
  customer service and team work skills are required.
• Possess
  the ability to communicate clearly orally and in writing, and to write
  clearly and concisely is required.

• Universal
  Application for Employment as a Locally Employed Staff or Family Member (DS-174),
  Download
  it Here.
• A
  current resume or curriculum vitae.
• Candidates
  who claim US Veterans preference must provide a copy of their Form DD-214
  with their application.  Candidates
  who claim conditional US Veterans preference must submit documentation
  confirming eligibility for a conditional preference in hiring with their
  application.
• Any
  other documentation (e.g. essays, transcripts/certificates, awards) that
  addresses the qualification requirements of the position as listed above.

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