United States International University-Africa, is a Higher Learning Institution based in Nairobi, Kenya and is the most diverse university in East and Central Africa with about 7,000 students from over 60 nations, and a global network of more than 25,000 alumni. USIU-Africa is the only university in Sub-Saharan Africa whose degree programs are accredited by both the Kenya Government through the Commission for University Education (CUE), and by the American Government through the WASC Senior Colleges and Universities Commission (WSCUC).
Department:
Deadline:
14/09/2026
Experience:
Experienced
Job Type:
Full-time
In line with our commitment to providing quality, affordable education through world-class service delivery platforms, USIU-Africa is seeking to recruit suitable and qualified candidates for the following position:
- ICT Officer Service Delivery – 2 Positions
- ICT Officer Multimedia – 3 Positions
Job Summary:
The ideal candidate should have a Bachelor’s Degree in IT, Computer Science, or a related field with 1-2 years of experience in an ICT support or system administration role. A strong technical background and a commitment to service excellence are desired to provide the necessary support required to ensure the availability, security, and efficiency of the university’s ICT infrastructure.
This position will report to the ICT Manager, and the primary emphasis will be on technical support, infrastructure monitoring, and security compliance.
Job Purpose:
The selected candidate will have a responsibility to provide first-level technical support and administrative assistance to ensure the availability, security, and efficiency of the university’s ICT infrastructure. The role supports the CIO’s strategic goal of 99.5% infrastructure availability and 90% user satisfaction.
Key Responsibilities/Tasks/Duties:
- Service Desk & User Support
- To serve as the first point of contact for ICT support requests (walk-in, phone, email, ticketing system).
- To resolve Level 1 incidents (password resets, software installation, connectivity issues) within agreed SLAs (target: 95% of high-priority tickets resolved within 4 hours).
- To conduct user onboarding/offboarding (creating accounts, disabling access) to ensure audit compliance.
- To assist academic and administrative staff in navigating the new ERP system (Finance/Staff/Student modules) and security protocols.
2. Infrastructure Monitoring & Resilience
- To monitor core ICT infrastructure (network, power, data center) dashboards to ensure 99.5% availability during peak academic periods.
- To perform daily health checks on servers, printers, PCs, and AV equipment in classrooms and boardrooms.
- To escalate critical infrastructure alerts to senior engineers within 30 minutes of detection to support business continuity.
- To assist in the maintenance of backup systems and disaster recovery logs.
- Security & Compliance Support
- To monitor Security Operations Center (SOC) alerts for suspicious activity and escalate potential security incidents per the incident response plan.
- To ensure all staff PCs and servers have updated antivirus definitions and security patches.
- To support the implementation of data protection controls (encryption, access logging) to comply with research funding regulations and the Kenya Data Protection Act.
- To enforce the physical security of ICT assets (locking cabinets, cable locks) in labs and offices.
- Asset & Inventory Management
- To maintain an up-to-date ICT Asset Registry, ensuring 100% of equipment (laptops, projectors, switches) is tagged and accounted for.
- To assist in the annual ICT renewal cycle by identifying end-of-life equipment for replacement planning.
- To track software licenses (e.g., Zoom, Microsoft 365) to ensure compliance and optimal utilization.
- Innovation & Teaching Support
- To provide technical setup support for innovation hub activities, hackathons, and student startup demos (high-speed internet, cloud access).
- To assist in preparing training venues and AV equipment for faculty development sessions on ERP and security protocols.
- To support the digitization of procurement processes by troubleshooting user issues on the paperless requisition-to-payment system.
- Documentation & Reporting
To maintain accurate logs of all support tickets, incidents, and resolutions for audit trail purposes.
- To contribute data to the semesterly “ICT Resource Utilization Report” (bandwidth usage, system access).
- To document standard operating procedures (SOPs) for common technical issues to build the knowledge base.
Key Relationships
Key Internal Stakeholders
- ICT Manager and Senior Engineers;
- Chief Information Officer (CIO);
- Academic and Administrative Staff (Faculty, Finance, HR, Registrar’s Office);
- Students;
- Innovation Hub Coordinator.
Knowledge: Skills and Experience Required for the Role
- Minimum 1–2 years of experience in an ICT support or system administration role.
- Minimum of a Bachelor’s Degree in Information Technology, Computer Science, Business Information Technology, or equivalent from a recognized institution.
- Proficiency in Windows 10/11 & Microsoft 365 Admin Center.
- Basic understanding of Networking (TCP/IP, DNS, DHCP, VLANs).
- Familiarity with Ticketing Systems (e.g., Jira, ServiceDesk, Zendesk).
- Basic knowledge of ERP systems (e.g., Dynamics, SAP, Oracle) is an added advantage.
- Understanding of Cybersecurity basics (Firewalls, Antivirus, Phishing detection).
Competencies required for this role
- Ability to work unsupervised, prioritize effectively, and handle multiple deadlines.
- Excellent problem-solving and troubleshooting skills.
- Strong customer service orientation with excellent communication skills.
- Ability to handle confidential and sensitive information with the appropriate discretion and ethics.
- Detail-Oriented approach needed to maintain accurate records and logs.
- Planning and organizational skills.
- Learning and researching.
- Ability to work collaboratively within a team.
Salary Scale
The consolidated pay for this position is commensurate with qualifications and experience and includes other prevailing University benefits.
If you have the requisite qualifications and experience and desire to work as a team member in a modern, progressive, international, and multicultural institution where you can make a difference, please apply indicating in the subject line of the email address ICT Officer. Interested applicants must provide a cover letter and a current CV, certified copies of educational certificates and transcripts, names and addresses of three referees (two of whom must be your current and previous employer), current salary and benefits, telephone and e-mail contacts by 5:00PM, Monday, September 14, 2026 to;
Director Human Resource,
United States International University – Africa,
P. O. Box 14634-00800, Nairobi, Kenya
Email: [email protected]
Disclaimer: Only shortlisted candidates will be contacted.
