EFM Computer Control Assistant

U.S.

Mission Uganda Announcement Number: Kampala-2024-011 Position Title: Computer Control Assistant (Customer Service Supervisor) Opening Period: 3/19/2024 – 4/12/2024 Series/Grade: FP-07 Salary: USD 42,391 (Actual FS salary determined by Washington D.C.) Who May Apply: Current Employees of the Mission – All Agencies and/or U.S.

Citizen Eligible Family Members (USEFMs); Eligible Family Members (EFMs); or declared Members of Household (MOHs); dependents of U.S.

Personal Services Contract (USPSC) who are assigned under COM – All Agencies Security Clearance Required: Top Secret security clearance.

Duration Appointment: FMA not to exceed 5 years.

Marketing Statement: We encourage you to read and understand the Eight (8) Qualities of Overseas Employees before you apply ( ) Summary: The U.S.

Mission in Uganda is seeking eligible and qualified applicants for the position of Computer Control Assistant.

The work schedule for this position is: Full Time, 40 hours per week.

Start date: Candidate must be able to begin working within a reasonable period of time following receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Supervisory Position: Yes 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.

Download: Detailed Position Description Kampala Computer Control Assistant 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.

HIRING PREFERENCE ORDER: (1) AEFM / USEFM who is a preference-eligible U.S.

Veteran* (2) AEFM / USEFM (3) FS on LWOP and CS with reemployment rights ** * IMPORTANT: Applicants who claim status as a preference-eligible U.S.

Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”), equivalent documentation, or certification.

A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active-duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant.

The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service.

Acceptable documentation must be submitted in order for the preference to be given.

** This level of preference applies to all Foreign Service employees on LWOP and CS with re-employment rights back to their agency or bureau.