Job Description

The Kenya Revenue Authority (KRA) Staff Pension Scheme is seeking to recruit a highly motivated and technically proficient ICT System Administrator and Support Officer to strengthen the Scheme's technology environment and support its long-term digital transformation initiatives. This permanent and pensionable position presents an excellent opportunity for an experienced ICT professional who is passionate about maintaining secure, efficient, and reliable information systems while delivering exceptional technical support to internal users. The successful candidate will become an integral member of the operations team, providing end-to-end administration of the organization's ICT infrastructure, business systems, and digital services. The role requires an individual who can confidently manage daily technology operations, proactively identify system improvement opportunities, and ensure uninterrupted availability of mission-critical ICT resources. The position combines systems administration, network support, information security, user assistance, website administration, technology documentation, and vendor coordination within a dynamic professional environment. Working closely with management and external technology partners, the ICT System Administrator and Support Officer will oversee the installation, configuration, monitoring, maintenance, and optimization of servers, workstations, communication networks, and cloud-based services. The position also plays a significant role in strengthening cybersecurity controls, supporting business continuity initiatives, safeguarding organizational data, and ensuring compliance with internal ICT governance policies and regulatory requirements. Beyond infrastructure management, the role involves providing timely technical assistance to staff, resolving software and hardware incidents, maintaining user accounts, supporting productivity applications, and delivering practical ICT solutions that improve operational effectiveness. The officer will also contribute to maintaining the Scheme's digital presence by supporting website updates, assisting with online communication platforms, and facilitating technology-driven business processes. The ideal candidate should demonstrate excellent analytical thinking, strong troubleshooting abilities, effective communication skills, and a commitment to delivering responsive customer service. They should possess the ability to prioritize competing assignments, adapt to evolving technologies, and work independently while collaborating effectively with colleagues and external stakeholders. This position offers an opportunity to work within a respected public institution that values professionalism, integrity, innovation, accountability, and continuous improvement. Employees benefit from a structured working environment, exposure to modern enterprise technologies, continuous professional development opportunities, and participation in meaningful projects that contribute to organizational efficiency and service excellence. Individuals with a strong background in ICT support, systems administration, networking, cybersecurity, and digital services who are eager to build a rewarding long-term career are encouraged to submit their applications. The successful applicant will help ensure that the Scheme's technology infrastructure continues to support strategic objectives while providing dependable ICT services to all users.

Key Responsibilities

Deliver responsive first-line and second-line ICT technical support to employees by diagnosing and resolving hardware, software, operating system, application, printer, and connectivity issues.
Install, configure, upgrade, and maintain desktop computers, laptops, servers, printers, scanners, communication devices, and other ICT equipment.
Create, modify, secure, and manage user accounts, passwords, permissions, and access rights across enterprise systems.
Administer Microsoft Windows environments, productivity applications, email platforms, and Active Directory services.
Monitor server health, network performance, storage capacity, and system availability to ensure uninterrupted operations.
Perform preventive maintenance activities to improve system reliability and reduce unexpected downtime.
Install software patches, firmware updates, security fixes, and operating system upgrades according to approved maintenance schedules.
Maintain reliable local area networks, wireless infrastructure, internet connectivity, and network security devices.
Assist in configuring routers, switches, firewalls, and related networking equipment.
Support cloud-based applications and technology services while maintaining secure access controls.
Monitor cybersecurity threats and implement appropriate security measures to protect organizational information assets.
Execute scheduled data backups, restoration tests, and disaster recovery procedures to safeguard critical business information.
Support implementation of ICT governance, information security, and data protection policies.
Maintain accurate ICT inventory records, asset registers, software licensing records, and equipment lifecycle documentation.
Coordinate preventive maintenance and repair activities with approved ICT vendors and service providers.
Assist in evaluating technology solutions that improve operational efficiency and business performance.
Maintain and update the organization's website by publishing approved content and ensuring functionality.
Provide basic technical support for digital communication platforms and organizational social media channels.
Generate ICT operational reports, performance statistics, incident summaries, and support documentation for management review.
Document technical procedures, troubleshooting guides, configuration records, and ICT standards.
Participate in ICT projects involving system implementation, upgrades, migrations, and technology improvements.
Support procurement planning by identifying ICT equipment replacement and upgrade requirements.
Assist staff during onboarding by configuring user devices and providing technology orientation.
Provide user awareness guidance on cybersecurity, password protection, phishing prevention, and safe computing practices.
Monitor antivirus solutions, endpoint protection platforms, and security compliance requirements.
Support remote users through virtual assistance and remote administration tools.
Escalate complex technical incidents appropriately while tracking progress until successful resolution.
Ensure ICT services comply with organizational policies and applicable regulatory requirements.
Maintain confidentiality when handling sensitive organizational information and digital records.
Contribute innovative ideas that enhance ICT service delivery, digital transformation, and operational excellence.
Perform any additional ICT-related responsibilities assigned in support of organizational objectives.

Qualifications & Requirements

Applicants should possess a bachelor's degree in information technology, Computer Science, Information Systems, Software Engineering, or another closely related ICT discipline from a recognized institution. Candidates should demonstrate sound technical knowledge in systems administration, desktop support, networking, cybersecurity, cloud technologies, database support, and enterprise ICT operations. A minimum of four years of relevant professional experience supporting ICT infrastructure, end
user services, or systems administration is required.
Professional certifications such as CompTIA A+, Network+, CCNA, Microsoft Certified credentials, ITIL, Google IT Support, cloud platform certifications, project management certifications, AI or machine learning certifications will provide a competitive advantage, particularly where candidates possess at least two recognized certifications.
The successful candidate should demonstrate strong troubleshooting skills, analytical thinking, excellent communication abilities, customer service orientation, and the capacity to prioritize multiple assignments under minimal supervision. Practical experience with Microsoft technologies, Active Directory, networking concepts, data backup, disaster recovery, HTML, website administration, cloud services, and basic scripting or coding will be highly desirable. The role also requires strong organizational skills, integrity, attention to detail, adaptability to emerging technologies, teamwork, professionalism, confidentiality, and a continuous learning mindset capable of supporting evolving business technology requirements.

How to Apply

Interested candidates should submit their applications exclusively through the Kenya Revenue Authority e-Recruitment Portal. Applicants should first register an account, verify their email address, complete their candidate profile, and then log in to access available vacancies. After selecting the ICT System Administrator and Support Officer position, complete all mandatory application fields, review the information provided, accept the Data Privacy Statement, and submit the application through the online recruitment system before the closing date. Applicants experiencing technical difficulties during the application process may contact the KRA Human Resources support team via isupporthr@kra.go.ke for assistance. Only online applications submitted through the official recruitment portal will be considered. The Kenya Revenue Authority does not charge any fee at any stage of its recruitment process, including registration, application, shortlisting, interviews, or appointment. Candidates are encouraged to beware of fraudulent recruitment schemes and submit their applications only through the official KRA recruitment platform.

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ICT System Administrator and Support Officer – Kenya Revenue Authority (KRA), Nairobi