Information Technology Consultant

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with scientific experts and global stakeholders to develop science-based standards and solutions that help strengthen regulatory systems, simplify complex manufacturing supply chains, enhance supply reliability, and support adoption of innovation. Used in more than 150 countries, USP standards and solutions play a critical role in helping increase the availability of quality medicines, supplements, and food ingredients worldwide.

USP’s Global Health and Manufacturing Services Division leverages and translates USP’s end-to-end scientific knowledge and expertise into practical applications and solutions that advance access to quality medicines and strengthen supply chain resiliency. USP’s areas of expertise include establishing and implementing pharmaceutical quality standards, supporting manufacturers in LMICs to meet international standards, advancing regulatory compliance and expediting product approval processes, while also strengthening broader pharmaceutical ecosystems to ensure quality-assured medicines.

USP Kenya requires services of an Individual/Firm service to provide Information Technology (IT) Support Services for USP Kenya Office. Currently we do not have local IT Department and we would like to outsource a vendor service to provide routine maintenance and service calls as Level- 2 support when required. We are looking for these services for 8 staff members that can increase, and decrease based on the project requirements. The consultant will be called upon to provide ad-hoc support to the USP Kenya team as needed.

The consultant will cover following responsibilities:

1. Level -2 IT Support services for USP Kenya.

2. Monitoring and Maintenance of computer hardware and networking systems for users.

3. Installation & Configuration of computer hardware, operating system etc.

4. Troubleshooting all hardware and networking issues until they are successfully resolved (or referral to third parties, If Appropriate)

5. Client Computers set-up, including new user account registration and network access configuration.

6. Creating Procedural Documentation to ensure proper record keeping of all work carried out.

7. Maintaining system capability by testing computer components.

8. Maintaining historical records by documenting hardware and changes and revisions

9. Ensuring the proper operation and functioning of the IT equipment’s, including backup routines of data records.

10. Maintaining client confidence and protecting operations by keeping information confidential.

11. Provision of advice about procurement of technology resources and any other duties assigned.

Provision of Services:

Hardware SupportServices:

Network SupportServices
• Hardware On-Site Support for Workstations, Laptops of users.
• Equipment’s Installation, Setups and Maintenance.
• Support Services for Multifunctional Printers,
• Scanner, PABX System
• Technology Consultation/ Inspection and Replacement
• Network Infrastructure &Diagram
• Wireless and Intranetworking
• Network Connectivity to all Users
• Routers, Switches, Firewall
• Cabling, Connection etc.
• Security Setup Support Camera etc.

Service Catalogue:

Service requests for problems received by the help desk will be given a Service Code from 1 – 4 based on how important responding to the problem is to the primary business of USP, as well as the availability of workarounds. The Service Code will be the basis for scheduling work on the backlog and assigning resources to the request. Critical, important, and supportive functions.

Service Code Definition

1 A Problem has madea critical function unusable or unavailable and no workaround exists.

2 A Problem hasmade a critical function unusable or unavailable, but a workaround exists. OR a Problem has madean important function unusable or unavailable and no workaround exists

3 A Problem has diminished critical or important functionality or performance.

4 A Problem has diminished supportive functionality or performance.

Service Code Initial Response Resolution

1 - 30 Minutes 8 Hours

2 - 30 Minutes 8 Hours

3 - 1 Hour 2 Calendar Days

4 - 1 Hour 4 Calendar Days

5. Period of Performance

The anticipated duration for these services will be occasional and varied over a three year period

Application Procedure

Please send your CV, Cover Letter, 3 References, and hourly rate (in USD) to GPH_Procurement@USP.org, by the closing date of May 31, 2026. When submitting your applications, please write “IT Support Consultant - Kenya” in the email Subject Line of your email.