Job Description
Statement of Duties to be Performed
Technical Support 55%
1. Information Technology Asset Management
- 1.1. Hardware Asset Management: Supports all phases of the IT asset lifecycle. This includes researching and recommending technology acquisitions, adhering to policy requirements for procurement, asset provisioning, inventory control, and disposal of technology assets in accordance with Agency policies.
- 1.2. Software Asset Management: Supports all phases of the software asset lifecycle. This includes researching and recommending software acquisitions, adhering to policy requirements for procurement, license provisioning, inventory management, and disposal of software assets in accordance with Agency policies.
2. Network Infrastructure and Services Support
- 2.1. Network Infrastructure Support: Coordinates with M/CIO and supervisor directs subordinate staff in managing the operational life cycle of the Local Area Network (LAN) infrastructure, including switches, routers, IP phones, virtual desktop infrastructure, and network security devices.
- 2.2. Network Services Support: Actively monitors and manages network activity to minimize downtime. Coordinates with M/CIO staff (and local ISPs) to ensure uninterrupted availability of AIDNet systems and applications and liaises with Department of State IT staff on any issues concerning USAID’s use of the OpenNet system.
3. Cybersecurity and Incident Response Operation
- 3.1. Security Control Implementation and Continuous Monitoring: Supports the overall information security posture of the Mission, and the confidentiality, integrity and availability of critical infrastructure. Implements security and privacy controls, provides information assurance support, and executes continuous monitoring activities of information systems.
- 3.2. Vulnerability Resolution, Incident Response, Awareness and Training: Monitors and remediates endpoint device and network infrastructure vulnerabilities independently, and in coordination with M/CIO staff and as delegated by Mission Information Technology Specialists. Performs the orientation and training of users on agency policies, procedures, and practices for information security.
4. Business Operations and Application Support
- 4.1. Business Process and Technology Integration: Reviews and identifies opportunities to optimize business operations, workflows, and data management through the use of technology and business applications. This includes applications used to support internal operations, as well as manage access to information resources.
- 4.2. Application Training: Provide training and guidance to users on how to utilize USAID business applications to maximize productivity and improve business process performance.
5. Program and Implementing Partner Support
- 5.1. Business Practices, Knowledge Sharing, and Consulting: Provides briefings and consultations for IT staff of local organizations, as appropriate, and in coordination with the A/CORs of the respective activity, to understand operations and constraints. Supports efforts in monitoring the acquisition, use, disposition, and security of IT equipment and software in ongoing projects managed by local USAID partners.
- 5.2. Pre-Award Surveys and Internal Controls Assessments: Supports, as appropriate, A/CORs in performing non-U.S. organization pre-award surveys (NUPAS), and control assessment activities for local organizations, to evaluate information technology, privacy and security, and related risk management practices.
Administrative Support 45%
6. Information Technology Service Management
- 6.1. Service Desk and Client Support Operations: Responds and proactively engages as the primary point of contact for IT service support. Maintains an active dialogue with Mission staff to ensure they receive technical support for Agency business applications, Mission events, and IT hardware issues.
- 6.2. Digital Workflow Management: Initiates service requests, tracks, responds to, and resolves assigned tickets in ServiceNow. Utilizes ServiceNow to collect and organize data on workloads, contribute to M/CIO data analytics, identify IT service issues, trends, and improve operations. Achieves service level standards for client support and strives to deliver satisfactory user experiences in IT services. Reports on customer service issues to ensure Mission-wide IT issues and challenges are addressed and customers receive quality support.
MINIMUM QUALIFICATIONS REQUIRED FOR THIS POSITION
All candidates must meet the Minimum Qualifications. Applications will be screened accordingly, and only those who meet the below, required criteria, will be moved forward in the recruitment process.
- Education: A Minimum two years of College or University studies in computer science, computer/electrical engineering, network/information systems, information technology, or related filed is required.
- Prior Work Experience: A minimum of five (5) years of professional work experience in IT service operations, systems administration, network administration, information systems security, or information technology operations, is required.
DEADLINE: SEPTEMBER 22, 2024
