Within the Executive Office, the Intermittent Information Technology (IT) section is responsible for providing Information and Communication Technology (ICT) services and support as well as overall management of USAID/IRAQ’s computer systems. These services include the following: general systems administration; information security and data protection; organization of all data and vital records; computer advisory services; system integration between USAID systems and Department of State systems; facilitation of the sharing of programmatic information with sister agencies, implementing partners and the Government of Iraq (GOI).
The USAID Mission in Iraq is headquartered in Baghdad, has an active disaster recovery system in Basrah with AIDNet, and users working remotely. The Mission’s electronic infrastructure is a complex collection of equipment/systems: high availability data storage, server equipment, VSAT systems, microwave and VPN links, heterogeneous network equipment, and other advanced technologies.
The system architecture is a virtualized MS Windows platform and consists of the following basic elements: Domain Controllers, SCCM Servers, Firewalls, Intrusion Detection Systems, File and Print Servers, SQL and Oracle Database Servers, and IIS WEB Servers. The virtual environment is supported by VMware vSphere and NetApp HA data storage clusters. Due to the security environment, contingency planning, its implementation and regular testing is vital for business continuity of the Mission. In addition there are many peripherals and multi-functional devices supporting daily office operations.
The Contractor will provide all levels of IT systems support for USAID/IRAQ enterprise architecture to include: day-to-day operations, installation, maintenance of computer and network equipment, systems and application administration, troubleshooting and backups, user assistance and training, operation of the request tracking system and providing first-line IT user support, inventory maintenance of IT equipment and GFE mobile devices.
USAID/IRAQ faces a variety of complex security challenges. The incumbent, together with the Systems Manager, supports a Contingency Planning, testing and implementation process which includes but is not limited to maintenance and update of the Contingency Plan as required; testing of customized recovery scenarios, maintenance and monitoring of data synchronization status between sites, etc.
DETAILED DUTIES AND RESPONSIBILITIES
LAN and WAN Operation and Administration (65% of time)
The primary objective of IT support work is ensuring the highest day-to-day information systems availability. The Intermittent Information Technology Specialist will work with the Network Operations Center (NOC) in Washington to maintain the Mission critical Information Communication Technologies such as corporate Virtual Private Network (VPN) which supports mission critical information system services and the Voice Over Internet Protocol (VoIP) telephone trunks.
The incumbent will be responsible for the Local Area Network (LAN) and Wide Area Network (WAN) including management of a medium sized virtual “server farm” and a complex collection of LAN devices and equipment that supports near to 100% availability. The incumbent will be responsible for over $500,000 worth of information systems equipment. The incumbent will install and maintain additional servers, network software and clients (PCs), upgrade new software releases, patch operating systems, optimize network performance, upgrade client software and maintain backed up copies of server data to prevent accidental loss.
The incumbent will also monitor the network and perform traffic analysis; and test and evaluate computer operating systems. Further, the incumbent will determine LAN and WAN effectiveness relative to systems in use and their support capability and compatibility with program applications. The incumbent will provide support for video conferencing technology. S/he will support video streams so USAID/Iraq can participate in such events as Town Halls conducted from USAID/Washington.
To keep the computer services in a high availability status, LAN and WAN operation and administration will include troubleshooting of servers, PCs, and LAN devices by replacing broken parts and performing preventive maintenance as required; maintaining system images and antivirus software on both servers and clients (PCs); and controlling access to Mission devices by maintaining positive control of network devices.
To properly perform LAN and WAN Operations and Administration, all networked devices, data synchronization to Disaster Recovery sites and data integrity must be monitored on a daily basis. The incumbent will be responsible to detect vulnerabilities and take corrective action, such as monitoring and deploying security patches and anti-virus updates to maintain USAID’s high standard of Information Systems Security. Information security is taken very seriously and assisting users to successfully navigate information security policy is also an important part of the job.
The incumbent is responsible for maintaining equipment inventories and proper disposal of equipment, including advising and assisting Implementing Partners with proper disposal. The incumbent will continually provide information technology solutions to a growing program staff.
Application Support/User Training (35% of time)
The incumbent will manage and provide support to all Mission staff on applications, such as: email usage (including the sharing of calendars), spreadsheets, word processing, photo management, graphics, financial management, procurement, project administration, timekeeping, travel management and personnel records. Incumbent issues IT equipment as approved by the Supervisory Executive Officer and maintains inventories.
USAID/IRAQ has several data-driven websites and online collaboration portals built using ORACLE, MS SQL Server and Active Server Pages (ASP), as well as MySQL/PHP. The incumbent will update and integrate these tools into a single tool or application suite. The incumbent will update and further develop macros and queries already in use by Mission staff to achieve better results and maximize efficiency. Additionally, when software applications are upgraded, it is the responsibility of the incumbent to rewrite existing database linkages, macros and queries.