22-107 Computer Management Specialist (Systems Analyst)

GENERAL INFORMATION

USAID DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW, PROCESSING, OR TRAINING) AND DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANT’S BANK ACCOUNTS.

1. SOLICITATION NO.: 22-107
2. ISSUANCE DATE: July 1, 2022
3. CLOSING DATE AND TIME FOR RECEIPT OF OFFERS: July 17, 2022 (4:30 PM East Africa Time).
4. POINT OF CONTACT: USAID Kenya and East Africa Human Resources, e-mail at [email protected]
5. POSITION TITLE: USAID Computer Management Specialist (Systems Architect)
6. MARKET VALUE: Equivalent to FSN-11 Step 1 (4,792,523 KSH per annum) to Step 13 (8,147,267 KSH per annum).In accordance with AIDAR Appendix J and the Local Compensation Plan of USAID/Kenya and East Africa. Final compensation will be negotiated within the listed market value.
7. PERIOD OF PERFORMANCE: The services provided under this contract are expected to be of a continuing nature that will be executed by USAID through a series of sequential contracts, subject to the availability of funds, the continued need for services and successful performance. It is anticipated that the selection of the successful candidate will be completed within an estimated six-month period from the closing date of this solicitation. The base period will be for one year with the commencement date based upon successful medical clearance and security certification. Contingent on Agency needs, the Contracting Officer may exercise four additional option periods from the contract commencement date.
8. PLACE OF PERFORMANCE: Nairobi, Kenya;with possible travel as stated in the Statement of Duties.
9. ELIGIBLE OFFERORS: Open to qualified Kenyan Citizens, including current locally hired employees of the US Government in Kenya. Employees presently on probation are ineligible to apply.
10. SECURITY LEVEL REQUIRED: Security certification issued by the US Embassy RSO.
11. STATEMENT OF DUTIES:

General Statement of Purpose of the Contract

The Computer Management Specialist is a member of the Information Technology Management Team (ITMT) of USAID/KEA’s Executive Office with responsibility for providing expert IT support and guidance on computer systems, technical operations, software application systems, repair and maintenance of hardware, network connectivity, systems development, and support for telecommunications and networking operations for over 475 workstations and 459 users in Mission offices in Kenya and Somalia. The work requires a broad and comprehensive knowledge of Local Area Network (LAN), Wide Area Network (WAN), and Laptop/PC-based hardware and software. The Specialist performs and supervises the day-to-day operation, installation, repair, maintenance, support, and management of the Windows Server Family, Laptop, PC/LAN, and PC hardware, software, peripherals, data communication equipment, telephone systems, accessories, auxiliary equipment, automation facilities, and video-conferencing facilities. The Specialist’s focus area, for which s/he serves as the main point of contact, is IT technical operations / AIDNet / Applications for USAID KEA and USAID Somalia. In support of the Mission’s complex computer installation with three major systems platforms running parallel, the Computer Management Specialist designs, develops, implements, and manages technical operations in collaboration with M/CIO’s office and at the direction of the Deputy Executive Officer. The Specialist ensures all systems are in working condition and resolves any breakdown with the help of the CIO-Helpdesk office. The Specialist serves as the point of contact for maintenance contracts for the Internet connections, computer equipment, and peripherals (printers, scanners, UPS, PIV cards). The incumbent provides the full range of training to users and conducts troubleshooting as required.

Given the size and complexity of the USAID/KEA Mission – the largest USAID mission in the world, and its computer systems, the job holder shared full IT Management responsibility with two other Computer Management Specialists. The System Administrator role is shared among the three CMS positions on a rotational basis at which time the position that assumes the IT Team Leadership role also assumes the main POC role with the Washington/CIO office. In this capacity, the Specialist(s) also serves as an advisor to the Supervisory Executive Officer and Deputy Executive Officers for all IT related procurements and is responsible for purchase of all IT equipment including Laptops, PCs, peripherals, UPS, printers, network equipment, cell phones, radio equipment, RSA remote access tokens, laptops, mobiles devices (smart phones, iPads), and other IT related equipment which are needed in performing day-to-day USAID business. The Specialist reports directly to a Deputy Executive Officer.

Statement of Duties to be Performed

1. Computer Operations 25%

The Specialist serves as the IT expert in charge of day-to-day operations and support of personal computer hardware, software applications, peripherals (workstations, terminals, printers, plotters, scanners, etc.), data communication equipment (radios, modems, data encryption equipment, servers, virtual desktop services, routers, bridges, PIV-A and PIV cards, network wiring cable, switches, racks, etc.), accessories (buffers, sharers, data switches, computer mice, etc.), and auxiliary equipment (small to medium UPSs, AVRS, computer room air conditioning, power, temperature and humidity monitoring systems, and integrated online temperature and humidity alarm and control systems). The incumbent serves as the principal Computer Management Specialist for Technical Operations / AIDNet / Applications of all the systems in the USAID Kenya and East Africa Complex. In his/her capacity as the IT Technical Operations / AIDNet / Applications Specialist, the incumbent guarantees that all the central computer systems, namely the systems and LAN servers (both physical and virtual), are operating at optimum levels, with minimal down time. In addition s/he is accountable for the hardware related operational support for controller data processing function in both USAIDKenya and East Africa OFM. The data processing functions include Phoenix, ASIST, WebTA, E2, GLAAS, PhoenixViewer, DIS, FACTSInfo Legacy, FACTSInfo NextGen, ServiceNow, myServices, OPS. The incumbent is the principal CMS responsible for the daily startup of the computer systems and making certain that all the hardware and software systems are operating at optimum levels.

The incumbent establishes physical security controls in the computer room for the protection and safeguarding of the central systems to ensure that the integrity and reliability of all the databases on all the systems is maintained.

2. Installation, Maintenance, and Troubleshooting 20%

The Specialist is responsible for all IT equipment maintenance and troubleshooting. In this capacity, s/he conducts troubleshooting for all hardware and telecommunication problems including computer cabling, LAN and telephone wiring. The Specialist is responsible for installation, monitoring, testing, and network management of Windows Desktop, Windows Server, CISCO Network devices, PC/LAN, and Laptop/PC hardware, software, peripherals, data communications equipment, accessories, and auxiliary equipment, recommending and performing systems programming, fine-tuning, upgrade enhancements, and reconfiguration to attain optimum system efficiency and performance. Ensures that computer hardware systems telecommunications and peripheral equipment are operated in accordance with Agency computer security policies, standards, and guidelines. The Specialist provides prompt repair and maintenance services to IT equipment personally or by utilizing contractor’s engineers, working under various repair and maintenance contract agreements with the Mission to ensure that the serviced equipment is operating at optimum levels. S/he serves as the COR for all the IT maintenance and repair related jobs carried out by external contractors. In addition, the Specialist conducts quarterly preventive maintenance for all IT equipment including environmental control hardware, such as UPSs, PABXs, Air conditioners and Fire Extinguishers.

The Specialist responds to program instructions and unscheduled program halts on Windows desktop and Windows Server, PC/LAN and Laptop/PC systems caused by machine failure, program bugs, or invalid data, and decides on whether to shut down particular systems in the event of equipment or systems failure, based on a thorough analysis of the problem. The Specialist indicates and advises on recovery procedures, including verification and reconstruction of data after failure; coordinates with appropriate US Embassy technicians for the best course of action for unusual operational concerns and issues, like extended power outages, breach in facility security, accessibility, improper equipment grounding, relocation of various automation peripherals, re-wiring, etc.; performs periodic housekeeping activities required for PC/LAN servers to remove unnecessary files, release unused disk space, reorganize databases, archive inactive documents, etc., with the ultimate goal of balancing workload, data integrity, and maximum utilization of disk space; and, schedules and oversees preventive maintenance for CISCO network devices, PC/LAN and Laptop/PC hardware, software, applications, data communication equipment, accessories and auxiliary equipment.

3. User Support and Training 15%

The Specialist is responsible for providing first-line end-user support to 459 users on the use, operation, features, and capabilities of the Windows Desktop, PC/LAN and Laptop/PC hardware; conversion of data, word, graphics and images to various format and storage media; archiving and retrieval of data, text, graphics, and image files; use of corporate applications such as Google Suite, E2, GLAAS, Phoenix, WebTA, ASIST, OPS, etc., and PC software packages such as ArcGIS, etc. ), and other office automation software. The incumbent is responsible for managing the EXO/ITMT user Help Desk. S/he accomplishes this task by reviewing the user requests for assistance in hardware/telecom/software operational problems on the Windows Operating systems and/or the LAN. The incumbent assigns assistance requests to appropriate EXO/ITMT staff with technical expertise on dealing with reported problems. If required, the incumbent offers one on one training to users on Microsoft Windows, Microsoft Word, G Suite applications, Microsoft Excel, Microsoft PowerPoint and other computer and telecommunication utilities. The Specialist is responsible for configuration of USAID Gmail and calendar on smartphones.

4. Data Communications and Networking Operations 10%

The Specialist is responsible for all IT-related data, audio, and visual communications installation and implementation in the Mission; coordinates the installation, repair, maintenance, and inventory of communications hardware, software, and accessories owned by the Mission and/or installed by the Embassy; coordinates the installation, maintenance, and replacement of power outlets and extensions, communication lines, and network wiring in support of the data communications, networking and the inter-connectivity of Mission IT hardware, peripherals, and auxiliary equipment, monitoring communications and networking activities to and from USAID/Washington, the US Embassy, and other Missions, coordinating with designated technical personnel to resolve issues on connections, line conditions, transmission traffic, down time, etc., recommending data communications and networking system changes and improvements whenever necessary. The Specialist performs prescribed trial-and-error testing procedures to determine sources of problems, and the detection of potential communications and networking malfunctions, and develops a log for recording communication and networking malfunctions and solutions for analysis purposes and provides and monitors Remote access for Mission staff. The Specialist maintains the Mission’s Intranet site; keeps track of documents available on the intranet site; makes certain information available is up to date and current; and ensures mandatory standards are implemented during updates.

5. Systems Security Operations 10%

Together with other Computer Management Specialists, the incumbent is responsible for developing, maintaining, and testing the Mission security plans, contingency plans, and provides immediate advice on disaster recovery plans; ensures physical and system security of the Information Management System; ensures all network and standalone equipment are configured according to Agency guidelines; reports security incidents to AID/Washington/IRM and with their coordination tackles problems; ensures all software are approved by the Information Systems Security Officer (ISSO); obtains new software installation permissions from the Policy Management Office (PMO) in Washington; and installs AID/Washington/IRM-approved security patches, and ensures Antivirus software engines and definitions are updated. The Specialist is required to monitor information systems through the network security scanning service, and provide guidance on findings/vulnerabilities, installation of required patches, upgrade of operation system in peripheral hardware (e.g. printers, scanners, Cisco Switches, Cisco Routers and other network connected devices). The Specialist provides guidance and advice on the safe use of computer systems and provides mandatory computer security training to staff. The Specialist is also responsible for monitoring and addressing vulnerabilities detected in computer security scanning performed by M/CIO. The Specialist develops and maintains standard operating procedure (SOP) documentation and log files of all system backup, verification, disaster, program dumps, and reorganization; regularly reviews and enhances backup procedures and strategies to meet the ever-changing configuration of Mission IT hardware and software programs, while providing technical assistance; and coordinates with the Executive Officers to ensure that an adequate, safe, secure, and fire-proof area is available to secure core network equipment/devices and data. The Specialist provides guidance on ADS 547 to the contracting office for implementing partners on information security of software developed by implementing partners and helps implementing partners to obtain certification for new IT Systems from IRM Washington DC.

6. Procurement Planning and Inventory 10%

Together with the other Computer Management Specialists, the incumbent plans annual fiscal year IT OE budgets and advises the Executive Officers on IT-related procurements; forecasts IT requirements on a fiscal year basis, and plans ahead before any project starts; keeps logs of IT supplies and plans future IT supply requirements; provides technical assistance to the EXO Procurement Specialist during procurement of IT equipment/supplies; plans, undertakes, and monitors IT projects in the Mission, keeping in view current and future requirements; prepares and presents feasibility reports before the launch of IT projects and recommends the best possible way to achieve results. The incumbent is also responsible for maintaining a computerized IT hardware/telecom/software inventory, which is reconciled with GSO’s nonexpendable property, inventory database, and IRM’s AIMS list.

7. Application support 10%

The Specialist manages and oversees the entire application portfolio for the Mission, including but not limited to, the most complex and sophisticated applications developed by USAID/W and the Mission for financial management, project administration, communications, and operations management. These applications include, but are not limited to Phoenix, PhoenixViewer, WebT&A, e2, OPS, ASIST, GLAAS, MyServices, ServiceNow, FACTSInfo NextGen, Development Information Solution (DIS), Cloud applications G Suite, Office 365 etc.. Manages and supports the implementation and use of the Mission databases. Manages the implementation of new Agency solutions including migration to the CIO-approved USAID Google Cloud solution, Adobe connect, GLAAS, including an electronic archiving and document management system (ASIST). The incumbent serves as a super user for USAID programs to ensure users have access as needed to mission critical systems. The Specialist is responsible for setting up Google Apps for USAID/GMAIL, mission to mission account transfer, mission to headquarter account transfer and Gmail apps on Agency approved smartphones, tablets and laptops. The Specialist is responsible for management of Remote Access Tokens. This includes assigning new tokens and token transfers. The Specialist maintains familiarity with Department of State resources, regulations and training requirements to educate customers who use the DoS OpenNet system.

Supervisory Relationship

The Deputy Executive Officer provides general supervision and provides the overall objectives for the incumbent, suggests approaches to consider, and reviews completed work, reports, and other assignments. Assignments are made orally and in writing. The Specialist performs assignments independently and work is reviewed in terms of overall computer performance, installation quality and timeliness, repair and maintenance response, and user feedback. The Supervisor establishes the basic parameters of work and determines major priorities. Routine and/or recurring work is reviewed on a periodic basis, while task-oriented work is reviewed as completed.

Supervisory Controls

Has direct supervisory responsibility of two CCN Computer Management Assistants.

PHYSICAL DEMANDS: The work requested does not involve undue physical demands.

MINIMUM QUALIFICATIONS REQUIRED FOR THIS POSITION

Any application that does not meet the minimum requirements stated below will not be evaluated.

1. Education: Bachelor’s Degree in Computer Science, Software/Computer Engineering, Information Technology, Systems Administration or a closely related field is required.
2. Prior Work Experience: At least five years of professional IT work experience of a program or technical nature, where emphasis is placed on analytical, judgmental, and expository abilities with respect to the operation, management, and utilization of IT systems of substantial size and complexity is required. At least three years of this experience must have been in the operation of computer systems, providing PC support, and performing work of an entry-level programming nature. Experience in working in a cloud-based and client/server environment is required. Experience in effectively communicating with customers, employees, and senior management.
3. Language Proficiency: Level IV English and Kiswahili (fluency) is required.

EVALUATION AND SELECTION FACTORS

The Government may award a contract without discussions with offerors in accordance with FAR 52.215-1. The CO reserves the right at any point in the evaluation process to establish a competitive range of offerors with whom negotiations will be conducted pursuant to FAR 15.306(c). In accordance with FAR 52.215-1, if the CO determines that the number of offers that would otherwise be in the competitive range exceeds the number at which an efficient competition can be conducted, the CO may limit the number of offerors in the competitive range to the greatest number that will permit an efficient competition among the most highly rated offers. The FAR provisions referenced above are available at https://www.acquisition.gov/browse/index/far.

– Job Knowledge (60 points)

The Specialist requires a thorough knowledge of automation operation concepts, analysis, and management; systems monitoring, performance, and fine tuning methodologies; program and data file integrity and backup strategies; disaster and recovery planning methods; communications and networking concepts and operations; diagnosis, troubleshooting, repair and maintenance procedures and techniques; operating and maintenance concepts for UPS, alarm systems, air conditioners, wiring, and cabling; relevant computer languages; operations research concepts and applications; PC/LAN and Laptop/PC hardware, software, and utility programs; standard business work process and management principles; and a general knowledge of the principles, techniques, and methodologies involved in extended relational database structure and analysis is required. The Specialist requires a good knowledge of or the ability to quickly gain a good knowledge of the capabilities and limitations of USG computer equipment and hardware; USG automation policies; fact-finding techniques appropriate for the work environment; programming languages; basic systems analysis and design techniques; systems programming documentation techniques; and, standard business practices and management principles. In addition, knowledge of Web programing and publishing software is required. Must have Webmaster and HTML experience.

– Skills and abilities (40 points)

Strong interpersonal skills are required in order to resolve operation-related issues and to develop and maintain two-way communications and promote improved computer services. The Specialist requires the ability to effectively manage, operate, repair, and maintain Mission PC/LAN and Laptop/PC hardware, software, and applications; use MS Windows Desktop and Server Family, network operating system, Ethernet connectivity, and LAN protocol. The Specialist requires the ability to work outside regular office hours, on weekends and holidays, or any other days as required. The Specialist requires good technical skills to trouble-shoot, diagnose, and resolve hardware and software problems, and to maximize the capabilities of computer resources. The Specialist requires the ability to relate priorities to the capabilities and limitations of the computer system and components on hand, in order to determine the capability to meet support requirements; the ability to articulate system requirements to managers in order to secure support for the computer program, and to maximize opportunities for automation; and the ability to train Mission staff in the use of software programs.

Total possible points: 100

LIST OF REQUIRED FORMS PRIOR TO AWARD

The CO will provide instructions about how to complete and submit any required forms after an offeror is selected for the contract award.

BENEFITS AND ALLOWANCES

Benefits and allowances are offered in accordance with the Local Compensation Plan (LCP).

TAXES

The Contractor must observe Kenyan laws including those concerning income and related tax obligations.

USAID REGULATIONS, POLICIES AND CONTRACT CLAUSES PERTAINING TO PSCs

USAID regulations and policies governing CCN and TCN PSC awards are available at these sources:

1. USAID Acquisition Regulation (AIDAR), Appendix J, “Direct USAID Contracts With a Cooperating Country National and with a Third Country National for Personal Services Abroad,” including contract clause “General Provisions,” available at https://www.usaid.gov/sites/default/files/documents/1868/aidar_0.pdf
2. Contract Cover Page form AID 309-1 available at https://www.usaid.gov/forms. Pricing by line item is to be determined upon contract award.
3. Acquisition & Assistance Policy Directives/Contract Information Bulletins (AAPDs/CIBs) for Personal Services Contracts with Individuals available at http://www.usaid.gov/work-usaid/aapds-cibs
4. Ethical Conduct. By the acceptance of a USAID personal services contract as an individual, the contractor will be acknowledging receipt of the “Standards of Ethical Conduct for Employees of the Executive Branch,” available from the U.S. Office of Government Ethics, in accordance with General Provision 2 and 5 CFR 2635. See https://www.oge.gov/web/oge.nsf/OGE%20Regulations
5. PSC Ombudsman The PSC Ombudsman serves as a resource for any Personal Services Contractor who has entered into a contract with the United States Agency for International Development and is available to provide clarity on their specific contract with the agency. Please visit our page for additional information: https://www.usaid.gov/work-usaid/personal-service-contracts-ombudsman

The PSC Ombudsman may be contacted via: [email protected]