Computer Management Assistant (Helpdesk)

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.

SOLICITATION NO.: 22-81

ISSUANCE DATE: May 24, 2022

CLOSING DATE AND TIME FOR RECEIPT OF OFFERS: June 6, 2022 (4:30 PM East Africa Time).

POINT OF CONTACT: USAID Kenya and East Africa Human Resources, e-mail at [email protected]

POSITION TITLE: USAID Computer Management Assistant (Helpdesk).

MARKET VALUE: Equivalent to FSN-7 Step 1 (1,726,077 KSH per annum) to Step 13 (2,934,333 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.

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.

PLACE OF PERFORMANCE: Nairobi, Kenya;with possible travel as stated in the Statement of Duties.

ELIGIBLE OFFERORS: Open to qualified Kenyan Citizens and Current locally hired employees of the US Mission in Kenya. Employees presently on probation are ineligible to apply.

SECURITY LEVEL REQUIRED: Security certification issued by the US Embassy RSO.

STATEMENT OF DUTIES:

General Statement of Purpose of the Contract

Within the Executive Office of USAID Kenya and East Africa (KEA), the Information System Division (ISD) is responsible for providing Information Technology Support Services which include Network and Communications, software like document processing Office 365, Adobe, Cloud based applications such as G Suite, Phoenix, Global Acquisition and Assistance System (GLAAS), EMC Documentum Agency Secure Image and Storage Tracking System (ASIST), e2i travel application, video conferencing applications like Webex, laptop computing infrastructure, mobile devices including iPhone, iPads, WiFi; all provisioned under a Local Area Network infrastructure running under a gigabit LAN and WiFi provisioned by Category (CAT) 6 and fiber optic gigabit Cisco supported infrastructure.

The Computer Management Assistant (Helpdesk) manages the ISD Help Desk and serves as the first point of contact for customers seeking technical assistance over the phone, email or walk-ins. The Assistant records events and problems and their resolution in the ServiceNow ticketing system. S/he directs unresolved issues to the next level of IT support personnel. The Assistant may consult with the callers over the telephone to try and assist the users on simple problems in addition to returning the calls that have been left on the message voicemail and forward any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on procedures. The incumbent also carries out a variety of administrative tasks such as arranging meetings, establishing filing, coordinating travel arrangements and reservations and screening visitors. Similarly, the incumbent provides the ISD Team with expendable supplies necessary to successfully conduct their duties. As the laptop pool Administrator, the incumbent is responsible for the issuance and tracking of all the laptops in the USAID Kenya Complex.

Given the size and complexity of the USAID/KEA Mission – the largest USAID mission in the world, and its computer systems, this position supports all queries regarding the 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 position reports to the Computer Management Specialist (Technical Operations).

Statement of Duties to be Performed

Computer Support and Help Desk Management 45%

The Assistant is responsible for planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. Responsible for the management of the ISD Help Desk, which receives over 100 service requests a day. Receives and records help desk calls concerning IT equipment and software problems and refers such calls to respective ISD Technical staff qualified to solve specific problems. Respond to email and phone queries within 24 hours of the original user request. Asks questions to determine nature of problem and perform remote troubleshooting with the user on rudimental troubleshooting procedures such as cable connections, printer configuration, powering on IT equipment, verifying AIDNET connectivity, WiFi access, mobile data bundle status and network printer connection to the LAN. The incumbent is the first point of contact for all MS-Office related requests for support. S/he will have exceptional understanding of MS-Word in order to support Mission users on all queries. Follows up with the users to ensure the issue has been fully resolved. The incumbent helps track tickets remaining open for a long time in ISD ServiceNow Helpdesk system and if the technical staff has acted on the ticket, goes ahead and closes the ticket. Gains feedback from customers about computer usage.

The incumbent is ISD’s POC for keeping accurate status records of MCIO mandated tasks. Works with the responsible team in ISD to record the status of MCIO tasks. Takes minutes during ISD meetings and ensures the different tasks in the section are addressed and closed at appropriate times. The Assistant provides computer hardware and related equipment logistical support, non-technical assistance to computer systems analysts, programmers, and operators, and performs other non-technical support functions. Responsible for researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements, develops and maintains problem tracking and resolution databases, develops customer support policies, procedures, and standards, and provides customer training.

IT and Mobile Hardware Inventory Management 35%

Ensures that USAID/KEA users adhere to the laid down procedures on reservation, utilization and prompt return of laptops. Ensures that laptops are in working condition when checked out by users and are properly configured with the up-to-date software. The incumbent verifies the condition of the laptops when returned by users. Installs any additional programs required by specific users. Configures new laptops and installs software (Laptop Operating Systems Software, i.e., Windows10 and application software, i.e., MS Word, MS Power Point, MS Excel, MS Access etc.). Ensures that users are familiar with the functions of laptops. Provides additional assistance to first time laptop users if needed. Rectifies any problems reported by laptop users and refers major problems to the ISD professional staff or to the ISD Electronic Technician. Troubleshoots software problems on the laptops. Checks the laptops for software viruses and runs the appropriate disinfectant to clear the viruses if found. Powers on loaner laptops and put them on the network to receive updates and security patches. Liaises with ISD technicians on laptops that cannot join the network for reconfiguration (imaging). Maintains files for each laptop and ensures borrowers sign the laptop log when they borrow and return the laptops. Issues laptop security cables with keys and keeps a spare key for each issued laptop. Updates inventory of issued and returned laptops appropriately in ServiceNow ticketing system in addition to the laptop log. Prepares laptop-issuing form for each staff to sign and scans and files the electronic copy to the issuing ticket in ServiceNow. The hard copy forms are also filed and stored in a cabinet in case of audit needs. Issues users with laptop accessories like bags, mice, speakers, power banks and ironKeys where necessary.

The Assistant maintains ISD inventory up-to-date and ensures IT hardware items issued to Mission staff are recorded in the Asset Management module of ServiceNow so that the ISD inventory records remain accurate. S/he also updates the asset records when the hardware items are returned by departing staff and also participates in the MCIO Wall to Wall annual inventory exercise.

Administrative and Records Management 20%

In liaison with the Computer Management Specialists and other ISD staff, the Incumbent participates in searching, obtaining, and providing necessary information or documents required within the USAID/KEA, AID/W M/CIO, and Somalia Missions. The incumbent is responsible for the transmitting and reminders of wild card messages and CIO notices to the entire USAID KEA Complex as approved by EXO. Manages the ISD system documentation library ensuring that all documents are filled in the appropriate directories. Under the direction of the Computer Operations Manager, the incumbent assists in generating a turn-in document for the purpose of returning obsolete hardware/software to the warehouse in addition to making requisition for new computer hardware and software. Maintains an electronic mailing list of outside contractors and vendors, from which she/he readily contacts specific vendors, when requested by the Systems Administrator and the other ISD staff. Ensures that exit passes for computer equipment leaving the office for ISD workshop, are prepared correctly.

Carries out administrative duties including photocopying and motor pool arrangement for the ISD staff. Screens ISD visitors and makes reservations for conference rooms for the ISD meetings, arranges for travel, types various correspondence, memorandum, cables and tabulations. Ensures correct format, punctuation, spelling, grammar, text editing and printing. In particular, the incumbent participates in the recording of new system configuration onto a worksheet, used for procuring new hardware and/or software. S/he receives the incoming mail or documents and distributes them to the appropriate ISD staff for action. The incumbent maintains and manages ISD working files, ensuring that documents are filed correctly and promptly. The incumbent is responsible for keeping ISD vital records that the Communications and Records office mandates each office/section to keep for their operations. Assists new employees in completing the ISD arrival and departure form, ensuring that it is stamped with current date and forwarded to the ISD professional for action, such as enrolling new users on the LAN in case of arrivals or deleting the login IDs in case of departures.

Makes requisitions for office supplies, including computer paper, and other IT paraphernalia for ISD from the General Services Office (GSO). The incumbent is the primary ISD POC for putting in GLAAS action for procurement. S/he liaises with the procurement office and the Finance office in putting in procurement requests of items that ISD office procure every year. S/he follows the request until it is approved by the Procurement Manager. The incumbent also makes any amendments to the request and deobligates remaining funds in the procurement request if any is unutilized by vendors.

Supervisory Relationship

The incumbent reports directly to the Computer Management Specialist (Technical Operations) and is expected to take initiative in accomplishing all the duties and responsibilities described in this Position Description.

Supervisory Controls

Supervision of other employees is not anticipated.

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: Secondary schooldiploma and at least two years of post-secondary education in Information Technology, Information Systems, Computer Science, Computer Engineering or related field is required
2. Prior Work Experience: A minimum of three (3) years of IT Helpdesk experience working at an Information Technology Management Team at an International Organization, Non-Governmental Organization, Donor Agency or Embassy is required.
3. Language Proficiency: Level IV (Fluent) English and Kiswahili 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 position requires a broad knowledge and understanding of Information Technology (IT) concepts, principles, and best practices as well as demonstrable experience handling the full spectrum of IT issues in a matrixed fast-paced environment. Must have a good understanding of the types of information being processed in order to ascertain probable errors in data and seek supervisory assistance to resolve various arising issues. Good understanding of computer systems, mobile devices and other technical products. Good working knowledge of the general regulations, procedures and policies pertaining to data input, and established office practices. Must have a thorough knowledge of data processing (Microsoft Office Suite, Office365) and a thorough proficiency in the operation of the latest computer hardware is required. Knowledge of Windows, G Suite, Microsoft applications and cloud-based applications is required.

– Skills and abilities (40 points)

Due to frequent interaction with external stakeholders in high stakes environments, the jobholder must be able to perceive, use, understand, manage, and handle emotions and communicate effectively to ensure positive working relationships are maintained. The incumbent must have exceptional interpersonal skills to deal with users who may have little technical knowledge and may be inconvenienced and frustrated by their computer problems and demonstrate high attention to detail and follow through. Ability to diagnose and resolve basic technical issues. Customer-oriented and cool-tempered, good Communication Skills both written and verbal. Must be skilled in superior interpersonal relations in order to discuss work problems with supported personnel.

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].