Information Technology Assistant (ITA) at U.S. PEACE CORPS RWANDA | Kigali :Deadline: 06-10-2023

Vacancy Announcement: Information Technology Assistant (ITA)

Full Time Position, Minimum Work Week 40 Hours

Basic Salary Range: 14,822,588 Rwf to 25,198,395 per annum negotiable based on salary history and experience.

Applications closing date: 06 October 2023

BACKGROUND

The Peace Corps is an independent U.S. Government agency that sends American volunteers around the world to aid countries to fulfill their development needs.  The Peace Corps has programs in 65 countries with approximately 7,000 American volunteers of all ages and backgrounds.

The three goals of the Peace Corps are:

• To help the people of interested countries in meeting their needs for trained men and women;
• To help promote a better understanding of Americans on the part of peoples served;
• To help promote a better understanding of other people on the part of Americans.

Peace Corps originally opened its program in Rwanda in 1974, working for 20 years before closing its offices in 1994. It reopened its program in 2008 and Peace Corps Volunteers currently work in Health and TEFL Education, responding directly to the Government of Rwanda’s priorities. We are seeking an enthusiastic individual who is a team player and self-starter with moral integrity and a spirit of continuous improvement to fill this vacancy.

BASIC FUNCTION

The Information Technology Assistant (ITA) reports directly to the Information Technology Manager (ITM) or Information Technology Specialist (ITS) with technical guidance provided by the International Technical Support group at the Peace Corps Headquarters in Washington, DC. The ITA is the primary contact for first-tier technical support, staff training, online content management, and policy compliance at post. Daily tasks will be managed by the IT Manager/Specialist. The ITA will be required to travel and assist with IT related issues in an event that the ITM/S not able to travel to remote offices.  The ITA will carry out the duties of the ITM/S when the ITM/S is absent or if the ITM/S position is vacant.

DUTIES AND RESPONSIBILITIES:

• Customer Technical Support
  • Provide first-tier computer, printer, network, and software application support for all staff. Escalate unresolved problems to the IT Manager or Specialist. Solicits assistance from the post’s Information Technology Manager/Specialist (ITM/S) when encountering issues beyond his/her expertise.
    • Assist the ITM/S in the management of the telephone system and photocopiers and with prior approval, escalate issues not resolved to Vendors that will come in to resolves such issues.
    • Assist staff in moving IT equipment to locations where such equipment will be required for use. Coordinates equipment requests/delivery/return from Staff and ensures all appropriate forms are completed with proper authorizations signatures. Verify equipment is good condition when returned.
    • Replace toner in printers and copiers.
    • Identifies recurring problems, systemic problems or other factors impacting computer use at post and reports them to the post’s ITM/S.
    • Independently manages hardware and software in the environment; identifies and solves technical problems including, but not limited to, hardware, software, and Internet connectivity issues. Re-images and reassigns computer equipment as staff positions are filled or vacated. All of the above will be conducted under OCIO Peace Corps guidelines and policies.
    • Provide IT support to Volunteers in accordance with standard operating procedures including supporting required Volunteer IT applications, providing WiFi access to Volunteers, and providing general workstations that include printing and scanning capabilities.
    • Provide support and guidance to Peace Corps Volunteers (PCVs) over the phone or in person and communicate back with PCVs to ensure the situation was resolved.

• Network and Systems Administration
• Monitor users’ internet access to comply with agency security standards
• Monitor compliance in terms of applications use, and be point of contact to new requirements between Post and the U.S.-based Office of the Chief Information Officer (OCIO)
• Monitor and guide the use of external storage resources on the network so as to remain compliant to Agency Security policies
• Provide Weekly IT Security reminders and notification to staff
  
  
  

• Information Management
  • Ensures that post data is organized in an efficient manner, easily accessed and stored in a safe and secure environment. Maintains and administers data storage databases and applications. Ensures privileged data is only available to authorized staff and reports attempted access to prohibited data to the appropriate authorities.
    • Maintains an up-to-date and accurate inventory of Post IT assets.
    • Maintains Post personnel and PCV databases.
    • Responsible for updating all staff information changes on local server and workstations as necessary.
    • Maintains, updates, troubleshoots users directory list in Secure File Transfer Protocol (SFTP).

• User Training
  • Conducts formal and informal IT training to staff with varying degrees of technical proficiency. Training will be conducted on software applications mainly based on Windows Platform, appropriate use of IT in the workplace, Microsoft Office programs, and other Peace Corps applications.
  • Provide IT user orientation for new staff.
  • Develop and maintain a comprehensive library of training materials.
  • Provide training to Peace Corps Trainees during Pre-Service Training
    
    
    

• Online Content Management
  • Support the creation, development, and management of content for post web presence.
  • Oversee and manage the Facebook and other social networking presence of Peace Corps Post in conjunction with the Volunteer teams tasked with content management of such social network forums.
  • Identifying and sharing noteworthy content that highlights Peace Corps Post and Volunteers’ services to senior staff.
  • Review PCV blogs to ensure compliance with Peace Corps standard policies.

• IT Administrative Tasks
  • Responsible for complying with all administrative tasks related to Information Technology as assigned by the ITM/S
  • Maintain and organize IT relevant documentation (Forms and Incident reports)
  • Work with ITM/S in submission of Track-it tickets for unresolved IT issues at Post.
  • Maintain and manage Office shared files in accordance to Post Record Management
  • Assist Volunteer Liaison Assistant with uploading Volunteer photos and data into Peace Corps application.

QUALIFICATIONS

• Education: Completion of education or training resulting in a BA/BSC in computers, computer science or Information Systems Management; or the host country academic equivalent. Further education or work experience in the fields of computer science, information systems management, electronics engineering, or equivalent, is preferred. Certification in A+, Network+, Security+ CCNA or similar is desirable.
• Prior Work Experience: Five (5) years of experience with the administration of computer server systems is preferred.
• Language: Must possess English fluency in both written and spoken communication.
• Advanced knowledge of Microsoft Office 365 Suite (Word, Excel, Powerpoint, Outlook, MS Teams). Candidates must take a technical test
• Demonstrated experience in Online Content Management (Web pages, Social Media, etc.). This should be evident in the CV and/or explained in the Cover Letter
• Skills and Abilities: Good interpersonal skills to develop and maintain two-way communications, and promote computer services.

APPLICANT INSTRUCTIONS

Interested candidates should send their both cv and cover letter (Within the cover letter state whether or not you have ever served Peace Corps as a Trainee or Volunteer (including Response), or as a staff member (USDH, PSC, or FSN), and if so, to identify the position location, position type, title, and starting and ending dates.) combined no later than 06^th October 2023 via the apply button below.

The title of the position should be clearly marked in the subject line of the email message.

Only short-listed candidates will be contacted.

Position Statements:

• The anticipated contract will be for a base period, with up to four option periods, exercisable at the unilateral option of the Peace Corps based on satisfactory performance, continued need for the position, and availability of funds.
• A contract is contingent on availability of funds, reference checks, and background check
• One or more positions may be filled from the announcement.
• Peace Corps reserves the right to not evaluate or to withhold an offer of a personal services contract to an individual that has a history of poor past performance or conduct as a Peace Corps Trainee, Volunteer, or staff member (USDH, PSC, or FSN).
• Peace Corps reserves the right to withhold an offer of a personal services contract to an individual that is a relative or household member of a current Peace Corps staff member.
• Individuals who have current or prior connections with intelligence activities or agencies through employment, related work, or even family relations may be ineligible for a personal services contract.
• Individual will be required to follow any workplace health and/or safety rules indicated for their position – including complying with any medical and/or training requirements specified for their position in accordance with public health and/or occupational health or safety policies.
• Peace Corps will not discriminate against an applicant because of that person’s race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older, except when the applicant is beyond the mandatory retirement age in the country of assignment), disability, or genetic information.
• Individual may be asked to complete one or more temporary duty assignments at other Peace Corps posts, transfer to another Peace Corps post, or to complete a detail with another USG Agency, a Peace Corps Headquarters office, or with a post other than the post of assignment. As part of an approved detail, the individual may be requested to perform work that may be specifically in line with or may add to the duties stated in the contract.
• The Contractor operates with a high degree of independence and reports to the Information Technology Manager (ITM) or Information Technology Specialist (ITS) who, in consultation, establish basic parameters of work and determine priorities and deadlines in terms of policy, priorities, results to be achieved, and basic approaches. Assignments are made orally and in writing. Routine and recurring work is reviewed on a periodic basis while task-oriented work is reviewed as completed.
• Guidelines consist of established procedures, policies and handbooks covering the application of analytical methods, techniques and reference material, instructions and regulations covering the subjects involved. Guidelines which are not completely applicable to the work or have gaps in specificity will require the employee use judgement to choose, interpret and adapt the guidelines to specific issues or subjects.
• The work involves the maintenance and administration of IT systems at Post. Difficulty is encountered when issues arise which are beyond the capabilities of the ITA. While the ITA is expected to troubleshoot issues proactively, s/he must possess the ability to clearly communicate issues to the IT specialist or Tier-II support staff (within the International Support & Operations group at Peace Corps Headquarters) to aid in finding a quick and efficient resolution.
• The purpose of the work is to provide post with Tier-I technical coverage. The employee will work closely with Post staff on a daily basis and make contributions to the operations of other teams within Post.
• Personal contacts are with individuals outside of the agency and may include consultants, contractors, vendors or business executives in a moderately unstructured setting.
• The purpose of contacts is to enhance the ability to work effectively with the Internet Service Provider (ISP) and other providers of professional services to maintain the integrity of Peace Corps systems and continue the mission of the agency.
• The work is primarily sedentary, although some walking, bending or carrying of light items may be required.
• The work environment involves everyday risks and discomforts that require normal safety precautions typical of such places as offices, meeting rooms, training rooms, etc. The work area is adequately lighted, heated and ventilated.

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