ThaiNGO

Please follow the checklist and submission guidelines, posted on the official website: https://th.usembassy.gov/

I. GENERAL INFORMATION

1. SOLICITATION NO.: 72048622R10019

2. ISSUANCE DATE: August 26, 2022

3. CLOSING DATE/TIME FOR RECEIPT OF OFFERS: September 24, 2022/11:59PM Bangkok, Thailand local time

4. POINT OF CONTACT: Kevarin Phirakansakun/ RDMA Human Resources Assistant

5. POSITION TITLE: REXO Information Management Assistant, FSN-9 (2 Positions)

6. MARKET VALUE: THB 727,921 – 1,273,860 per annum equivalent to FSN-9 in accordance with AIDAR Appendix J and the Local Compensation Plan of USAID/RDMA. Final compensation will be negotiated within the listed market value.

7. PERIOD OF PERFORMANCE: Five (5) years initial contract. 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 continued need of the position and availability of funds.

8. PLACE OF PERFORMANCE: The United States Agency for International Development/Regional Development Mission for Asia (USAID/RDMA), Bangkok, Thailand with possible travel as stated in the Statement of Duties.

9. ELIGIBLE OFFERORS: This position is opened to Cooperating Country National (CCN). Thai citizen or other country citizen lawfully admitted for permanent Thai residence is eligible to apply. Please note that USAID is not able to sponsor offerors for a Thai residency permit.

10. SECURITY LEVEL REQUIRED: The successful candidate shall be required to obtain a Security Certification for Employment from Regional Security Office.

11. STATEMENT OF DUTIES 

11.1. General Statement of Purpose of the Contract

The Information Management Assistant (IMA) is the member of the Information Technology (IT) Division, the Regional Executive Office (REXO) at USAID/RDMA. The incumbent is responsible for providing a broad range of Information Technology (IT) professional support services to the entire USAID/RDMA, and backstop remote support for the USAID/Burma and USAID/Laos staff. As a regional mission, the major duties and responsibilities of this incumbent are to primarily provide IT management support to RDMA mission and backstop the IT client service team. The IMA shares a range of responsibility for major aspects of IT management and operation of USAID/RDMA with their supervisor. The responsibilities is to manage the networks system including Microsoft Windows Operating System (OS) for workstation, Server, Virtual Machine infrastructure (VMWare), Mac Operating System (OS), Network Devices, Switch, Routers, Internet Links, Telecommunications Equipment, Voice over Internet Protocol (VoIP) telephone, Multi-function Printers, Wireless (Wi-Fi), Audio Visual (AV) system, Video Tele-conferencing system (VTC), Server Heating, ventilation, and air conditioning (HVAC), Uninterruptible Power Supply (UPS), State OpenNet system. This incumbent is also responsible for monitoring IT equipment vulnerability, IT security incident and compliance, and IT security device management.

11.2   Statement of Duties to be Performed

 

A.  TECHNOLOGY OPERATION AND INFORMATION SUPPORT SERVICES (30%)

• Technology Service Operation and Management:
  o   Serves as the primary point of contact of all required systems and applications for mission staff.
  o   Maintains an active dialogue with Mission staff to ensure they receive technical support for Agency approved applications for all requested IT hardware.
  o   Sets up and maintains users’ account creation, adds users into the appropriate logical group and other applications.
  o   Assists mission users on various Agency corporate applications, troubleshoots and coordinates with M/CIO (Management Bureau/Office of the Chief Information Officer) to mitigate application errors or configuration changes when needed. When users do not need those privileges, s/he will discontinue those services per the system owner requests.

• IT Customer Support:
  o   Provides guidance to users on how to best utilize applications to maximize productivity and ensures that the REXO/IT team responds quickly to ticketed service requests to resolve hardware and software issues in the most efficient and effective manner possible.
  o   Provides training on mission approved software applications including Microsoft Office, Mission applications and other approved software.

•  Mission Meeting Technical Support:
  o   Assists the supervisor or any other professional staff in REXO/IT in setting up and organizing multiple meeting rooms; ensures that all equipment work, and the right software is loaded.
  o   Provides user training by demonstrating the new technology including the use of Microsoft Word, Excel, Access, PowerPoint, Google Chrome, Internet Explorer and other Agency standard applications.

• Onsite and Training Support:
  o   Provides and guides mission staff on how to use voice conferences, manages, and troubleshoots the conference problems.
  o   Trains the mission staff and advises basic technical knowledge in order to proactively minimize the support cases.
  o   Suggests the appropriate connecting patterns, provides guidelines to use Google Meet effectively via both video and voice call over the Internet. For a larger group setting, s/he engages with the organizers to establish an effective meeting experience for the stakeholders. Installs the additional equipment and verifies that the voice and video quality is excellent.
  o   Guides the organizers and assists them to use all technical equipment effectively and provides tips to deliver a good meeting experience to users.

B. EQUIPMENT INSTALLATION, SUPPORT AND TROUBLESHOOTING (30%)

• Hardware Installation and Maintenance:
  o Assists the supervisor with new hardware/software configuration and installation.
  o Installs and maintains new off-the-shelf and mission developed applications. This includes installation of workstations, laptops, docking station, standing desk setup, cabling and upgrading the Windows operating systems.
  o Installs Microsoft network programs, sets up workstation batch files to ensure that all workstation performance is properly optimized.
  o Investigates and corrects any reported problems when possible and informs the supervisor of corrective measures taken. When staff need to relocate, s/he needs to make sure that staff equipment is transferred to a new location, the Local Area Network (LAN) port is configured securely for specific users.

• IT Technical Troubleshooting:
  o Troubleshoots the malfunctioning hardware. In the event that the incumbent is unable to repair the malfunction, s/he reports to the supervisor for action.
  o Coordinates with outside contractors or engineers to rectify the problem or install network cables, power supply or telephone cables, all IT and related equipment under the direction of the supervisor.

• Software Configuration and Maintenance:
  o Troubleshoots the operational software including Microsoft Office suite, Microsoft Servers, Google, Virtual Desktop Infrastructure (VDI) and Remote Access Support, Phoenix financial system, ASIST document management system.
  o Applies security software patches in addition to ensure all laptops and workstations within the mission are in compliance with Chief Information Office (CIO) standards. The incumbent is responsible for conducting periodic checks on all computer equipment to ensure that Antivirus software is up to date.

• Server Room Monitoring and Maintenance:
  o Assists the supervisor to ensure the HVAC (heating, ventilation, and air conditioning) installed in the mission server room is functioned and the operational environment is maintained.
  o Performs scheduled maintenance of the HVAC system, UPS, validates its operation and reports anomalies found within the system and reports to the supervisor.

C.  INFORMATION SYSTEMS MANAGEMENT (20%)

• IT System Monitoring and Administration:
  o Shares the responsibilities with the supervisor in supporting all aspects of Microsoft Windows Server Operating System (OS),  Microsoft Windows workstation, Virtual Private Network (VPN), Virtual Desktop Infrastructure (VDI), Remote Access Support and Mac OS workstation, Desktop, Laptop, Network devices (printers, copiers, scanners, digital scanner, etc.), telecommunications links and equipment such as Diplomatic Telecommunications Service Program Office (DTSPO), Agency Wifi, Leased line Internet connection, Switches, Routers, Firewall, Wide Area Network (WAN) accelerator appliance, and RSA SecurID token system.

• Account Monitoring and Administration:
  o Verifies the computer user account establishment meets the Agency user account management standard procedure.
  o Manages mission workstations and laptops including updating virus definitions in accordance with Agency requirements.
  o Configurates IT equipment to ensure compatibility of office forms and format.
  o Monitors the file server and user memory requirement in relation to disk usage so as to maximize memory and or disk space as required by all users.

• Safeguard and Securing System Device:
  o Secures the MAC OS devices, such as MacBooks, iPhones, iPads.
  o Installs AirWatch, FireEye, Netskope client email mandated by M/CIO.
  o Coordinates with customers and works closely with M/CIO for the software deployment.
  o Manages these assets into the inventory record for assets finding and coordinates with the Property Management Team for personal custody management.
  o Requests M/CIO to wipe out the assets, returns the device to stock and makes it available for the next user when the assets are no longer needed.

• IT Asset Monitoring and Administration:
  o Assist IMS for Mission IT Asset records in the Service Central system. S/he is responsible for continuing to maintain the Mission Asset Database.
  o Keeps the paper record of equipment issued forms provided to customers and reports the inventory to the Property Management Team.
  o Helps the supervisor in turning-in obsolete and/or redundant equipment for storage or disposal.
  o Inspects all the non-expendable and expendable IT equipment and is responsible for IT Asset Disposition according to M/CIO regulation.
  o Ensures a proper registration of all the hardware and software.

• Mission Intranet Management:
  o Assists mission staff in the use of Google sites platform which includes website design, development and technical set up.
  o Provides support to staff on the Agency cloud-based applications website and maintains its Mission Intranet presence.
  o Requests access for new publishers and collaborators who produce mission contents on the intranet.

D.  NETWORK INFRASTRUCTURE AND SERVICES MANAGEMENT (20%)

• Mission Telephone Support:
  o Collaborates with the supervisor in managing the Cisco Session Initiation Protocol (SIP) telephone system which includes telephone programming, hardware troubleshooting, users phone numbers and extensions management, call reporting and voicemail management.
  o Assists the supervisor on configuring the dial plan, call service reporting, and connectivity issue with the U.S. Embassy Bangkok telephone hub.
  o Monitors the Cisco Unified Communications Manager (CUCM) server and verifies the system operation, s/he will customize the call pickup group and set up the calling template according to the mission staff office plan.

• Network Services Management:
  o Secures Mission network resources using Cisco command line.
  o Ensures that only authorized network equipment will be able to connect to the Network system. When other devices are connected, the system will shut down the LAN signal on those devices immediately.

• Teleconferencing Support:
  o Manages and configures the VTC to support the regional businesses including other donor organizations, implementing partners.
  o Troubleshoots the conference services and assists users to implement the system securely.
  o Coordinates the setup’s requirements from diverse requesters which include USAID/RDMA, USAID/Washington D.C. offices, other U.S. government agencies, implementing partners and external parties worldwide.

• Vulnerability Resolution, Incident Response:
  o Addresses security issues using approved tools such as Windows System Center Configuration Manager (SCCM) reporting tool.
  o Assists the supervisor to set up a mitigation plan to remedy vulnerabilities, coordinates with mission staff to deploy fixes and patches the computer system. 
  
  The contractor is eligible or temporary duty (TDY) travel to the U.S., or to other Missions abroad, to participate in the "Foreign Service National" Fellowship Program, in accordance with USAID policy.

11.3. Supervisory Relationship 
This position reports directly to the Information Management Specialist or his/her designee.

11.4. Supervisory Controls
Full supervision of other USAID staff is not contemplated.

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

 

II. MINIMUM QUALIFICATIONS REQUIRED FOR THIS POSITION

1. Education: A minimum of college or university studies in computer science, information technology, computer/software/information engineering, electrical engineer, telecommunications engineering, business information system, business/information management technology or other related field is required.

2. Experience: A minimum of three (3) years of professional work experience in IT service operations, systems administration, network administration, information systems security, or information technology operations, is required.

3. Language: Level IV – Fluent in Thai and English with a valid TOEIC score of 855 is required.

III. 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

Application Rating System
The application rating system factors are used to determine the competitive ranking of qualified offerors in comparison to other offerors. offerors must demonstrate the rating factors outlined below within their application and/or resume, as they are evaluated strictly by the information provided. The rating factors are as follows:

1. Experience (30 points):
Additional points will be given for relevant experience above the minimum requirement stated in Section II which may include direct experience in implementing, managing, and supporting computer network system with government agencies, NGOs, regional and international organizations.

2. Knowledge (30 points):
● Demonstrates thorough knowledge of computer hardware components, assembly and installation, current technology and software capabilities and limitations.
● Demonstrates knowledge of computer systems, including operating systems, common business applications, and networking (traditional and cloud).
● Demonstrates working knowledge of procurement planning, project management, and asset management as it pertains to information technology.

3. Skills and Abilities (40 points):
● Demonstrates an ability to work diplomatically and effectively under pressure, with the ability to multitask in the performance of daily activities and responsibilities.
● Demonstrates an ability to set up, install, maintain, dispose of, and report on management of IT equipment and software on a network system.
● Demonstrates an ability to secure hardware and software assets, to include patching, updating, installing security applications, and implementation of security controls (physical and logical).
● Demonstrates strong technical and analytical skills to troubleshoot and resolve issues.
● Demonstrates excellent interpersonal, communication and customer service skills to communicate effectively and to work with staff at all levels, interagency partners, vendors, and other key stakeholders.
● Demonstrates an ability to learn and use Agency specific software related to the work area as well as to acquire knowledge of U.S. government policies and regulations regarding information and technology management.
● Demonstrates an ability to travel domestically and internationally. This is mandatory and required for this position.

Total Application Rating: 100
Recruitment Test: 100
Interview Performance: 100
Total Possible Points: 300

SELECTION PROCESS: 

To be considered for candidacy, offerors must address each criterion in their application as to how they meet the minimum qualifications required for the position mentioned in Section II, Item 1-2. If the application submitted fails to demonstrate eligibility, the application will be marked unqualified. It is the responsibility of the offeror to provide all pertinent information.

Applications will be initially screened and scored in accordance with evaluation factors and points mentioned in Section III, item 1-3. Offerors in a competitive range will be given a recruitment test. Offerors with passing marks from the recruitment test and a valid TOEIC score mentioned in Section II, item 3, will be invited for an interview. The recruitment test and the interview will be structured around the evaluation factors mentioned above. The successful offeror will be selected based on a review of his/her qualifications, work experience, knowledge, skills and abilities; a written test; an interview; and the results of reference checks. References may be obtained independently from other sources in addition to the ones provided by an offeror.

Only offerors within a competitive range will be contacted. No response will be sent to unsuccessful offerors.

IV. TO APPLY
Please follow the checklist and submission guidelines, posted on the official website: https://th.usembassy.gov/embassy-consulate/jobs/usaid-job-vacancies/ carefully and submit complete application package before the deadline.

  Failure to follow the instructions will invalidate your application.