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REXO Information Management Assistant, FSN-9

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: USAID/RDMA
: 22 Sep 2023
21 / October / 2023

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


I. GENERAL INFORMATION

1. SOLICITATION NO.: 72048623R10024

2. ISSUANCE DATE: September 22, 2023

3. CLOSING DATE/TIME FOR RECEIPT OF OFFERS:  October 21, 2023/11:59PM  Bangkok, Thailand local time

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

5. POSITION TITLE: REXO Information Management Assistant, FSN-9

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. This position is responsible for providing a broad range of Information Technology (IT) professional support services to the Asia Regional Training Center (ARTC) at USAID/RDMA and assisting USAID/Burma and USAID/Laos staff, non-presence countries and Business Units (BU). The incumbent is responsible for managing the information systems in accordance with agency policies and backstop the Information Management Specialist (IMS), FSN-10. The incumbent assists the supervisor (IMS) with all IT related issues at the ARTC and client missions, customers, and independent business units. S/he provides IT support to USAID/RDMA as time permits and in the event of a pressing or urgent issue. The incumbent maintains fully functional systems, minimizes downtime, and provides customers with the tools and support needed to successfully use advanced and complex audio-visual systems, video conferencing equipment.

11.2   Statement of Duties to be Performed

A. TRAINING CENTER IT OPERATION AND REGIONAL SERVICE (40%)

  • Technology Service Operation and Management:
    o  Supports IT operation and manages IT services for events held in the ARTC.
    o  Provides systems support for ARTC and will also provide support to USAID/RDMA as time permits or in the event of pressing or urgent issues.
  • Regional Training Service and Customer Support:
    o Provides operational guideline and service standard operation procedures and IT consultations to ARTC staff and agency training partners or local organizations in coordination with the ARTC Participant Training Specialist of the respective training services.
    o Organizes multiple parties and agencies workshop/seminar services. Configurates IT devices to support the requirements.
    o Supports highly advanced audio-visual configurations, multiple parties video service and live streaming.
    o Assists supervisors on the IT security operations to safeguard agency data and communications. Supports ARTC training events in performing both U.S. and non-U.S. organizations.
    o Sets up multimedia interactions and activities for both international and local organizations.
    o Follows information technology, privacy and security, and related risk management practices.

B. CLIENT MISSIONS AND BUSINESS UNITS’ IT SERVICE (30%)

  • Service Operations Management:
    o Operates and manages IT support requests and delivery.
    o Maintains service level standards in support of client missions and the independent business unit’s operations.
    o Ensures that service level standards are consistent with the CIO performance metrics. Informs, tracks, monitors, and resolves service incidents. Actively pursues continuous process improvement, modifying, validating, and adopting more efficient and effective approaches to IT service operations.
  • Client Missions and Business Units Service Desk:
    o Resolves complex issues as a point of contact for IT service support from client and independent business units’ requests.
    o Manages IT team dialogues with customers. Ensure they receive technical support for Agency business applications and IT hardware issues.
    o Supports identity, credential and access management program requirements. Manages user groups, permissions, distribution lists, and maintains customer’s profile data.
  • Regional Corporate Application Support:
    o Attains IT financial applications support roles to support the Regional Office of Financial Management (ROFM) in providing sound financial services to USAID/Burma, USAID/Laos, USAID/Vietnam, and USAID/Timor-Leste.
    o Provides an IT administrative support to USAID/Burma, USAID/Laos, USAID/Vietnam and USAID/Timor-Leste for the financial application matters such as Phoenix, Agency Secure Image and Storage Tracking System (ASIST), Global Acquisition & Assistance System (GLAAS), End to End Travel (E2), FACTS Info, WebTA, etc.
  • Vulnerability Resolution, Incident Response, Awareness:
    o Remediates endpoint device and network infrastructure vulnerabilities. Assists the supervisor to solve vulnerability issues.
    o Offers on the job training to customers regarding agency IT policies, procedures, and practices for information security.
    o Applies security software patches to ensure the equipment is in compliance with the CIO required standards.                                                                                                     

C. EQUIPMENT INSTALLATION, DEPLOYMENT AND TROUBLESHOOTING  (20%)  

  • Troubleshooting and Services of IT equipment.
    o Supports, inspects, and troubleshoots advanced IT equipment, and audio-visual devices in ARTC. Reports to the supervisor for action in the event that the incumbent is unable to repair the malfunction.
    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 from the supervisor.
  • System Deployment and Technology Integration:
    o Assists the supervisor in setting up and organizing the computer training rooms, manages equipment, and applies the security application and patches.
    o Provides on the job training to customers by demonstrating the new technology including the use of Agency applications e.g., Microsoft Word, Excel, Access, PowerPoint, Google Chrome, and other Agency standard applications.
  • Service Workflow Management:
    o Initiates service requests, tracks, responds to, and resolves assigned tickets in the IT service management system (ITSMS). Utilizes the ITSMS to collect and organize data on workloads.
    o Contributes to the CIO data analytics. Identify IT service issues, trends, and improve operations.
    o Achieves service level standards for client support and strives to deliver satisfactory user experiences in IT services.

D. NETWORK INFRASTRUCTURE AND SERVICES MANAGEMENT (10%)

  • Network Infrastructure Management:
    o Manages the operational life cycle of the Local Area Network (LAN) and Agency Wifi infrastructure, including switches, routers, virtual desktop infrastructure, and network security devices.
  • Network Services Management:
    o Works closely with CMS to monitor network activity to minimize AIDnet downtime.
    o Coordinates with the M/CIO staff (and local ISPs) to ensure uninterrupted availability of AIDNet systems and applications.
    o Coordinates with other REXO/IT staff of the backup communications.
  • Software and Hardware Asset Management:
    o Supports all phases of the IT asset lifecycle.
    o Assists the supervisor in researching and recommending technology acquisitions, adhering to policy requirements for procurement, asset provisioning, inventory control, and disposal of technology assets in accordance with the Agency policies.

    The contractor is eligible for 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 
The position reports to the Information Management Specialist, FSN-10, 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, computer/electrical engineering, network/information systems, information technology, or business administration 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 check lists 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.

Contact : rdmarecruitment@usaid.gov

Comments

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