Information Management Assistant (Repair Technician) (m/f)

Description

• Subject: Solicitation for a Cooperating Country National Personal Service Contractor (CCNPSC- Local Compensation Plan) – Information Management Assistant (Repair Technician), FSN-08 Equivalent
• Dear Prospective Offerors:
• The United States Government, represented by the U.S. Agency for International Development (USAID) in Mozambique is seeking offers from qualified persons to provide personal services under contract as described in this solicitation
• This solicitation in no way obligates USAID to award a PSC contract, nor does it commit USAID to pay any cost incurred in the preparation and submission of the offers
• Solicitation No. 72065622R10002 opened to all Mission current employees and external candidates who meet the stated qualifications
• Market Value: USD31,826 USD44,542 per annum, equivalent to FSN-08 (Step1-12). In accordance with AIDAR Appendix J and the Local Compensation Plan of USAID/Mozambique. Final compensation will be negotiated within the listed market value
• Period of Performance: The base period will be one year, estimated to start on or about February 2022. Based on Agency need, the Contracting Officer may exercise an additional option period for the dates estimated as follows:
• Base Period: February 2022 – February 2023
• Option Period 1:+February 2023-November 15, 2026
• Eligible Offerors: To meet basic eligibility requirements, the applicant must be a cooperating country citizen or a non-cooperating country citizen lawfully admitted for permanent residence in the cooperating country
• The contractor is eligible for temporary duty (TDY) travel to USAID/Washington, or to other Missions abroad, to participate in the “Foreign Service National” Fellowship Program, in accordance with USAID policy
• Time Expected to Reach Full Performance Level: One year
• Physical Demands: The work requested does not involve undue physical demands
• List of Required Forms Prior to Award:
• Once the Contracting Officer (CO) informs the successful Offeror about being selected for a contract award, the CO will provide the successful Offeror instructions about how to complete and submit the required forms
• Benefits and Allowances:
• This is a local position and compensation will be in accordance with the Local Compensation Plan
• USAID Regulations, Policies and Contract Clauses pertaining to PSCs:
• USAID regulations and policies governing CCN/TCN PSC awards are available at these sources:
• 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.acquisition.gov/aidar/aidar-appendix-j-direct-usaid-contracts-cooperating-country-national-and-third-country-national-personal-services-abroad and revised AIDAR Appendix J, General Provision contract clauses (GPs) titled “Leave and Holidays” (AAPD 20-08)
• 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 as described below:
• Item No
• (A) SERVICES (DESCRIPTION)
• (B) QUANTITY
• (C) UNIT
• (D) UNIT PRICE
• (E) AMOUNT
• (F) 0001
• Base Period - Compensation, Fringe Benefits and Other Direct Costs (ODCs)
• Award Type: PSC
• Product Service Code: R497
• Accounting Info: LOT$ _TBD__$_TBD at Award after negotiations with Contractor_1001
• Option Period 1 – Compensation, Fringe Benefits and Other Direct Costs (ODCs)
• Award Type: PSC
• Product Service Code: R497
• Accounting Info: LOT $ _TBD__$_TBD at Award after negotiations with Contractor_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
• 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

Duties

• The Information Management Assistant (Repair Technician) position is located in the Executive Office, Information Technology Unit and works under the direct supervision of Computer Management Specialist (Systems Manager) FSN-1805-12. The incumbent is responsible for the preventive and corrective maintenance of all mission’s hardware equipment, and for providing Help Desk support to all Mission personnel
• He/she troubleshoots, repairs, supports, installs, maintains, and upgrades all personal computer-based hardware, including laptops, scanners, printers, and peripherals and communication devices such as VHF Radios and TVs
• He/she is responsible for maintaining tracking systems on occurring technical issues and their resolution, and for creating and maintaining system documentation. Maintains hardware inventory, monitors stock levels and notifies the supervisor on necessary hardware purchases to ensure uninterrupted the Mission’s systems functionality
• He/she is expected to adhere to all company standards, policies, and procedures regarding customer care services and safety. The Information Management Assistant (Repair Technician) is responsible for keeping the preventive maintenance plan of all the mission’s equipment and ensures it is executed
• The Information Management Assistant (Repair Technician) is expected to refer more complex technical issues beyond own expertise, training, and experience to senior technical staff for resolution

Help Desk and Hardware Maintenance and Repair - 70%

• The incumbent attends the requests for services from the Mission’s customers regarding the hardware use via HelpDesk, refers other inquiries to other IT Team members, and is responsible for maintaining tracking systems on occurring technical issues and their resolution, and for creating and maintaining system documentation
• The specifics on particular hardware functions are distributed as following:
• Printers and Scanners
• He/she carries the installation, troubleshooting, on-site repair and maintenance of high and mid volume multi-functional printers and plotters. Installs the printers and configures them on the network
• The Technician must accurately identify and resolve any technical issues and ensure optimum operating conditions of the printers, and handles user issues as quickly as possible
• He/she monitors the machines for printing and scanning quality issues. In case of a mechanical issue, he/she repairs and/or replaces faulty parts
• The Computer Repair Technician explains to users how the equipment functions and ensures paper is loaded correctly in all printers to minimize paper jams and reduce maintenance calls
• The Computer Repair Technician is responsible for developing the procurement plan for timely purchase of necessary supplemental parts required to keep the printer equipment running, and guides the procurement team in identifying the correct parts and ensures keeping the necessary stock levels and the installation of those parts
• Apart from the regular servicing and replacement, the Computer Repair Technician might also troubleshoot network configuration issues for the network printers to function properly
• Laptops, Monitors and Peripherals
• Carries out repair, modification, and installation of computer software and hardware
• Resolves issues on all hardware faulty Laptops
• When providing remote support interviews users to obtain information about technical problems and technological issues; determines the source of error and resolves the issues by leading users through diagnostic procedures (software and hardware problems)
• Resolves user problems by defining the issue, researching for effective solution, isolating sources of the error, and applying the right technical solutions to successfully resolving the issue
• Performs installation of approved IT software and hardware packages as instructed
• Ensures tracking of the issue through until it has been resolved
• Performs maintenance and repairs of IT hardware, peripheral devices, and equipment
• Researches variety of technical problems/issues and suggests the appropriate action to resolve, including but not limited to upgrades, repairs, and replacement as necessary

Equipment Inventory - 30%

• Assists with receiving and inspecting all IT equipment delivered to Mission Warehouse, documents the receipt of goods and ensures compliance with purchase order specifications
• Makes sure all assets on the database are correctly assigned to an end-user or are available in the warehouse
• Keeps track of missing (stolen or lost) and damaged assets
• Prepares and inspects shipments of disposed equipment to the Headquarters in Washington
• Updates the asset management system for transfer and dispositions of all Mission’s assets
• Maintains capital asset inventory records and files in accordance with M/CIO policies and procedures and prepares asset reports in accordance with M/CIO requirements
• Plans, coordinates and conducts periodic physical inventories audits of warehoused items and assets mission-wide; updates the records and prepares draft and final inventory reports
• Assists in the preparation of end-of-life inventory disposition
• Maintains, troubleshoots, reviews, and analyzes inventory discrepancies and provides recommendations for resolution/implementation. Notifies the supervisor when required hardware stock level is running out and suggests necessary hardware purchases in accordance with M/CIO approved recommended list
• Supervisory Relationship: The incumbent works under general supervision of the FSN-1805-12 Computer Management Specialist (Systems Manager), and in compliance with technical guidance from the Chief Information Office (M/CIO) in USAID/Washington. The USDH S/EXO has ultimate management and supervisory responsibility for USAID/Mozambique’s Executive Office Information Technology operations and activities
• Supervisory Exercised: None
• Available Guidelines: Explicit policies, procedures and guidance contained in the USAID’s Automated Directives System (ADS), specifically “Functional Series 500 Management Services – Chapter 545 Information Systems Security”, M/CIO policies, regulations, procedures, guidelines, and training and reference materials. These are detailed and specific in nature, and the employee is expected to be able to apply them to specific work activities. In addition, technical documents and manuals related to installing systems, vendor and manufacturer hardware manuals, USAID/Mozambique Mission Orders and Mission Notices. The incumbent will be required to be proactive, keeping current and/abreast of evolving guidelines and policies that affect overall IT activities within the Mission. The Supervisor, as well as the Executive Officer (ISSO), will provide additional guidance as/when necessary
• Exercise of Judgment: Given that the employee often handles work independently and in accordance with established policies and M/CIO guidelines, balanced judgment is critical to the successful performance of the job. The incumbent must use initiative, judgment, and exercise discretion and patience in dealing with Mission personnel to resolve challenges that arise during the course of the work, for which there is often not an immediate or clear solution. Considerable independence and sound judgment to be exercised when recommending to the immediate supervisor the procurement of additional hardware and equipment. The incumbent is required to make frequent independent decisions on the best and quickest way to resolve critical equipment’ problems and use excellent judgment in keeping his/her supervisor adequately apprised of situations. The incumbent has to adhere to the Agency’s Code of Ethics and Conduct
• Authority to Make Commitments: The incumbent has no independent authority to commit U.S. Government (USG) Mission funds on behalf of the U.S. Government, USAID/Mozambique, the Executive Office (EXO) or the Information Technology functional unit (IT). The incumbent is expected to recommend to the immediate supervisor the procurement of new and/or revised equipment and peripherals and provide detailed/exact specifications and if possible supporting costs estimates
• Nature, Level, and Purpose of Contacts: To effectively function in this position, the incumbent must establish and maintain solid working relationships with all categories of Mission personnel: staff of U.S. Embassy Information Management Officer (IMO) – to facilitate direct communications on issues specific to the Mission joint telephone/communication systems, as well as the sharing of current Agency and Department technical resource information; the USAID/Washington Chief Information Office (M/CIO) to engage in Agency; host-country contacts, as/when appropriate: electricians, to provide service and maintenance to the air-conditioning system located in the IMS Server Room and/or to service and maintain the power levels in the Server Room; local internet providers to facilitate the repair of office internet lines; and other independent local vendors for the local purchase of hardware and miscellaneous computer supplies and equipment
• Post Entry Training: Post-entry training will be focused primarily on the Agency’s established policies, procedures and regulations which govern USAID-specific Information and Systems management functions and responsibilities. In addition, the immediate supervisor will identify Agency (Chief of Information Office – M/CIO, USAID/Washington) organized or recommended training courses (as/when available and/or necessary) to ensure Mission implementation of Agency computerization plans and to keep abreast of cutting-edge information technology

Requisites

• Education: Completion of secondary schooling, and an additional two years of post-secondary study in Electronic and Computer Engineering, Electronics or other related fields, or equivalent professional certifications
• Prior Work Experience: At least five years work experience providing IT technical support. Working experience with software and hardware supporting more than 100 users; and mobile computer hardware installation and repair experience
• Language Proficiency: Level IV (Fluent proficiency) in English and Portuguese to be able to communicate clearly and effectively both verbally and in writing with CIO, all categories of Mission personnel, as well as the general public. (Language proficiency will be tested)
• Job Knowledge: A thorough “hands-on” knowledge of the following is required: 1) IT systems, Windows operating systems and computer equipment operations and installation procedures; 2) strong knowledge of networked environments and computer systems capabilities, hardware and software technology (capabilities and limitations); 3) industry standards specific to management information systems (IMS) procedures; 4) strong knowledge of principles, standards, and processes of computer systems’ operations and technical support; 5) internal/external telecommunications protocol implementation; 6) acquisition policies and procedures relative to computer hardware and software; 7) good knowledge of USG and Agency regulations and procedures for computer systems administration for the full performance level, for recruitment – ability to quickly learn all necessary USG/USAID regulations; 8) A good understanding of equipment resource management; and 9) best practices. In addition, the incumbent must have a knowledge of viable sourcing options to facilitate the procurement of Mission computer hardware and/or peripherals
• Skills and Abilities: Mechanical and electrical aptitude. Outstanding skill to assess the support needs of customers and provide effective solutions. Strong ability to apply procedures, equipment, and basic tools in successfully repairing and maintaining of computers and peripheral devices. Good customer relationship and communications skills. S/he must be able to work calmly, tactfully, and effectively as a team member in a culturally diverse team environment, under pressure and to demonstrate extreme flexibility to manage more than one activity at a time; must be a dynamic self-starter. Exceptional communications and interpersonal skills, an ability and willingness to function in a collaborative and collegial environment; sensitivity to others; uncompromising integrity; intellectual curiosity; balanced judgment; and an ability to generate trust and build alliances with co-workers. Incumbent is required to be able to: 1) prepare specific technical reports and documents related to computer systems technology in a professional and competent manner (Help Desk and Hardware maintenance); and 2) to explain IT issues to non-technical users in the Mission; as well as to train and assist end users – from the least skilled to the most skilled – in the correct use of computer equipment as necessary. Ability to lift and carry up to 20Kgs, pull, lift equipment parts and boxes

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

The following evaluation factors are established

• Education - 15 points
• Prior Work Experience - 20 points
• Language Proficiency - 10 points
• Job Knowledge - 30 points
• Skills and Abilities - 25 points
• Maximum Points: 100 points

Notes

• A cover letter in English with CV/Applicant Resume as well as academic transcripts/diplomas
• Names, contact numbers, and e-mail addresses of three professional references from individuals who are not family members or relatives. Reference checks will be conducted for the final selected candidate for the Contracting Officer to make a responsibility determination. USAID/Mozambique reserves the right to solicit references from other sources as deemed appropriate
• Any application received in Portuguese will not be considered. Only English applications will be considered
• 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
• Per this scoring Prior Work Experience and Job Knowledge are the most important factors, followed by Skills and Abilities, Language Proficiency and Education. Applications will initially be screened for conformity with minimum requirements. Only applicants who meet the minimum qualification requirements for the position will be considered. Candidates will be evaluated based on relevant education, prior work experience, knowledge, language proficiency, skills and abilities demonstrated in their application packages. A Technical Evaluation Committee (TEC) will be convened to review applications and evaluate them in accordance with the evaluation criteria. Applications from candidates who do not meet the required selection criteria will not be scored. Only shortlisted applicants will be contacted and will be invited for a language test. Candidates successfully passing the language exam will be invited for an oral interview and may also be required to pass a written test. No response will be sent to unsuccessful applicants
• Professional references will be conducted for the top ranked candidate and will be utilized to supplement the TEC’s recommendation to the Contracting Officer to offer the position to the top ranked candidate. USAID/Mozambique reserves the right to solicit references from other sources as deemed appropriate
• Final selection will be based on the application package, language abilities, oral interview and reference checks. This is a local position and compensation will be in accordance with the Local Compensation Plan
• Please note that USAID and the U.S. Government NEVER require payment of any money in connection with a job application
• Physical Demands: The work requested does not involve undue physical demands
• Point of Contact: Mission-Maputo-HR@usaid.gov