Duties and Responsibilities
General Statement of Purpose of the Contract
The primary function of the Computer Management Assistant is to provide end-user support and
shall be responsible for setting up the various hardware and software components, based on
excellent problem-solving ability and an understanding of cloud-based systems, LAN and WAN
technologies. S/he assists the other IT staff to ensure secure and effective operation of all computer
systems, related applications, hardware and software that is used within the mission. S/he will be
responsible for first line support to mission users, hardware and software applications, including
managing M/CIO ServiceNow Helpdesk system, hardware and software inventory tools. S/he will
train system users on basic system, applications and computer functions. This position also takes
primary responsibility and ownership for several applications and participates in Mission
LAN/WAN operations and maintenance.
2. Statement of Duties to be Performed.
Customer Service 50%
The incumbent is responsible for providing internal support for mission system users on all
USAID’s systems and services. Duties include answering questions, troubleshooting problems,
teaching or instructing users regarding software, hardware or application functionality,
communicating, and educating them on policy requirements. Develops support systems to ensure
most efficient customer service. Briefs and updates mission users upon entry and continuously as
needed on USAID IT regulations and policies inhouse services improvements including available
new technologies.
Provides end-user support for USAID corporate applications (ASIST, E2, GLAAS, Phoenix,
FactsInfo, DIS, etc), and other approved applications and software packages. Coordinates
troubleshooting and supports with M/CIO when necessary.
Responsible for setup, including imaging of Windows and Apple desktops and laptops, provision
of mobile devices (Air Watch, Email Setup, MObile Device Management, WIFI enrollment, soft
token setup, etc). Prepares audio-visual equipment for presentations and setup video
teleconferencing equipment as needed. Assists with designing materials and provides training to
Mission users on the se of IT equipment (Desktops, LAptops, MAcBooks, iPhones, iPads, etc).
Assists Mission users with remote access connectivity, submitting requests for new access,
maintaining inventory of all Mission token users, providing token login support. Submits software
and hardware requests for Mission staff, reviews the software and hardware approval catalogue to
ensure staff do not violate Agency policies on software usage. Manages the mission’s IT helpdesk
system (ServiceNow) to ensure that all reported incidents are resolved in accordance with IT
service standards, either resolving them directly or escalating and monitoring the resolution
process. Writes concise, informative tickets and follows up on all tickets in a timely professional
manner throughout the problem resolution cycle. This position is responsible for adherence to
policies and procedures as well as performance expectations and is counted on to recommend and
contribute to process improvements. Adheres to USAID’s core Information Technology policies
and all safety and quality requirements including, but not limited to: USAID’s policies and
operating procedures, and other regulatory requirements; uses time and IT resources efficiently and
effectively; engages M/CIO Helpdesk resources or appropriate service resources to resolve
incidents that are beyond the scope of their ability or responsibility. Documents resolutions and
updates self-help and staff knowledge bases. Creats a positive customer support experience and
builds strong relationships through deep problem analysis and understanding, ensuring timely
resolution or escalation, communicating promptly on progress, and handling customers in a
professional manner. Uses standard methods and policies created at Mission that are in line with
M/CIO policies and the Automated Directives System (ADS). Drafts, edits, and revises operational
procedures, training manuals for new and updated systems, and hardware. Resolves problems with
networks and other computer systems to ensure minimal downtime for all IT resources. Diagnoses
system errors and other issues to contain them before they become too big to manage. Reviews the
Mission’s ServiceNow profile on a monthly basis and validates accuracy of Mission asset
information, contact information and LAN information in consultation with the Systems Manager.
Coordinates with the S/EXO and M/CIO PIV team to ensure that access to AIDNET is maintained
for authorized users, including reviewing the M/CIO provided PIV/A expiry list and burning new
cards for affected users, and new users.
IT equipment maintenance and procurement 30%
Updates, upgrades and maintains USAID Zimbabwe’s hardware and software inventory in
compliance with the Agency’s standard requirements and regulations, including the annual M/CIO
wall to wall inventory. Assists with managing and tracking all USAID Zimbabwe IT equipment
continuously. Maintains and repairs IT equipment internally or through contractors. Liaises with
vendors as necessary. Assists with planning Mission IT procurement including the identification
and evaluation of qualified sources of the equipment and services and oversees vendors as
necessary. Places equipment orders through USAID approved acquisition channels (CounterTrade)
or ILMS and follows the acquisition procedures until the final delivery to the Mission. Maintains
the mission’s IT inventory for all equipment, software, licenses, PC’s, mobile devices, printers,
servers, and related equipment (monitors, keyboards, mouse, hard drives, and other IT
consumables).
Plans for biannual printer maintenance for all Mission printers and coordinates with vendors for
onsite printer repairs whilst ensuring that all USAID security procedures are observed.
Systems Management 10%
Manages network servers and technology tools in a Windows Servers 2012 environment. Acts as
a backstop and assists the System Analyst. Provides on and off-boarding and setting up user
accounts and workstations. Deploys new hardware for users in accordance with USAID guidelines.
Interfaces with System Manager and M/CIO Helpdesk in changes needed for application upgrades
or problem resolution. Monitors and deals with system performance issues of the operating
environment. Performs daily system checks and maintenance functions as required to ensure system
health. Provides end-user support for printing services, antivirus, monitoring tools, Active
Directory (AD), DHCP (Dynamic Host Configuration Protocol), remote server management tools,
SCCM, and Agency applications. Develops the expertise to train staff on new technologies.
Enforces standard procedures, and policies guided by the ADS. Developsand maintains tools for
managing IT resources.
Telephone, Communication Support 10%
Coordinates with the U.S. Embassy’s telecommunications personnel to configure and install new
telephone extensions, to repair any faulty lines, and to provide any extra services for the extensions.
Coordinates with the mobile service providers to resolve any issues related to mobile voice and
data connectivity, including working with FMO to ensure monthly bills are paid, unused lines are
terminated, data upgrades / downgrades are processed, and managing the TDY lines pool.
Troubleshoots any issues with VOIP (Voice over Internet Protocol) systems and applications in
coordination with M/CIO and State department, including providing training and manuals to users
on VoIP systems and their usage. Coordinates with Embassy staff to load post specific
configurations on security radios for USAID staff including the allocation of Sel Call IDs.
Coordinates with USAID/SEC and Embassy to order replacement security radios for USAID and
dispose of old security radios according to USAID standards. Manages the Mission’s PREEMPT
program, including setting up and testing satellite phones, PTLs, and all the PREEMPT accessories.
Coordinates with USAID/SEC to do quarterly reporting for all PREEMPT kits. Manages the check
in and check out process for PREEMPT kits, including training users on how to use the equipment
and ensuring all kits are tracked. Ensures telecommunication equipment assigned to mission
incoming users is ready and operational upon their arrival at post.
The contractor is eligible for temporary duty (TDY) travel to the United States, or to other Missions
abroad, to participate in the "Foreign Service National" Fellowship Program, in accordance with
USAID policy.
Supervisory Relationship: The incumbent works with minimal guidance and receives supervision
from the Computer Management Specialist. Receives guidance from M/CIO and S/EXO as
necessary.
