ITS Viet Nam Statement of Work.DOCX

Attachment I: Statement of Work

Information Technology Specialist (ITS) Viet Nam

Introductory Statement: The Specialist (ITS) reports directly to the Country Director with technical guidance provided by the International Support & Operations (ISO) group at the Peace Corps Headquarters in Washington, D.C.

The ITS oversees all Peace Corps computer operations at Post and is the primary contact for technical support. The ITS is responsible for the installation and integrity of the computer systems, administration of local IT systems, and maintenance of International Organization for Standards mandated configurations and ensures that all IT systems adhere to Agency and US government policies. As a senior member of the Peace Corps Post, the ITS will evaluate, test, and recommend opportunities for enhancing agency software, hardware, and IT processes to better support the achievement of the Post’s mission. The ITS must be a citizen of the United States of America and have the ability to maintain a secret clearance.

While this position reports to the Country Director, the Contractor will be expected to exercise initiative, independent judgement and skill while carrying out recurring duties. Duties and responsibilities for this position include:

• Network and Systems Administration (30%) o Ensures network functionality and system performance via monitoring, checks and analysis of trends.

o Performs routine maintenance tasks on a regular basis to ensure optimal system performance and maximize system uptime. Administers Post data backup system and safeguards against potential data loss through methodical self-tests.

o Evaluates existing IT infrastructure and supporting processes for opportunities for improvement and provides recommendations to Post senior staff or International Support and Operations (ISO), as appropriate. Implements approved solutions.

o Tasks include:

Compare existing procedures for conflicting, outdated, of missing information, makes recommendations to ISO for improvements.

Shares innovative solutions and lessons learned with the global Peace Corps IT community through the Regional IT Specialist Maintain and update Post servers as directed by the ISO group, including remote offices, if applicable.

Troubleshoot server/hardware/software issues.

Perform as first point of contact for all ISP related issues at Post.

Monitor Post bandwidth usage and utilization on a regular basis.

Maintain backup systems of mission critical Post data.

Perform routine maintenance tasks to maximize efficiency of system operations.

Identify and procures local IT resources for Post.

Responsible for the administration and maintenance of Post telephony systems.

Provide deployment assistance as required.

Ensures that all IT-related needs are met while adhering to Peace Corps and OCIO guidelines and policies.

Maintains remote access systems to include tokens, licenses, accounts, and user access.

Works with HQ during development of new applications to ensure Post accessibility.

• Customer Technical Support (20%) o Analyze tickets and recommend additional capabilities to improve support operations performance and efficiencies to ISO.

o Evaluate existing standard operating procedures for customer support for inaccuracies, gaps, or conflicting information.

o Provides timely and efficient resolution of Post IT related issues. Documents and escalates unresolved issues to Tier II support (ISO) and follows up on a regular basis.

Responsible for most hardware and software installations at Post.

o 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.

o Tasks include:

Update procedures and solutions to problems in the OCIO knowledge base when the knowledge base is lacking or inaccurate through the Regional IT Specialist.

Recommend improvements to support operations to ISO.

Provides Tier-I network and computer support for Post.

Ensures that Post IT related needs are met while adhering to Peace Corps policies and guidelines.

Solicits assistance from ISO group for Tier-II support when needed.

Identifies recurring problems, identifies possible solutions and reports them to the ISO group as appropriate.

Installs hardware and software, identifies and resolves technical issues.

Reimages and reassigns computer equipment when staff onboard, transfer or terminate.

• Computer Security Coordination (10%) o The ITS develops, maintains and tests the Post IT Contingency plans and provides immediate advice on disaster recovery plans, ensures physical and logical security of the Information Management system, ensures that all network and standalone equipment are configured according to Agency guidelines.

o Evaluate existing IT Security standard operating procedures for inaccuracies, gaps, or conflicting information. Reports findings o Tasks include:

Make recommendations for improvements to improve the IT Security posture of the agency.

Act as Computer Security Coordinator under guidance of Agency IT Security Program Manager.

Ensure all software and hardware is approved by Peace Corps HQ.

Install HQ approved security patches, updates antivirus engines and definitions Remain up-to-date on security policies and practices.

Ensure compliance with IT Security policies and procedures at Post.

Responsible for prompt reporting of all IT security incidents to the appropriate authorities in HQ.

Responsible for prompt response to all IT Security incidents and tickets Provides guidance and advice on the safe use of computer systems, provides mandatory computer security training to staff

• Business Analyst (15%) o Maintains an awareness of the dynamic field of IT including new trends, applications, and technologies that are relevant to the Peace Corps. The ITS should make recommendations to Post senior staff or ISO, as appropriate, for opportunities to leverage innovative solutions in an effort to improve productivity, increase security and/or reduce operations cost.

o Performs functions of a business analyst; translating business needs into IT requirements and reporting those requirements to senior staff and ISO as appropriate.

o The ITS is responsible for contributing to the strategic planning of the Peace Corps Post as a senior staff member.

o Tasks include Provide direction as a senior staff member on IT impact on planning and execution of Post mission.

Translate business needs into IT requirements and share those requirements with Post senior staff and ISO as appropriate.

Develop business cases for recommended changes to the IT environment at Post.

Evaluate, test and recommend innovative opportunities for enhancing agency software, hardware and IT processes in line with OCIO standards and guidelines.

Participate as a subject matter expert in OCIO initiatives and projects.

Manages projects related to above innovative opportunities.

• Information Management (10%) o 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.

o Tasks include:

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).

Maintains user accounts for Post staff and volunteer accounts.

Manages required signed Rules of Behavior documents.

Provides Post with support and access to Peace Corps applications on Peace Corps network.

• Leads Post’s social media efforts (5%) o The ITS coordinates with staff and PCVs under guidance from Country Director to maintain and administer Post website and social media accounts.

o Tasks include:

Technical and content support for Post website and social media.

Coordination with staff and volunteers to produce, edit and post content.

Reporting social media statistics to HQ.

• User Training (10%) o The ITS identifies training requirements and ensures staff has the necessary skills to meet Post IT needs.

Conducts Needs Assessment surveys to assess staff training needs, assures that training programs and materials developed are adequate for the needs of users.

Provides IT training, personally or through other staff, to Post staff who may possess varying degrees of technical proficiency.

Training may be conducted on various software applications, best practices, troubleshooting issues and the appropriate use of IT in the workplace.

Training may be informal or formal, one-on-one or group sessions on the use of available technologies to improve staff efficiency and productivity.

Trains staff and PCVs on appropriate use of technology in the workplace.

Conducts annual PCV IT security training.

Shares best practices and innovative solutions with the international Peace Corps IT community.

• Other o Immediately communicates Volunteer safety and security concerns and issues to the Safety and Security Manager (SSM) and CD. Knowledgeable and supportive of Peace Corps safety and security policies and procedures, including the timely reporting of suspicious incidents, persons or articles.

o The Contractor may be required to carry the duty phone and to respond to off-hour calls (i.e. nights, weekends, and holidays) related to their position.

o The Contractor may be requested by the Peace Corps to a) perform one or more temporary assignments (TDYs) at another Peace Corps post or Headquarters, or b) transfer permanently to another Peace Corps post or Headquarters during the period of performance of this Contract. Any such TDY or transfer shall be subject to the agreement of the Contractor. If a transfer is approved, either the contract will be bilaterally modified or a new contract will be awarded. If a transfer is approved and a new contract is awarded, the Statement of Work from this contract will be carried forward into any resulting new contract issued by the gaining post/Headquarters; however the duties may be subject to change as determined by the Contracting Officer.

o To the extent the Contractor is allowed to operate a U.S. government owned, leased, or rented vehicle (GOV) to perform their job duties, the Contractor must operate that vehicle safely at all times and only operate it for official business purposes as defined in 31 USC 1334 and Peace Corps Manual Section (MS) 522 Motor Vehicle Use and Insurance. The Contractor must also follow any post-specific policy/policies on the use GOVs – including complying with any medical and/or training requirements the policy/policies specify.

o The Contractor is encouraged to refrain from texting or from engaging in any behavior that distracts attention from driving safely at any time. Except in an emergency situation, Contractor shall not text message (i) when driving a GOV; (ii) when driving a privately-owned vehicle (POV) while on official government business; or (iii) while using electronic equipment supplied by the government while driving any vehicle (even during off-duty hours).

o The Contractor is required to follow any workplace health and/or safety rules indicated for their position specified in a Peace Corps policy/policies (whether implemented under a Peace Corps Manual or Procedures/Program thereunder, Interim Policy Statement, a Medical Technical Guideline, a Peace Corps Headquarters official notice, and/or a postspecific Policy or Management Notice) – including complying with any medical and/or training requirements the policy/policies specify.

o Other duties as assigned. May be called on to carry out the duties of another member of the Peace Corps staff during that staff member’s temporary absence or when the position is vacant.

o Given that as a result of the COVID-19 pandemic there will be a lengthy period where there are likely to be limited or no Peace Corps Trainees and/or Volunteers (jointly referred to as “Volunteers”) at Peace Corps/Viet Nam, the PSC may be temporarily assigned during the COVID-19 pandemic, as determined by the Peace Corps Director, to carry out additional duties and responsibilities in furtherance of the goals of the Peace Corps in order to enhance the ability of Peace Corps Volunteers to perform functions under the Peace Corps Act, including facilitating a safe environment in order for the successful return of Volunteers. This temporary assignment may require the PSC to provide services and/or support beyond what is listed in their current Statement of Work (SOW). The services and/or support may take many forms, examples of which may include but are not limited to, training, providing administrative, technical, medical, and/or operational assistance, building on host country programs, etc. This temporary assignment also may require the PSC to provide these services and/or support to individuals/organizations other than those listed in their current SOW such as host country government, partner organization(s), community member(s), staff, and/or contractors.

o Required Continuing Education Hours for ITSs - 20 continuing education (CE) hours are required for ITSs to maintain their professional competence and provide quality professional services annually. The ITS must:

Complete the required IT training courses as identified by OCIO.

Provide proof of completion (certificate) to their supervisor in order to claim CE credit upon completion of each learning activity.

Maintain training records and proof of CEs completed.

o Must comply with the basic on-the-job rules listed in Peace Corps Manual Section 647.

The following general factors apply to this position:

• Factor 1-7 Knowledge Required by the Position

a) Education: Not applicable.

b) Prior Work Experience: At least one year of experience with the administration of computer systems and training/work experience using Windows Servers.

c) Language: Ability to communicate effectively orally and in writing in English.

d) Job Knowledge: Knowledge of computer equipment operations; hardware and software technology; technical aspects of analysis, computer applications, telecommunications and management advisory services; comprehensive knowledge of systems analysis and design techniques.

e) Skills and Abilities: Technical skills to troubleshoot, diagnose and resolve hardware and software problems, to maximize the capabilities of Post computer resources. Good interpersonal skills to resolve priority issues, system limitations, down time, etc., with key officials, and to develop and maintain two-way communications and promote computer services.

• Factor 2-4 Supervisory Controls o The Contractor operates with a high degree of independence and reports directly to the Country Director (CD) 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.

• Factor 3-3 Guidelines o 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 Contractor use judgement to choose, interpret and adapt the guidelines to specific issues or subjects.

• Factor 4-4 Complexity o 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 ITS. While the ITS is expected to troubleshoot issues proactively, s/he must possess the ability to clearly communicate issues to Tier-II support staff to aid in finding a quick and efficient resolution.

• Factor 5-3 Scope and Effect o The purpose of the work is to provide Post with Tier-I technical coverage and ensure strict compliance with IT Security policies and mandates. The Contractor will work closely with Post staff on a daily basis and make contributions to the operations of other teams within Post.

• Factor 6-3 Personal Contacts o Personal contacts are with individuals outside of the agency and may include consultants, contractors, vendors or business executives in a moderately unstructured setting.

• Factor 7-2 Purpose of Contacts o The purpose of contacts is to enhance the ability to work effectively with the ISP and other providers of professional services to maintain the integrity of Peace Corps systems and continue the mission of the agency.

• Factor 8-1 Physical Demands o The work is primarily sedentary, although some walking, bending or carrying of light items may be required.

• Factor 9-1 Work Environment o 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.