IAP_RITS_SOW.docx

IAP Regional IT Specialist (RITS) Statement of Work

I. General The services to be performed under this contract will be subject to the ultimate responsibility, authority and supervision of the Director of Customer Support Services, Office of Chief Information Officer (OCIO) with assistance from the Country Director (CD). The CD must recommend the candidate, provide facility support, and backfill the vacated IT Specialist position.

The RITS shall perform technical tier 2 support for post-based IT Specialists, provide train the trainer IT Training support and provide deployment and special project support in the regions for International Support and Services efforts.

II. Scope of Services The Regional IT Specialist must:

· Provide daily International Support and Services (ISS) technical coverage to posts when OCIO ISS is not available.

· Diagnose and resolve problems quickly in real time.

· Meet (via conference call) with ISS members at Headquarters (HQ) weekly to review escalated issues, information for knowledge base, etc.

· Serve as deployment staff for their region on major refreshes and break-fix situations, working alone or with ISS deployment specialist.

· Assist post IT Specialists with developing appropriate soft skills to succeed at their jobs.

· Go onsite to deliver IT Specialist training for new appointments and for those with developmental training needs.

· Serve as IT Specialist at posts requiring temporary duty support while a new IT Specialist is hired.

· Assist in interview and capabilities evaluation prior to selection of new IT Specialists within the region.

· Perform other duties as assigned.

III. Additional Duties/Responsibilities/Guidelines A. Safety and Security A.1. With all other Peace Corps staff, the Contractor must share responsibility for the safety and security of Peace Corps staff and volunteers by remaining current on safety and security policies and procedures and making safety and security the first priority.

A.2. The Contractor must provide input for developing and updating safety and security procedures and reporting formats for use by staff, PCVs and counterparts.

A.3. Immediately communicates Volunteer safety and security concerns and issues to the Safety and Security Manager (SSM) and Country Director (CD). Knowledgeable and supportive of Peace Corps safety and security policies and procedures, including the timely reporting of suspicious incidents, persons or articles.

B. Program Management/Administration The Contractor must:

B.1. Establish and operate a regional IT support capability with the goal of reducing IT outages across assigned countries and the posts. Works closely with other regional IT Specialist and HQ OCIO staff to advance IT best practices, standards and improve overall Peace Corp IT customer satisfaction. Monitor and work incident and service requests in Track-It and System Center in a timely manner meeting or exceeding defined service level agreements.

C. Mentoring and on-the-job training of other IT Specialists The Contractor must:

C.1. Provide mentoring and on-the-job training, as indicated and appropriate, to other IT Specialists in Peace Corps locations across their assigned region.

D. Evaluations of RITs At the conclusion of the pilot period and annually, the International Support and Services staff with significant input for the local IT Specialist will evaluate the RITS’s performance of duties under this contract in accordance with criteria set forth in the Regional IT Specialist Technical Guidelines. The initial evaluation at the conclusion of the pilot period will include any assessments conducted by Peace Corps.

E. Travel within Country All travel will be coordinated with and approved by the HQ Customer Services Support Director or International Support and Services manager. If indicated by country/program needs, travel will be planned and undertaken in collaboration with other Peace Corps staff.

The Contractor must:

E.1. Travel to and be prepared to stay at post sites on a regular basis as program needs dictate in order to provide incident resolution, deployment/upgrade support and local IT training as needed.

F. Travel outside of Country F.1. The Contractor is subject to worldwide availability and may be requested by the Peace Corps to be reassigned or transferred to another Peace Corps Post/Headquarters or perform temporary duties (TDY) as required and to travel to other assignments within Peace Corps’ OCIO area of responsibility and others as assigned. Any such reassignment or transfer will be subject to agreement of the Contractor. The Statement of Work as defined will remain the same; however the duties may be subject to change as determined by the Director of Customer Support Services or the Manager of the International Support and Services team.

F.2. Must be able to obtain a US Visa.