Information Management Specialist - USAID Ghana

The Information Management Specialist position is a member of the Information Technology (IT) Section of USAID/West Africa’s Executive Office with the responsibility for providing support and guidance on computer systems, software application systems, repair and maintenance of hardware, network connectivity, systems development, and support for telecommunications and networking operations for over 300 workstations and over 300 users in Mission offices in Ghana, Cote D’Ivoire, Benin, Togo and Cameroon.

The work requires a broad and comprehensive knowledge of Local Area Network (LAN), Wide Area Network (WAN), and Laptop/PC-based hardware and software. The Information Management Specialist performs and supervises the day-to-day operation, installation, repair, maintenance, support, and management of the Windows Server Family, Laptop, PC/LAN, and PC hardware,software, peripherals, data communication equipment, telephone systems, accessories, auxiliary equipment, automation facilities, and videoconferencing facilities, and is the point of contact for maintenance contracts for the Internet connections with ISPs, computer equipment, and peripherals (printers, scanners, UPS, PIV cards, etc.)

As needed, the Information Management Specialist coordinates with local vendors, USAID West African and Ghana Mission staff, M/CIO, IRM, State ISC and non-USAID organizations on IT and automation matters. The incumbent provides the full range of training to users and conducts troubleshooting as needs required.

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The Information Management Specialist serves as an advisor to the Supervisory Executive Officer and Deputy Executive Officers for all IT related procurements and is responsible for purchase of all IT equipment including Laptops, PCs, peripherals, UPS, printers, network equipment, cell phones, radio equipment, RSA remote access tokens, laptops, mobiles devices (smart phones, iPads), and other IT related equipment which might be helpful in performing day-to-day USAID business.

The Information Management Specialist reports directly to the USAID/WESTAFRICA Senior IT Advisor.

Statement of Duties to be Performed

a. Data Communications and Networking – 30%

The Information Management Specialist is responsible for all IT-related data, audio, and visual communications installation and implementation in the Mission; coordinates the installation, repair, maintenance, and inventory of communications hardware, software, and accessories owned by the Mission and installed by the Embassy for other sites; coordinatesthe installation, maintenance, and replacement of power outlets and extensions, communication lines, and network wiring in support of the data communications, networking and the inter-connectivity of Mission IT hardware, peripherals, and auxiliary equipment, monitoring communications and networking activities to and from USAID/Washington, USAID regional offices, the US Embassy, and other Missions, coordinating with designated technical personnel to resolve issues on connections, line conditions, transmission traffic, down time, etc., recommending data communications and networking system changes and improvements whenever necessary.

The Information Management Specialist performs error testing procedures to determine sources of problems, and the detection of potential communications and networking malfunctions, and develops a log for recording communication and networking malfunctions and solutions for analysis purposes and provides and monitors Remote access for Mission staff.

b. Computer Operations, Installation, Repair, and Maintenance – 30%

The Information Management Specialist serves as the IT Expert in charge of day-to-day operations and support of personal computer hardware, software applications, peripherals (workstations, terminals, printers, plotters, scanners, etc.), data communication equipment (radios, modems, data encryption equipment, servers, virtual desktop services, routers, bridges, PIV-A and PIV cards, network wiring cable, switches, racks, etc.), accessories (buffers, sharers, data switches, computer mice, etc.), and auxiliary equipment (small to medium UPSs, AVRS, Computer room air conditioning, power, temperature and humidity monitoring systems, and integrated online temperature and humidity alarm and control systems). The Information Management Specialist is responsible for providing first-line end-user support over 300 users on the use, operation, features, and capabilities of the Windows Desktop, PC/LAN and Laptop/PC hardware; conversion of data, word, graphics and images to various format and storage media; archiving and retrieval of data, text, graphics, and image files; use of corporate applications such as Google Suite, E2, GLAAS, Phoenix, WinTA, WebTA, ASIST, WebPASS/OPS, etc., and PC software packages such as Team Mate, AutoCAD, ArcGIS, etc. ), office automation software, and referring to the Executive Officers any errors, bugs, deficiencies, usage, or improvements to the software or application, and provides technical advice and recommendations for an immediate resolution. The Information Management Specialist is responsible for configuration of USAID Gmail and calendar on smartphones.

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The Information Management Specialist performs periodic and scheduled backups of information systems, application programs, data, text, graphics, and image files. The Information Management Specialist develops and maintains standard operating procedure (SOP) documentation and log files of all system backup, verification, disaster, program dumps, and reorganization; regularly reviews and enhances backup procedures and strategies to meet the ever-changing configuration of Mission IT hardware and software programs, while providing technical assistance; and coordinates with the Executive Officers to ensure that an adequate, safe, secure, and fire-proof area is available to secure core network equipment/devices and data. The Information Management Specialist is responsible for installation, monitoring, testing, and network management of Windows Desktop, Windows Server, CISCO Network devices, PC/LAN, and Laptop/PC hardware, software, peripherals, data communications equipment, accessories, and auxiliary equipment, recommending and performing systems programming, fine-tuning, upgrade enhancements, and reconfiguration to attain optimum system efficiency and performance.

The Information Management Specialist provides prompt repair and maintenance services to IT equipment by utilizing contractor’s engineers, working under various repair and maintenance contract agreements with the Mission for repair and maintenance of CISCO network devices, PC/LAN and Laptop/PC hardware, software, applications, peripherals, =[data communication equipment, accessories, auxiliary equipment, and testers (VOM, oscilloscope, etc.). The Information Management Specialist responds to program instructions and unscheduled program halts on Windows desktop and Windows Server, PC/LAN and Laptop/PC systems caused by machine failure, program bugs, or invalid data, and decide on whether to shut down particular systems in the event of equipment or systems failure, based on a thorough analysis of the problem. The Information Management Specialist indicates and advises on recovery procedures, including verification and reconstruction of data after failure; coordinates with appropriate US Embassy technicians for the best course of action for unusual operational concerns and issues, like extended power outages, breach in facility security, accessibility, improper equipment grounding, relocation of various automation peripherals, re-wiring, etc.; performs periodic housekeeping activities required for PC/LAN servers to remove unnecessary files, release unused disk space, reorganize databases, archive inactive documents, etc., with the ultimate goal of balancing workload, data integrity, and maximum utilization of disk space; and, schedules and oversees preventive maintenance for CISCO network devices, PC/LAN and Laptop/PC hardware, software, applications, data communication equipment, accessories and auxiliary equipment.

c. Systems Security Management – 15%

The Information Management Specialist assists the Senior IT Advisor in developing, maintaining, and testing the Mission security plans, contingency plans, and provides immediate advice on disaster recovery plans; ensures physical and system security of the Information Management System; ensures all network and standalone equipment are configured according to Agency guidelines; reports security incidents to M/CIO and with their coordination tackles problems; ensures all software are approved by the Information Systems Security Officer (ISSO); obtains new software installation permissions from the Policy Management Office (PMO) in Washington; and installs M/CIO-approved security patches, and ensures Antivirus software engines and definitions are updated. The Information Management Specialist is required to monitor information systems through the network security scanning service, and provide guidance on findings/vulnerabilities, installation of required patches, upgrade of operation system in peripheral hardware (e.g. printers, scanners, Cisco Switches, Cisco Routers and other network connected devices).

The Information Management Specialist provides guidance and advice on the safe use of computer systems and provides mandatory computer security training to staff. The Information Management Specialist provides required training and occasionally provides training to grantees before using any Agency specific software. The Information Management Specialist is also responsible for monitoring and addressing vulnerabilities detected in computer security scanning performed by M/CIO. The Information Management Specialist is responsible for setting up Google Apps for USAID/GMAIL, mission to mission account transfer, mission to headquarter account transfer and Gmail apps on Agency approved smartphones, tablets, and laptops. The Information Management Specialist is responsible for management of Remote Access Tokens. This includes assigning new tokens and token transfers. The Information Management Specialist provides guidance on ADS 547 to the contracting office for implementing partners on information security of software developed by implementing partners and helps implementing partners to obtain certification for new IT Systems from IRM Washington DC.

d. Procurement Planning and Project Management – 15%

Together with the Senior IT Advisor, the Information Management Specialist plans annual fiscal year IT budgets and advises the Executive Officers on IT-related procurements; forecasts IT requirements on a fiscal year basis, and plans ahead before any project starts; keeps logs of IT supplies and plans future IT supply requirements; provides technical assistance to the EXO Procurement Information Management Specialist during procurement of IT equipment/supplies; plans, undertakes, and monitors IT projects in the Mission, keeping in view current and future requirements; prepares and presents feasibility reports before the launch of IT projects and recommends the best possible way to achieve results.

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e. Telephone Support and Other Administrative Functions – 10%

The Information Management Specialist receives, inspects, and records automation-related deliveries, warranty claims, short shipment claims, out-of-office or out-of-country repairs, inter-office transfers, and disposal; regularly updates the inventory of automation hardware, software, peripherals, and auxiliary equipment; manages automation facilities, implementing physical security, cleanliness, non-smoking, and other administrative policies as applicable. The Information Management Specialist maintains the Mission’s Intranetsite; keeps track of documents available on the intranet site; makes certain information available is up to date and current; and ensures mandatory standards are implemented during updates.

The Information Management Specialist coordinates with US Embassy telecommunications personnel to install new telephone extensions, to repair faulty lines, and to provide extra servicesto certain extensions. The Information Management Specialist provides required training to the staff and advises staff on cell phone usage; troubleshoots cell phone problems; coordinates with the cellular company to resolve issues; provides the link of agency VOIP telephone systems and troubleshoots problems in the VOIP system.

The Information Management Specialist performs critical tasks such as preventive maintenance, operation system upgrades, IPL starts and recoveries, special processing, working outside normal duty hours when required to keep system down time and inaccessibility to a minimum. The Information Management Specialist maintains and updates the Operating Procedures of PC/LAN and PC hardware, software, applications, peripherals, data communication equipment, accessories, and auxiliary equipment; and provides short and informal one-on-one start-up training on basic operation of computers, printers, and networks, file management, and backup strategies.

Supervision Received: The Senior Information Technology Advisor provides general supervision and provides the overall objectives of the assignment, suggests approaches to consider, and reviews completed work, reports, and other assignments. Assignments are made orally and in writing. The Information Management Specialist performs assignments independently and work is reviewed in terms of overall computer performance, installation quality and timeliness, repair and maintenance response, and user feedback. The Supervisor establishes the basic parameters of work and determines major priorities.

Routine and/or recurring work is reviewed on a periodic basis, while task-oriented work is reviewed as completed.

Qualification Required and Experience

MINIMUM QUALIFICATIONS REQUIRED FOR THIS POSITION

In order to be considered for the position, a candidate must meet the Minimum Qualifications.

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Applications will be pre-screened and only those that meet the Minimum Qualifications will be considered. These are the minimum qualifications necessary to be considered for the position:

1. Education: Successful completion of a university education resulting in a Bachelor’s in Information Technology, Computer Science or the equivalent is required.
2. Prior Work Experience: At least five years of professional work experience of a program, technical, or administrative nature, where emphasis is placed on analytical, judgmental, and expository abilities with respect to the operation, management, and utilization of IT systems of substantial size and complexity is required. At least one year must have been in the operation of computer systems, providing PC support, and performing work of an entry level programming nature is required.

Experience in working in a cloud-based and client/server environment is required.

1 – 3 years IT networking experience installing and managing, routers, switches, firewalls, etc. is required.

1 – 3 years LAN and WAN management experience is required.

c. Language Proficiency: Level IV (Fluent) reading, writing, and speaking ability in English is required. Language proficiency may be tested.