Statement of Work
Position Title: Information Technology Assistant (ITA)
Location: Monrovia, Liberia
Work Hours: Full Time; 44 hours per week; Typically Monday through Friday from 8:00 am to 5:00
pm, with flexibility to work additional hours or on weekends on an as-needed basis.
About Peace Corps Liberia
Peace Corps is an autonomous, international agency of the United States Government with operations
in more than 60 countries. It operates in Liberia by the invitation of the Government of Liberia. Peace
Corps/Liberia has memoranda of understanding with the Ministries of Education and Health that
outlines broad areas of agreement of cooperation regarding the work of Peace Corps Volunteers in
the country. Volunteers are partnered with organizations and schools enabling Volunteers to provide
capacity building in education and community health while building cultural understanding between
Americans and Liberians.
Reports to: Information Technology Manager/ Specialist (ITM/S)
Basic Functions of Position
The Information Technology Assistant (ITA) reports directly to the Information Technology
Manager (ITM) or Information Technology Specialist (ITS) with technical guidance provided by the
International Technical Support group at the Peace Corps Headquarters in Washington, DC. The
ITA a point of contact for first-tier technical support, staff training, online content management,
and policy compliance at post. Daily tasks will be managed by the ITM/S. The ITA will be required
to travel and assist with IT related issues in an event that the ITM/S not able to travel to remote
offices. The ITA will carry out the duties of the ITM/S when the ITM/S is absent or if the ITM/S
position is vacant.
This position requires strict adherence to ethical standards of confidentiality and professional
conduct. In addition, the candidate should be flexible, highly organized, creative, and able to multitask and work independently.
Major Duties and Responsibilities:
• Customer Technical Support (30%)
o Provide first-tier computer, printer, network, and software application support for all
staff. Escalate unresolved problems to the ITM/S. Solicits assistance from the post’s
ITM/S when encountering issues beyond his/her expertise.
▪ Assist the ITM/S in the management of the telephone system, smartphones,
printers and photocopiers and with prior approval, escalate issues not resolved to
vendors contracted to resolves such issues
▪ Assist staff in moving IT equipment to locations where such equipment will be
required for use. Coordinates equipment requests/delivery/return from staff and
ensures all appropriate forms are completed with proper authorizations
signatures. Verify equipment is in good condition when returned.
▪ Replace toner in printers and copiers.
o Identify recurring problems, systemic problems or other factors impacting computer use
at post and reports them to the post’s ITM/S.
o Independently manages hardware and software in the environment; identifies and solves
technical problems, including, but not limited to, hardware, software, and internet
connectivity issues. Re-images and reassigns computer equipment as staff positions are
filled or vacated. All of the above will be conducted under OCIO Peace Corps guidelines
and policies.
o Provide IT support to Peace Corps Volunteers (PCVs) 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.
▪ Provide support and guidance to PCVs over the phone or in person and
communicate back with PCVs to ensure the situation was resolved.
o Monitor Temperature, Voltage and humidity in Server, APC and Battery Bank rooms to
ensure optimal operation and services availability to staff and PCVs.
• Network and Systems Administration (20%)
o Monitor users’ internet access to comply with agency security standards
o Monitor compliance in terms of applications use, and be point of contact to new requirements
between post and the U.S.-based Office of the Chief Information Officer (OCIO)
o Monitor and guide the use of external storage resources on the network so as to remain
compliant to agency security policies
o Provide Weekly IT security reminders and notifications to staff
o Perform Daily, Weekly, Monthly and Yearly (DWMY) IT tasks and daily server checklist to
ensure proper operation of server and network.
• 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, and should exhibit a high
level of IT code of ethics and confidentiality.
o Maintains an up-to-date and accurate inventory of post IT assets.
o Maintains post personnel and PCV databases.
o Responsible for updating all staff information changes on local server and workstations as
necessary.
o Maintains, updates, troubleshoots users directory list in Secure File Transfer Protocol
(SFTP).
• User Training (20%)
o Conducts formal and informal IT training for staff with varying degrees of technical
proficiency. Training will be conducted on software applications mainly based on Windows
Platform, appropriate use of IT in the workplace, Microsoft Office programs, and other Peace
Corps applications
o Provide IT user orientation for new staff
o Develop and maintain a comprehensive library of training materials
o Provide training to Peace Corps Trainees (PCTs) during Pre-Service Training (PST)
• Online Content Management (10%)
o Support the creation, development, and management of content for post web presence
o Oversee and manage the Facebook and other social networking presence of Peace Corps post
in conjunction with PCV teams tasked with content management of such social network
forums.
o Identifying and sharing noteworthy content that highlights Peace Corps Post and Volunteers’
services to senior staff
o Review PCV blogs to ensure compliance with Peace Corps standard policies
• IT Administrative Tasks (10%)
o Responsible for complying with all administrative tasks related to information technology
as assigned by the ITM/S
o Maintain and organize IT relevant documentation (Forms and Incident reports)
o Work with ITM/S in submission of Track-it tickets for unresolved IT issues at post
o Maintain and manage office shared files in accordance with post Record Management
regulations
o Assist Volunteer Support Assistant with uploading Volunteer photos and data into Peace
Corps application
• 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 is subject to worldwide availability and may be requested by the
Peace Corps to be reassigned or transferred permanently to another Peace Corps
Post/Headquarters or perform temporary duties (TDY) as required and to travel to
other assignments within Peace Corps’ as assigned. Any such reassignment or transfer
shall 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
Contracting Officer.
o Required Continuing Education Credit Hours for ITAs – 20 continuing education (CE)
hours are required for ITAs to maintain their professional competence and provide
quality professional services annually. The ITA 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.
o Any other duties as assigned by the ITM/S.
The following general factors apply to this position:
• Scope and Effect
o The purpose of the work is to provide post with Tier-I technical coverage. The employee
will work closely with Post staff on a daily basis and make contributions to the
operations of other teams within Post.
• 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 ITA. While the
ITA is expected to troubleshoot issues proactively, s/he must possess the ability to
clearly communicate issues to the ITM/S or Tier-II support staff (within the
International Support & Operations group at Peace Corps Headquarters) to aid in
finding a quick and efficient resolution.
• 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 employee use
judgement to choose, interpret and adapt the guidelines to specific issues or subjects.
• Supervisory Controls
o The Contractor operates with a high degree of independence and reports to the
Information Technology Manager (ITM) or Information Technology Specialist (ITS)
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.
• Required Qualifications:
o Education: Completion of education or training resulting in a high school diploma or a
high level diploma in an IT related course or the host country academic equivalent.
o Work Experience: At least two (2) years of experience with network administration,
LAN & WAN networks and IT customer support on Windows and Android platforms.
o Language: Must possess English fluency in both written and spoken communication.
o Skills and Abilities: Good interpersonal skills to develop and maintain two-way
communications and promote IT services.
• Preferred Qualifications:
o Education: Completion of a Bachelor degree in the fields of Information Technology,
Computer Science, Information Systems Management, Electronics Engineering, or
equivalent, is preferred. Certification in A+, Network+, Security+, MCSE, CCNA or
similar is desirable.
o Work Experience: Five (5) years or more of experience with network administration,
LAN & WAN networks and IT customer support on Windows and Android platforms.
o Job Knowledge: A basic understanding of Peace Corps policies, procedures, internal
controls and reporting requirements. Demonstrates ability to learn computer equipment
operations; hardware and software technology.
o Skills and Abilities: Skills involved in working with electricity, solar power, and UPS
power backup systems is desirable.
• To apply:
o Please submit a cover letter addressing all the requirements stated in this advertisement, a
resume or curriculum vitae, and the names and contact information for 3 references via
email to: LR-Jobs@peacecorps.gov with subject line: “IT Assistant”Or apply through the system below.
o Deadline for application is Thursday, March 12, 2020
o NOTE: Only selected candidates will be contacted for interview