Computer Management Specialist (USIAD/MERP) (FRA 24-17)



Vacancy Number: FRA 24-17

 Date: March 01, 2017


Position / Salary Range:      Computer Management Specialist

FSN-11 (ADP): EURO 75,643 – 98,336


Open To:                                German citizens and residents with valid work permits at the

time of application to work in Germany.


Location:                                USAID/Middle East Regional Platform (MERP). Frankfurt

Executive Office, Frankfurt, Germany


Opening:                                March 1, 2017

Closing:                                 March 24, 2017

Work Hours:                          Full-Time; 40 hours/week


USAID/MERP, Frankfurt, an equal opportunity employer, seeks applicants for an Computer Management Specialist position:



The Computer Management Specialist position is located in the Regional Executive Office of the Middle East Regional Platform (MERP) located in Frankfurt, Germany, and is responsible for providing support and guidance on computer systems, software application systems, repair and maintenance of hardware, systems development and support for telecommunications and networking operations to employees of USAID in Frankfurt and all supported client missions in the Middle East and North Africa (MENA) region. Currently, supported clients outside of Frankfurt include the USAID missions in Lebanon, Yemen, Tunisia, Libya, and the START program in Turkey. In addition to the MERP in Frankfurt, s/he also supports the USAID Management Bureau Office of Support Operations and the Regional Inspector General Office.

The incumbent interacts on a daily basis with internal Mission personnel, including USDH office directors and subordinate staff, and with the Information Management Officer (IMO) in Frankfurt and at client missions. The Information Systems Manager also works with suppliers of information technology software and equipment on an “as needed” basis. In addition, s/he provides substantive and expert technical input to the Mission’s technical offices and works with CIO personnel in Washington and in other Missions worldwide to resolve identified information technology problems.





Serve as the Mission’s Information Systems Manager responsible for developing the Mission’s overall comprehensive automation policy and long-range information technology strategy.  Ensure that computer hardware systems and peripheral equipment are operated in accordance with Agency computer security policies, standards, and guidelines.

The incumbent serves as the Systems Manager in-charge of day-to-day operations and support of personal computer hardware, software applications, peripherals (workstation, terminal, printers, plotter, scanner, reader, tape and disk drive, OCR and CD-ROM reader, digital senders, etc), data communication equipment (radio, modem, data encrypt, server, concentrator, router, bridge, cards or controller, coaxial and UTP wiring, switches, racks, etc), and accessories (buffers, sharers, data switches, mouse, etc). The incumbent is responsible for providing first line end-user support on the use, operation, features, capabilities of MS Windows OS Family, Virtual Desktop Infrastructure (VDI),  PC/LAN and PC hardware; conversion of data, word, graphics and images to various format and storage medium; archive and retrieval of data, text, graphics and image files; use of software, such as PC software packages, office automation software and referring to the Regional Executive Officer any errors, bugs, deficiencies, usage or improvements to the software or application for his/her attention and provide technical advice and recommendation for an immediate resolution.

The incumbent performs periodic but scheduled backups of all PC/LAN systems and application programs, data, text, graphics and image files. Develops and maintains operating procedure 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 automation hardware and software programs while providing technical assistance and coordinates with the Regional Executive Officer to ensure that an adequate, safe, secured and preferably a fire-proof storage area is available for the monthly off-site backup requirement of all Mission databases and application programs.

Complete and implement the Mission’s computer system disaster recovery/contingency plan procedures, which minimize loss of data and/or systems and ensure quick recovery from such disasters by implementing workable contingent system operation plan(s).

Serve as the deputy ISSO and oversees all areas of data, software and equipment security; alert designated ISSO to problem areas; and takes corrective actions to minimize the chances of malicious or inadvertent destruction of information or equipment.

  • Computer System Engineering and Security

Research assessing highly complex information and data requirements and in devising computer hardware and software configurations to support specified requirements; improve systems capacity through hardware and/or software changes and through operating systems configuration; oversee all areas of information processing and equipment security, alerting senior management to problem areas; and take corrective action to improve system productivity and to minimize chances of misuse or destruction of information and equipment.

The incumbent is responsible for installation, monitoring, testing and network management of MS Windows OS Family, CISCO, PC/LAN and PC hardware, software, peripherals, data communications equipment, accessories and auxiliary equipment, recommending and performing systems programming, fine tuning, upgrades enhancements and reconfiguration to attain optimum system efficiency and performance. S/he provides prompt repair and maintenance services to automation equipment by utilizing contractor engineers working under various repair and maintenance contract agreements with the Mission for the repair and maintenance of CISCO, PC/LAN and PC hardware, software, applications, peripherals, data communication equipment, accessories, auxiliary equipment and testers (VOM, oscilloscope, etc). The incumbent responds to programmed instructions and unscheduled program halts on the MS Windows OS Family, Virtual Desktop Infrastructure (VDI), PC/LAN and a PC system caused by machine failures, program bugs or invalid data, and decides whether to shut down a particular system in the event of equipment or system failure based on a thorough analysis of the problem. The incumbent advises on recovery procedures including verification and reconstruction of data after each failure. The incumbent coordinates with appropriate U.S. Embassy technicians for the best course of action to be taken for unusual operation concerns and issues like extended power outages, breach in facility security, accessibility, improper equipment grounding, relocation of various automation peripherals, re-wiring, etc. The incumbent performs periodic housekeeping activities required of PC/LAN servers to remove unnecessary files, release unused disk space, reorganize databases, delete outdated mails, archive inactive documents, etc. with the ultimate goal of balancing workload, data integrity and maximum utilization of disk space. The incumbent schedules and oversees the preventive maintenance of CISCO, PC/LAN and PC hardware, software, applications, data communication equipment, accessories and auxiliary equipment.

In collaboration with Mission management and information technology staff, establish Mission policies including, but not limited to, those governing computer maintenance and acquisition, installation of software, and integration of proper power protection equipment for all the Mission’s systems in Frankfurt and for client missions.

Install and maintain network software to servers and clients (PCs), upgrade of new software releases, optimize network performance, and upgrade client software.  Maintain backed up copies of server data to prevent accidental loss.

Keep servers, LAN equipment and PCs in high availability status.  This includes troubleshooting of PCs, LAN equipment and servers, replacing parts that need replacement and preventive maintenance as requested by the equipment vendors.  Maintain system images and antivirus software on both servers and users’ side.

Oversee the telecommunications system such as Microsoft Exchange server networks, Agency WAN Link, on site PBX, Internet Access through ISP, VTC systems, mobile device services, remote access services, and troubleshoot highly complex and the most difficult data and voice communications problems with AID/W.

The incumbent retains knowledge of the DOS Diplomatic Telecommunications Service – Program Office (DTSPO) and its capabilities for use as a backup routing for the AIDnet system when necessary.

Data Communications and Networking:

The incumbent is responsible for all automation-related data, audio and visual communications installation and implementation in the Mission. S/he coordinates the installation, repair, maintenance and inventory of communications hardware, software and accessories owned by the Mission and installed by the U.S. Embassy or other sites. This equipment may include modems, data encryptors, appropriate communications cards or controllers, protocol software, local or international leased or dial-up lines, communication switches. The incumbent coordinates the installation, maintenance and replacement of power outlets and extensions, communication lines, coaxial and UTP wiring plants in support of the data communications, networking and inter-connectivity of Mission automation hardware, peripherals and auxiliary equipment, monitors communications and networking activities to and from USAID/W, U.S. Embassy and other Missions, coordinating with designated technical personnel of these sites and communications carriers representatives to resolve issues on connections, line conditions, transmission traffic, down time, etc. recommending data communications and networking system changes and improvements whenever necessary. The incumbent performs prescribed trail-and-error testing procedures to determine sources of problems and detection of potential communications and networking malfunctions, develops a log for recording communication and networking malfunctions and solutions for analysis purpose and provide and monitors the Remote access to mission staff.

Perform the analysis, testing and evaluation of computer operating systems and utilities to determine their effectiveness relative to systems in use and their support capability and compatibility with program applications being run.  As necessary, recommend equipment and software upgrades and/or new information technology equipment procurement to the R/EXO.

Systems Security Management: 

Plan and implement procedures for controlling the physical security of the Mission’s information technology services and all related equipment in accordance with directives from USAID/Washington and the Mission’s Regional Executive Officer (R/EXO).  Implement and monitor security controls in coordination with CIO to prevent data loss or unauthorized access.

The incumbent develops, maintains and tests Mission’s security plan, contingency plan and provides immediate advise on the disaster recovery plan. S/he ensures physical and logical security of Mission’s Information Management System, ensures all network and standalone equipment are configured according to the Agency’s guidelines, reports any security incident to IRM Washington and coordinates to address it, ensures all installed software is approved by the Information Systems Security Officer (ISSO), get new software installation permission from Policy Management Office (PMO), Washington, install all CIO Washington’s approved security patches on the system and ensure Antivirus software’s engine and definitions are updated.

The incumbent is responsible to provide guidance and advise on the safe use of computer systems and provides computer security mandatory training to all staff. The incumbent also provides any required training initiated by the user and occasionally provides training to institutional contractors or implementing partners before using any Agency specific software.

The incumbent manages the secondary security program in compliance with CIO guidance.  This includes implementation of Personal Identity Verification – Alternative (PIV-A) cards and remote access tokens.  In managing the program, the incumbent must also ensure computer terminals are programmed to prevent access without use of an approved card.

Control access to Mission devices by maintaining port security on switches connecting the equipment to the Regional Inspector General and the State Department server room.  Monitor AIDNet IT security reports (NCircle) and address vulnerabilities to ensure best security results/grading.

  • Application Support  

Manage and oversee the entire applications portfolio for the Mission, including but not limited to, the most complex and sophisticated applications developed by USAID/W and the Mission for financial management, project administration, communications, and operations management.  These applications include, but are not limited to: Phoenix, PhoenixViewer, Time and Attendance for FSN employees, WebTA, e2 Travel Manager, and WEBPASS.

Work in collaboration with the information technology staff to support the day-to-day computer needs of Mission employees.  This includes support for word processing, spreadsheet, graphics and all other software that are in use in Frankfurt and at supported missions.  With any system upgrades, coordinates and provides training to users on the new platform.

Manage and support the implementation and use of the Mission database.  Manage the implementation of an Electronic Archiving and Document Management System. Coordinate with CIO Washington, Mission offices and Information Technology and Financial Management personnel in Serbia (which provides vouchering and payment support to Frankfurt) in the implementation of the Agency Secure Image and Storage Tracking System (ASIST).

Adapt modify, or integrate existing systems; analyze program applications developed by AID/W or other sources to determine impact on overall system workload, compatibility with other program applications being run, and with computer operating systems being used.

Develop, implement and administer in-house training courses on computer operations and use in the mission.  Conduct in-house training courses for Mission users on the use of Agency-wide and other commercial corporate applications.  Supervise or conduct end-user training in the operation of core applications such as the WebPASS, ASIST, Travel Manager, MS Office, and other software.  Keep abreast of training opportunities for users/customers as well as the IT team taking into consideration the associated cost(s) of recommended training to the Mission.

S/He provides support to mission events supported by technology unfamiliar to mission users (video-teleconferences, Aid Connect, Google Hangouts, etc.) and provides training to users as appropriate. The incumbent provides the link for the agency’s VOIP telephone system. Troubleshoots any problem occurring in the VOIP system. Give training to users about VOIP usage.  The incumbent maintains familiarity with iPhone Apps approved for use by the CIO to assist users in using technology to maintain optimal business practices.

Provide input/advice and work on the implementation of new Agency solutions including migration to the new CIO-approved USAID Google Cloud solution (GMail, Google docs), USAID/SharePoint-file sharing, Adobe connect, GLAAS, etc.  Coordinate the implementation with USAID/W/CIO Project Manager(s). Carry out feasibility studies of potential applications to automate work.

The incumbent serves as a super user for USAID programs to ensure users have access as needed to mission critical systems.  Programs include E2, ASIST Documentum, Phoenix, and GLAAS.  Incumbent maintains familiarity to assist users to navigate programs and is able to change routing of programs as required to support mission procedures.  The incumbent may also occasionally provide short and informal one-on-one start-up training on basic operation of the computer, printers and networks, file management and backup strategies.

The incumbent maintains familiarity with Department of State resources, restrictions, regulations and training requirements to educate customers who use the DOS OpenNet system.


The incumbent receives, inspects and records all automation-related deliveries, warranty claims, short shipment claims, out-of-office or out-of-country repairs, inter-office transfers and disposal. Regularly updates the Mission inventory of automation hardware, software, peripherals and auxiliary equipment, manages the automation facilities e.g. Business Center, implementing physical security, cleanliness, non-smoking and other administrative policies applicable.  The incumbent is also responsible to maintain the Mission’s Intranet site. The incumbent keeps track of the documents available on the intranet site and makes sure all information available is updated. Makes sure all mandatory standards are being implemented during updates.


Procurement Planning Project Management:

Work with R/EXO on information technology procurement actions.  May perform and/or direct record keeping for receipt and verification against purchase orders of new hardware, software, and documentation, and enter into Agency automated ADP inventory system.

The incumbent plans the new OE fiscal year’s IT budget and advise the EXO on IT related procurements for all supported missions. Forecast the IT requirement for next fiscal year and plans ahead before any project starts. Maintains log of IT inventory and plans future requirements of all IT supplies. The incumbent provides technical assistance to Procurement Specialist during procurement of IT equipment/supplies. Plans, undertakes and monitors all IT projects in USAID mission keeping in view current and future requirements, prepares & presents feasibility reports before launch of any IT project and recommends to management the best possible way to achieve results by maximizing the use of CIO-approved technology. Where appropriate, seeks approval from CIO to add technology to approved list.  For new field offices, the incumbent’s major responsibility is to plan all IT Procurement. Where necessary, prepare necessary reference drawings and documentation and keep them updated.




Completion of a Secondary School is required. CCNA and/or MCSE training is required.

Prior Work Experience:

At least ten years of experience performing progressively more responsible work of a primarily technical and administrative nature is required. Additionally, two years of management experience (preferably experience during periods of significant change) is a must.  This experience should include significant analytical and judgmental responsibilities and the overall management and logistical operation support of the computer systems and data-centers.  The candidate needs to be comfortable working in an environment with constantly shifting priorities and tight deadlines.

Language Proficiency:


Level IV (fluent) oral and written English is required.


Knowledge, Skills and Abilities:


  1. Incumbent should have advanced knowledge in IT administration and software including MS Windows Server management version 2003/2008, MS Exchange version 2003/2007, and MS Windows network configuration, network security software, Microsoft Office productivity software, and current MS Windows operating systems.  Must have advanced knowledge of hardware management including servers, personal computers, and peripherals such as wireless network devices, printers and audiovisual devices.
  2. Incumbent is expected to have comprehensive and expert knowledge or experience of the following:  the latest information technology industry concepts and practices (a thorough background in information security is highly desirable); the most complex and highly technical computer hardware; operating systems software and applications (experience with enterprise Document Management Systems (DMS) is extremely desirable); operations management and logistics in high-pressure situations; telecommunications (experience with Digital PBX Telephone Systems and Satellite communications is desirable); advanced systems analysis, reporting and design techniques; and executive management advisory services.  Extensive knowledge of the principles, techniques, and methodologies involving computer systems (and information security) analysis, programming, operations, and related aspects of telecommunications is essential along with the ability to communicate, explain and to some extent instruct the application of these concepts to Mission personnel. Must have knowledge of the principles of personnel, financial, and information resource management with proven track record of successful implementation.
  3. Thorough knowledge of automation operation concepts, analysis and management; system monitoring and performance fine tuning methodologies; program and data file integrity and backup strategies; disaster and recovery planning methods; performance fine-tuning; communications and networking concepts and operations; diagnosis, troubleshooting, repair and maintenance procedures and techniques; operating and maintenance concepts on UPS, alarm systems, air conditioner, wiring and cabling; with relevant computer languages; operations research concepts and applications; previous experience with PC/LAN and PC hardware, software and utility programs; standard business work process and management principles; general knowledge of the principles, techniques and methodologies involving extended relational database structure and analysis is highly desirable. A good knowledge of the capabilities and limitations of  computer equipment and hardware; automation policies; fact-finding techniques; programming languages used;; basic systems analysis and design techniques; systems programming documentation techniques; and, standard business practices and management principles.  In addition, knowledge of Web publishing software is highly desired.
  4. Skills and Abilities:  Good technical skills to troubleshoot, diagnose, and resolve hardware and software problems to maximize the capabilities of USAID computer resources; excellent understanding of priorities of key managers to ensure that computer systems are responsive to those needs is required.  Good interpersonal skills are required to resolve priority issues, system limitations, downtime, etc., with key officials in Frankfurt, Washington and at supported missions, and to develop and maintain two-way communications and promote computer and automation services.
  5. Ability to teach software programs to USAID staff; ability to relate proposed projects and priorities to the capabilities and limitations of the computer system and components to determine capability to meet support requirements; an ability to articulate the significance of management decisions with computer systems and system requirements to managers in order to obtain support for actions that will enhance automation and/or effective management of computer resources is required.  Incumbent must have the ability to balance workload demands between central system and individual user requirements; relate USAID organization, functions, and mission to computer system’s terms of reference, e.g., priorities for automation, an interrelationship of different applications programs to USAID operations, etc.; manage and supervise multiple sites and to coordinate support services from variety of contractors.  Ability to write and debug complex computer programs and design and maintain LAN, and PC configurations is required.
  6. The incumbent must have excellent technical, organizational, administrative and communication skills to effectively coordinate support services of vendor representatives and contractors.  Exceptional interpersonal skills to achieve user acceptance of findings, recommendations, and decisions pertinent to computer systems management and support as well as the confidence, diplomatic and bureaucratic understanding required to be able to support and defend those decisions when necessary.
  7. Strong interpersonal skills are required to resolve operation related issues and to develop and maintain two-way communications and promote computer services.  Ability to effectively manage, operate, repair and maintain the Mission PC/LAN and PC hardware, software and applications; use of MS/DOS, MS (Windows 2000 Family) network operating system, Ethernet connectivity and LAN protocol.
  8. Good technical skills to trouble-shoot, diagnose, and resolve hardware and software problems, and to maximize the capabilities of Field Office computer resources.  The incumbent should have the ability to relate priorities to the capabilities and limitations of the computer system and components on hand, in order to determine the capability to meet support requirements.  The incumbent should also have ability to articulate system requirements to managers in order to secure support for the computer program, and to maximize opportunities for automation and ability to train the Mission staff in the use of software programs.
  9. Evaluation Criteria: (Points indicated are maximums assignable per rating category)
  1. Education:                                10%
  2. Experience:                              30%
  3. Language:                                     10%
  4. Knowledge, Skills and Abilities: 50%

TOTAL:                                     100%


How the Selection will be made:


The successful candidate(s) will be selected based upon the following:

  1. a preliminary review of the applicant’s submitted package (which includes the Cover Letter and CV) to establish that minimum educational and English writing fluency requirements are met; and
  2. tests to include an English writing skills test, a Microsoft Office proficiency test that might include any of the following:  Word, Excel, PowerPoint; and any technical skill test that might be deemed appropriate;
  3. a personal or telephone interview; and
  4. reference checks.
  • USAID/MERP, Frankfurt’s Human Resources Section will perform the preliminary review (Step 1 above) to eliminate those applications that do not meet the minimum educational and written English language requirements before forwarding the rest to the Technical Office or Technical Evaluation Committee (TEC) for further review and assessment.
  • The Technical Evaluation Committee will review each of the forwarded applications against the established evaluation criteria to develop a shortlist of applicants to be tested and possibly interviewed.  Applicants will be contacted for testing (Step 2) and interviews. Based on the results of the tests, however, an applicant otherwise identified for interview could be dropped from the interview list.
  • Following the interview (Step 3) during which the applicant will be evaluated against the established criteria, the TEC will make a preliminary determination of candidates to be considered for employment and forward that list to HR.  HR will conduct and document the reference checks (Step 4) prior to advising the TEC of the results of these checks. Please note that references may be solicited from current as well as former supervisors in addition to the references you provide in your application package. References will only be solicited for those interviewed applicants who are being considered for ranking.
  •  Based on this final input, the TEC will make its final decision on which candidates to rank order, prepare a Section Memo for the review and approval of the Contracting Officer, after which an offer of employment will be made to the successful candidate(s).


  • Unsuccessful candidates who were interviewed will be contacted and advised of their non-selection.Compensation:Compensation will be in accordance with the U.S. Mission to Frankfurt’s Local Compensation Plan (LCP) applicable for IT positions.
  •  Additional Selection Criteria:
  1. The U.S. Mission will consider the following when determining successful candidacy: nepotism, conflict of interest, budget, and residency status.
  2. Locally Employed Staff (LE Staff) of the U.S. Mission Germany having served less than 12 months in their current position are not eligible to apply.
  3. Current Locally Employed Staff (LE Staff) with an overall summary rating of ‘Needs Improvement’ or ‘Unsatisfactory’ on their most recent Employee Performance Report are not eligible to apply.
  4. Current NOR employees hired on a Family Member Appointment (FMA) or a Personal Service Agreement (PSA) are not eligible to apply within the first ninety (90) calendar days of their employment, unless they have a When Actually Employed (WAE) work schedule.
  • To Apply:  Interested applicants for this position must submit their application and pertinent supporting documentation by the closing date using the U.S. Mission’s electronic application process:
  1. Applicants submitting their online application must complete the Universal Application for Employment (UAE), DS-174, which can be found on the internet for OpenNet users by clicking here: DS-174 OpenNet; or for external users on the internet by clicking here: DS-174 External.
  2. Additional documentation that supports or addresses the requirements listed above (e.g. cover letter, resume or curriculum vitae, reference letters, transcripts, essays, certificates, copies of degrees earned, etc.) should be attached with the application.
  3. Applicants claiming U.S. Veteran’s preference must submit written documentation confirming eligibility (e.g. Member Copy 4 of DD-214, Letter from the Veteran’s Administration, or certification documenting eligibility under the VOW Act with an expected discharge no later than 120 days after the certification is submitted) by the closing date of the vacancy announcement.  If the written documentation confirming eligibility is not received in the HR office by the closing date of the vacancy announcement, the U.S. Veteran’s preference will not be considered in the application process.
  1. Application language is English, i.e. application for employment, CV or resume should be in English.  Certificates, awards or degrees in English or German do not need to be translated.
  2. Note that the U.S. Mission does not/not refund travel expenses incurred by the interviewee.



The U.S. Mission in Germany provides equal opportunity and fair and equitable treatment in

employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.  The Department of State also strives to achieve equal employment opportunity in all personnel operations through continuing diversity enhancement programs.


The EEO complaint procedure is not available to individuals who believe they have been denied equal opportunity based upon marital status or political affiliations.  Individuals with such complaints should avail themselves of the appropriate grievance procedures, remedies for prohibited personnel practices, and/or courts for relief.




Clearance: Regional EXO/Reginal Deputy EXO:  Diane Moore/Jeff Sharp