IT Infrastructure Technician and Operator

Job Overview
Installs, maintains, and supports Information Technology (IT) infrastructure and endpoints in US Government (USG) facilities, vehicles, and official USG residences. Supports communications requirements for VIP visits and events at off-site locations. Maintains inventory and records of IT infrastructure, tools, and endpoints. Provides front-line contact center support by answering and routing visitor and telephone inquiries, using knowledge of embassy functions and available directories and resources. Tracks call statistics to support service improvements, issues loanable equipment as needed, and coordinates conference calls and after-hours screening for the Ambassador, Deputy Chief of Mission, and duty officer.

Major Duties and Responsibilities (Include % of time spent for each duty, percentage totals must equal 100%):

INFORMATION TECHNOLOGY INFRASTRUCTURE MAINTENANCE   30%

• Perform hands-on tasks to install, maintain, and decommission IT wiring and infrastructure in USG facilities, vehicles, and USD-owned or leased residences, adhering to Department wiring standards. Infrastructure includes UTP, fiber, and coaxial wired and wireless networks supporting voice and data communication, television/media, audiovisual, radio and satellite communications systems.
• Install and configure cabling systems, including conduit, junction boxes, and punch-down blocks for new installations, ensuring compliance with industry standards. Maintain accurate and up-to-date wiring documentation both physically in cabling locations and electronically in diagrams and connectivity charts.
• Under the guidance and direction of senior IT administrators, IT specialists or DTOs, perform basic updates and preventive maintenance on data and voice network switches; telephone PBX, voicemail, call routing and auto-attendant systems; radio repeaters and radio over IP systems.
• Carry out support-level tasks, such as maintaining records of all databases, network diagrams, supply inventories, and operational procedures. Maintain telephone usage records and prepare reports for billing purposes.
• Coordinate with external vendors to troubleshoot and resolve issues with IT and telephone circuits. Escalate complex issues with IT infrastructure to more senior IT administrators, IT specialists, DTOs, and functional experts at Regional Diplomatic Technology centers.

ENDPOINT MANAGEMENT  25%

• Install, configure, maintain, troubleshoot and repair IT endpoint systems to include office and residential telephones; handheld, mobile and base station radios; LoRaWAN IOT devices; and satellite communications systems. Provides one-on-one guidance to end users on the operation of these devices.
• Escalate complex issues with IT endpoints to more senior IT administrators, IT specialists, DTOs, and functional experts at Regional Diplomatic Technology centers.
• Support IT contingency planning and exercises including regularly testing and troubleshooting emergency communications devices and systems to ensure operational readiness in case of an emergency.

CENTER SUPPORT, OPERATIONS, AND SYSTEMS ADMINISTRATION 25%

• Lead the contact center team to provide technical support and ensure a positive customer experience across all contact channels including phone, email, Teams, web chat, and walk-ins. Contact Center Support
• Receive and provide information in response to visitors and telephone inquiries, utilizing knowledge of the embassy functions, departments, programs, services, and personnel; and references such as the embassy telephone directory and information sheets on specific programs, services, situations, and embassy public website.
• Determine the nature of call or business to route the contact appropriately.
• Ensure that all incoming telephone calls which are not fully routed by the Embassy telephone tree are answered immediately and route calls to the correct extension or call group.
• Support continuous process improvement through the tracking of call statics and logs. Identifies areas for improvement to DT leadership to improve both internal and external customer service.
• Assist with routing internal calls to internal and external parties and provide training to customers on phone features, directories, and dialing instructions.

Notify supervisor and Embassy security personnel of obscene or threatening calls.

• Arrange conference-call telephone conversations between key Mission staff, with emergency contacts, and the duty officer. Provides screening and coordination for after-hours calls to the Ambassador and Deputy Chief of Mission as required.

VIP AND EVENT SUPPORT 5%

• Install communication lines, circuits and radio systems to support VIP visits or events at hotels or other facilities throughout the country. Prepare Diplomatic Notes to the Foreign Ministry and/or regulatory authorities to obtain approval for the use of radio frequencies for VIP visits.
• Help decommission added equipment and lines at the conclusion of the VIP visit or event to return the venue to the desired state.
• Provide audiovisual equipment setup to support presentations and events at posts, hotels, VIP visit venues, and official residences.

TRAINING, KNOWLEDGE MANAGEMENT, AND CYBERSECURITY 10%

• Develop professional skills and stay abreast of new technology developments through independent study and formal training. Cross train backup on core portfolio functions and become competent in the core responsibilities of own backup portfolio. Coordinate leave schedule to ensure continuity of operations during scheduled and unscheduled absences.
• Apply standards in developing and documenting solutions that support customer productivity. Following Mission knowledge management practices, document problems and corrective actions taken for inclusion in the problem resolution database. Review, validate, and standardize knowledgebase articles. Maintain documentation on workstation and network resources including user information, server and workstation configurations, network cabling, and trouble logs.
• Assist ISSO with training efforts to educate users on various information security best practices. Follow good cyber security practices and all U.S. government, Department, and Mission policies, regulations, and directives to ensure the confidentiality, integrity and availability of Department systems and IT resources. Actively support efforts to improve the Mission's cyber posture.

PROJECTS AND ADMINISTRATIVE SUPPORT 5%

• Manage or participate in projects by executing the various tasks and duties under the guidance of DT’s assigned project managers for various projects.
• Provide and manage budget estimates, progress updates, timelines, resources, and documentation for projects.
• Prioritize and coordinate project management activities across all missions and track all milestones.
• Assist other teams within Diplomatic Technology at all mission locations to enable use of technology as a strategic diplomatic instrument. Listen to customer business needs and evaluate solutions that would improve their processes. Identify opportunities for using technology to improve efficiency, competitiveness, and innovation within the Mission.
• Perform asset management support to the Mission and Diplomatic Technology. Manage and maintain appropriate stocks of infrastructure tools and expendable supplies.
• Assist with performing full IT inventory recorded in the approved inventory tracking system by scanning barcodes located on devices, performing on-site inspections of equipment at remote locations, or locating missing items.

Minimum Qualification Requirements
12. Knowledge

12a. Pre-hire (Operational):
Knowledge of IT infrastructure theory and practices, including installation, operation, maintenance, testing and troubleshooting. Specific knowledge of host country relevant regulations and protocols on telecommunication and internet access.

Basic understanding of how IT endpoints (radios, telephones, televisions, audiovisual equipment) operate at the user level. Knowledge of cabling, radio, voice or network infrastructure industry standards. Knowledge of how to maintain an inventory system.

13. Pre-hire Skills and Abilities
Strong administrative and record-keeping skills. Ability to read and interpret technical documents and schematics in both English and Mauritian Creole. Effective communication skills with a wide range of technical and management personnel. Ability to work independently with minimal supervision. Experience using a variety of hand and power tools, as well as electronic diagnostic equipment, including drills, multimeters, tone generators, and network testers. General use skills in productivity applications including Microsoft Office. Ability to use professional diagramming software to create network topology diagrams and the ability to read and explain network topologies.

15. Education
At least two years of post-secondary study at a vocational college or university is required.

16. Licensing/Certifications/Training
Department of State Standard training on installation standards and procedures for telecommunication and infrastructure. Successful completion of regular SMITH System Defensive Training. Must maintain a valid current driving license.

17. Work Experience
17a. Non-Supervisory:
A minimum of two years of hands-on experience in the installation, repair, and maintenance of data, voice, radio, or video infrastructure systems.

18. Language Proficiency - List English and other host country language(s) proficiency requirements by level (1-5) for speaking, reading, and writing
English:
Level 3 - Good working knowledge; speaking, reading & writing
Host-Country Language: French
Level 3 - Good working knowledge; speaking, reading & writing
Host-Country Language: Mauritian Creole
Level 3 - Good working knowledge; speaking, reading & writing
Host-Country Language:
Host-Country Language:

19. Special Work Environment & Conditions
Ability to lift or move object weights up to 50lb (23kg) under Occupational Safety and Health Administration (OSHA) standards. Must be able to work in difficult, sometimes dirty, and cramped conditions. Ability to work during hours outside the embassy's regular operational schedule, including occasional VIP support from offsite locations.