Service Desk Analyst (open to all)

at  Embassy Brussels

Hiring Path:

• Open to the public

Who May Apply/Clarification From the Agency:
For USEFM - FP is 07. Actual FP salary determined by Washington D.C.
All Interested Applicants / All Sources
!!! Post policy update: Inbound USEFM applicants DO NOT have to wait until they are within 90 days of arriving at post to apply. !!!
If the candidate meets all of the onboarding criteria they could start working effective February 2025.
Security Clearance Required:
Public Trust - Background Investigation
Appointment Type
Permanent
Appointment Type Details:
Indefinite subject to successful completion of initial one-year contract.
Marketing Statement:
We encourage you to read and understand the Eight (8) Qualities of Overseas Employees before you apply.
Summary:
The work schedule for this position is Full Time (38 hours per week)
Start date: Candidate must be able to begin working within a reasonable period of time (15 weeks) of receipt of agency authorization and/or clearances/certifications or their candidacy may end.
If the candidate meets all of the onboarding criteria they could start effective immediately.
Supervisory Position:
No
Relocation Expenses Reimbursed:
No

QUALIFICATIONS AND EVALUATIONS

Requirements:
EXPERIENCE: A minimum of 6 months experience in IT operations or providing Tier 0/1 IT support.
JOB KNOWLEDGE: A good understanding of IT security best practices, smartphones hardware and maintenance, networking, and hardware/software troubleshooting. Good understanding of service desk management and escalation principles, emphasizing strong customer support and troubleshooting techniques. Basic understanding of endpoint management platforms. Knowledge of the differences three models of cloud computing services and potential applications. Good understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) and Wi-Fi networks.
Education Requirements:
Bachelor’s degree in computer science, Information Systems, Electronics Engineering, Cybersecurity and Graphic/Web Design, or Audio/Visual Communications and Technology or related is required.
Evaluations:
LANGUAGE: Fluency in English and good working knowledge of French or Dutch. This may be tested.
SKILLS AND ABILITIES: Ability to troubleshoot and provide Tier 1 support for market-leading laptops, mobile device platforms, and their peripherals. Ability to provide basic troubleshooting and support of wired and Wi-Fi networks. Possess strong problem-solving and communication skills that support working with people of different cultural backgrounds, language, technical knowledge, and seniority. Proficiency in voice and video conferencing and chat applications. Proficiency in typing and navigating a keyboard efficiently. Strong competency in office productivity suites such as Microsoft 365, Google Workspace, and OpenOffice.
Ability to research technical topics. Use information to conduct ad hoc customer training and create supporting materials to educate mission users on technical issues. Ability to work independently and effectively under pressure, handling planned and unexpected significant projects and tasks.
EQUAL EMPLOYMENT OPPORTUNITY (EEO): The U.S. Mission 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.
Qualifications:
All applicants under consideration will be required to pass medical and security certifications. All candidates must be able to obtain and hold a Sensitive But Unclassified (SBU) certification.

The Service Desk Analyst (SDA) is the face of the Diplomatic Technology (DT) office and is responsible for front-line response to both internal and external customer queries, both in person at the service desk and through remote channels such as telephone, email, chat, and self-service request forms. As part of the DT systems support team, provide Tier 1 operational support to the customer, perform ticket triage, troubleshoot Tier 1 technical and multimedia issues, and handle resulting incidents and service requests using the incident management and request fulfillment processes in line with established targets and objectives.
Perform limited systems administrator functions such as network and enterprise application account creation and management. Collaborate with cross-functional teams to address complex technical issues. Assist in network security measures and provides user education on information security best practices. Issue and manage loanable property, including laptops, radios, and tablets, and provide ad-hoc training to users.
Participate in DT initiatives as assigned.