Service Desk Analyst

Hiring Path:

• Custom Announcement (not open to the public)

Who May Apply/Clarification From the Agency: This position is open to:

• U.S. Citizen Eligible Family Members (USEFMs) - All Agencies
• U.S. Citizens Only / All Sources

For USEFM - FP grade is 07. Actual FP salary authorized by Washington D.C. Security Clearance Required: Public Trust - Background Investigation Appointment Type Temporary Appointment Type Details: Not to exceed 5 years Marketing Statement: 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.

Summary: The U.S. Mission in Frankfurt, Germany is seeking eligible and qualified applicants for the Service Desk Analyst in the Diplomatic Technology office.

Supervisory Position: No Relocation Expenses Reimbursed: No Travel Required: Not Required

Duties

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 incidentmanagement 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 OT initiatives as assigned.

Qualifications and Evaluations

Requirements: All selected candidates must be able to obtain and hold a:

• Public Trust security clearance.

All selected candidates will be subject to a background investigation.

Selected candidate must be able to begin working within a reasonable period of time upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Education Requirements: Bachelor's degree in Computer Science, Information Systems, Electronic Engineering, Library and Information Sciences, or Audio/Visual Communications and Technology is required.

Please address this factor in your ERA application under Education.

Evaluations: You will be evaluated against the qualifications and requirements in this vacancy announcement.

You may be asked to complete a pre-employment language or skills test.

You must complete the application form and provide the required documents. Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed. If you fail to submit a complete application, then your application may be disqualified for this position.

Qualifications: Experience:

A minimum of 6 months experience in IT operations or providing Tier 0/1 IT support.

Please address this factor in your ERA application under Major Duties and Responsibilities.

Language:

English - Good working knowledge: speaking, reading, writing.

This will be tested.

Please address this language requirement in your ERA application.

Benefits and Other Info

Benefits URL: Review our Benefits Agency Benefits:

Locally Employed Staff, including