Duties

Job Overview

• 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.

Qualifications and Evaluations

Requirements:

All selected candidates must be able to obtain and hold a: [HR DELETE THE OPTION THAT DOES NOT APPLY]

• Police Clearance Certificate
• All selected candidates will be subject to a background investigation and may be subject to a pre-employment medical exam.  
• Selected candidate must be able to begin working within a reasonable period of time [4 weeks] upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Education Requirements:

• Bachelor’s degree in computer science, Information Systems, Electronics Engineering, Library and Information Sciences, or Audio/Visual Communications and Technology is required.
• Please address this factor in your ERA application under Education.

Evaluations:

[HR MAY ADD A LOCAL LANGUAGE TRANSLATION IF HELPFUL.] 

• 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 - Level 4 – Fluent; speaking/reading/writing, may include the ability to translate
• Kiswahili - Level 3 - Good working knowledge; speaking, reading & writing
• Please address this language requirement in your ERA application. 

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

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.