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 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

• 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.

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.

BENEFITS AND OTHER INFO:

Agency Benefits

Locally Employed Staff, including Members of Household (MOHs), and Third-Country Nationals (TCNs), working at the U.S. Mission in Brussels may receive a compensation package that may include extra-legal benefits: life insurance, hospitalization insurance (family included), meal tickets, transportation reimbursements, seniority leave, special holidays, training, Employee Assistance Program, etc.

For EFMs, benefits should be discussed with the Human Resources Office.

The pay plan is assigned at the time of the conditional offer letter by the HR Office.

Other Information

Hiring preference selection process: Applicants in the following hiring preference categories are extended a hiring preference in the order listed below.  Therefore, it is essential that these applicants accurately describe their status on the application. Failure to do so may result in a determination that the applicant is not eligible for a hiring preference.

Hiring preference order:

• AEFM / USEFM who is a preference-eligible U.S. Veteran*;


• AEFM / USEFM;


• FS on LWOP and CS with reemployment rights **.

*Important: Applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”), equivalent documentation, or certification.  A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service.  Acceptable documentation must be submitted in order for the preference to be given.

** This level of preference applies to all Foreign Service employees on LWOP and CS with re-employment rights back to their agency or bureau.

For more information (i.e., what is an EFM, USEFM, AEFM, MOH, etc.?) and for additional employment considerations, please visit the following link.

HOW TO APPLY:

All applicants must create an ERA profile and submit their complete application through ERA for each vacancy of their interest.

A complete application means that your ERA profile outlines how you meet the minimum qualifications as listed in the vacancy announcement (education, experience and language proficiency), and contains the required attachments.

For more information on how to apply visit the Mission internet site.

Required Documents

Note: Resume and cover letter are not required documents and will not be considered in the recruitment process. Instead, please complete your Electronic Recruitment Application profile thoroughly to capture all information you would like for the recruiters to consider.

To qualify based on education, you MUST submit the requested degree and / or transcripts as verification of educational requirement by the closing date of this announcement. Failure to provide requested information, or the information is insufficient to verify eligibility, may result in disqualification for this position.

All Applicants

• Residency and/or Work Permit;


• University diploma (preferably a copy recognized by Belgian/U.S. authorities*);


• Language Scores (if available).

Eligible Family Member Applicants

• Copy of Sponsor's Orders/Assignment Notification (or equivalent);


• Passport copy;


• DD-214 - Member Copy 4, Letter from Veterans’ Affairs, or other supporting documentation (if applicable);


• SF-50 (if applicable).

*Clarification:

If you have a diploma of one of the following countries, your diploma is automatically recognized:

• USA;


• Belgium;


• Netherlands;


• Luxembourg;


• International diplomas awarded by the European University Institute Firenze.

In case you have a foreign diploma from a country not listed above, preferably submit the professionally recognized version by cfwb/naric as outlined on our website. The recognition type that applies for this vacancy is: special recognition. The process may take about 120 days.

Next Steps

Applicants who are invited to take a language or skills test, or who are selected for an interview will be contacted via email.

Applicants, who may need reasonable accommodation during the interview process may contact the Human Resources Office to coordinate the reasonable accommodation at the moment when they receive the invitation to a test/interview.

For further information - the complete position description listing all of the duties, responsibilities, required qualifications, etc. may be obtained by contacting the Human Resources Office.

Thank you for your application and your interest in working at the U.S. Mission in Brussels.