Service Desk Analyst

**Duties**:
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.

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 Diplomatic Technology (DT) initiatives as assigned.

**Qualifications and Evaluations**:

- Requirements:

- a Public Trust security clearance.
- Education Requirements:
Bachelor’s degree in Computer Science, Information Systems, Electronics Engineering, Library and Information Sciences, or Audio/Visual Communications and Technology or related major is required.

**Please note this announcement is simultaneously advertised with the substitution of experience for education (PARIS-2024-049 S), please see details below**:

- At least 2 years college or university studies (no specific field required) PLUS a minimum of 2 years and six months experience in IT operations or providing Tier 0/1 IT support._- 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.
- Qualifications:
**Experience**:
A minimum of 6 months experience in IT operations or providing Tier 0/1 IT support.

**Please note this announcement is simultaneously advertised with the substitution of experience for education (PARIS-2024-049 S), please see details below**:

- At least 2 years college or university studies (no specific field required) PLUS a minimum of 2 years and six months experience in IT operations or providing Tier 0/1 IT support._**Language**:
ENGLISH - Good working knowledge - Speaking, Reading & Writing
FRENCH - Good working knowledge - Speaking, Reading & Writing**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.
Good understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) and Wi-Fi networks.**Benefits and Other Info**:

- Benefits:

- Agency Benefits:
**SALARY**: the **annual gross salary includes**: the profit-sharing allowance, the vacation allowance, the bonus allowance and the “Comité d’Entreprise” allowance.

**MEAL TICKETS**: Meal tickets have a face value of EUR 8.25/day. 60% of the daily amount is paid by the U.S. Government. An employee contribution of EUR 3.30 per ticket will be deducted in payroll. The number of meal tickets is limited to 202 workdays per year.

**TRANSPORTATION**:Employees are eligible for a reimbursement of 50% of the cost of public transportation passes purchased for commuting purposes.

**HOLIDAYS**: The U.S. Missions in France observe eleven U.S. holidays per year and up to ten French holidays.

**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**:
**HIRING PREFERENCE ORDER**
- Appointment Eligible Family Member (AEFM) / U.S. citizen Eligible Family Member (USEFM) who is a preference-eligible U.S. Veteran*
- AEFM / USEFM
- Foreign Service (FS) on Leave without Pay (LWOP) and Civil Service (CS) with reemployment rights**
- IMPORTANT: US citizen Eligible Family Member (USEFM) 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”) preferably Member Copy 4, Letter from Veterans’ Affairs which indicates the present existence of a service-connected disability, 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 FS employees on LWOP and CS with re-employment rights back to their agency or bureau.

For complete definitions of AEFM, USEFM, EFM, Member of Househo