About

The U.S. Mission in Lusaka, Zambia is seeking eligible and qualified applicants for the Information Technology (I.T.) Administrator – Infrastructure in the Diplomatic Technology office.

Responsibilities

The Information Technology (IT) Administrator is a member of the Diplomatic Technology team. Administer IT systems ensuring confidentiality, integrity, and availability. This involves providing Tier 1 and Tier 2 technical support to customers through multiple channels, conducting system analysis and configuration management, and operating systems with a post-wide impact level. Collaborate with cross-functional teams to address complex technical issues. Assist in network security measures, conduct system audits for compliance, and educate users on information security best practices. Participation in Diplomatic Technology (DT) initiatives and fulfillment of other assigned duties round out the role, emphasizing a comprehensive approach to IT administration and support. Utilize system administrator privileges to provide Tier 1 and Tier 2 technical support for both on-premises, cloud-hosted applications, platforms, and server infrastructure. Manage service requests and IT incidents across all contact channels, performing ticket triage, and handling incidents in line with service desk targets and ICASS standards. Create, assign, or update tickets on behalf of customers as needed.

Qualifications and Evaluations

Requirements:

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

• Security 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 (6 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, Electrical Engineering, Library and Data Science/Analytics, or Audio/Visual Communications and Technology is required.

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 2 years of experience in computer networking operations, network management or utilization of computer systems.

Language:

• Fluent English Speaking/Reading/Writing is required.
• Good Working Knowledge Bemba/Nyanja Speaking/Reading/Writing is required.

Job Knowledge:

Knowledge is required in the following portfolios: systems analysis and design techniques; computer equipment operations management; hardware, software, and cloud-based technologies; computer networking; technical aspects of analysis, computer application software development concepts, and management advisory services.

Skills And Abilities:

Proficiency in office productivity suites such as Microsoft 365, Google Workspace, and OpenOffice. Possesses strong problem-solving and communication skills that facilitate working with people of different cultural background, language, technical knowledge, and seniority. Possess strong communication and presentation skills and understand how to tailor information to the audience.

• Administer IT systems ensuring confidentiality, integrity, and availability.
• Provide Tier 1 and Tier 2 technical support to customers through multiple channels.
• Conduct system analysis and configuration management.
• Operate systems with a post-wide impact level.
• Collaborate with cross-functional teams to address complex technical issues.
• Assist in network security measures.
• Conduct system audits for compliance.
• Educate users on information security best practices.
• Participate in Diplomatic Technology (DT) initiatives.
• Fulfill other assigned duties.
• Utilize system administrator privileges to provide Tier 1 and Tier 2 technical support for both on-premises, cloud-hosted applications, platforms, and server infrastructure.
• Manage service requests and IT incidents across all contact channels.
• Perform ticket triage.
• Handle incidents in line with service desk targets and ICASS standards.
• Create, assign, or update tickets on behalf of customers as needed.

• Proficiency in office productivity suites such as Microsoft 365, Google Workspace, and OpenOffice.
• Strong problem-solving skills.
• Strong communication skills that facilitate working with people of different cultural background, language, technical knowledge, and seniority.
• Strong presentation skills.
• Ability to tailor information to the audience.

• Bachelor’s degree in Computer Science, Information Systems, Electrical Engineering, Library and Data Science/Analytics, or Audio/Visual Communications and Technology is required.
• A minimum of 2 years of experience in computer networking operations, network management or utilization of computer systems.
• Fluent English Speaking/Reading/Writing is required.
• Good Working Knowledge Bemba/Nyanja Speaking/Reading/Writing is required.
• Knowledge in systems analysis and design techniques.
• Knowledge in computer equipment operations management.
• Knowledge in hardware, software, and cloud-based technologies.
• Knowledge in computer networking.
• Knowledge in technical aspects of analysis.
• Knowledge in computer application software development concepts.
• Knowledge in management advisory services.