About

Announcement Number: LUSAKA-2026-013

Hiring Agency: Embassy Lusaka

Position Title: Service Desk Analyst (All Interested Applicants/All Sources)

Open Period: 07/02/2026 – 07/16/2026

Vacancy Time Zone: GMT+2

Series/Grade: LE – 1832 7

Salary: ZMW ZK242,848.78 /Per Year

Work Schedule: Full-time – 40 hours/week

Promotion Potential: LE-7

Duty Location(s): 1 Vacancy in Lusaka, ZA

Telework Eligible: No

For More Info: Ferzio C. Mampwe

+260211357000

MampweFC@fan.gov

Overview

Hiring Path:

• Open to the public

Who May Apply/Clarification From the Agency:

This position is open to:

• All Interested Applicants / All SourcesFor USEFM – FP grade is FP-07. Actual FP salary authorized by Washington D.C.

Security Clearance Required:

Public Trust – Background Investigation

Appointment Type

Permanent

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 Lusaka, Zambia is seeking eligible and qualified applicants for the Service Desk Analyst position in the Diplomatic Technology office.

Supervisory Position:

No

Relocation Expenses Reimbursed:

No

Travel Required:

Occasional Travel

Occasional travel for training.

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. S/he performs 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.

Qualifications and Evaluations

Requirements:

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

security certificate; or

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 / Technology, Electronics / Computer 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:

Fluent English (speaking/reading/writing) is required.

Good working knowledge of Nyanja or Bemba (speaking/reading/writing) is required.

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.

• 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.
• Provide Tier 1 operational support to the customer.
• Perform ticket triage.
• Troubleshoot Tier 1 technical and multimedia issues.
• 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.
• Provide user education on information security best practices.
• Issue and manage loanable property, including laptops, radios, and tablets.
• Provide ad-hoc training to users.

• 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.
• 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.
• Ability to work independently and effectively under pressure, handling planned and unexpected significant projects and tasks.

• Bachelor’s degree in Computer Science, Information Systems / Technology, Electronics / Computer Engineering, Library and Information Sciences, or Audio/Visual Communications and Technology.
• A minimum of 6 months experience in IT operations or providing Tier 0/1 IT support.
• Fluent English (speaking/reading/writing).
• Good working knowledge of Nyanja or Bemba (speaking/reading/writing).
• 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.