Service Desk Analyst (All Interested Applicants/All Sources)

Announcement Number: LUSAKA-2026-013

Grade: LE - 1832 7

Salary: ZMW ZK242,848.78 /Per Year

Open Period: 07/02/2026 - 07/16/2026 Format MM/DD/YYYY

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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 Format MM/DD/YYYY 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 Sources For 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. Please address this factor in your ERA application under Major Duties and Responsibilities.

Benefits and Other Info:

Benefits:

Agency Benefits: The U.S. Mission offers a competitive compensation and benefits package for local employees. For Eligible Family Member (EFM) applicants, benefits should be discussed with the HR Office. The pay plan is assigned by the HR Office and confirmed by Washington, D.C.

Other Information:

HIRING PREFERENCE SELECTION PROCESS: A hiring preference is extended to eligible and qualified applicants in the order listed below. It is essential you accurately describe your status in your application, failure to do so may result in a determination that you are not eligible for a hiring preference. 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 Household, etc., please visit the 3 FAM 7210 Definitions.

ADDITIONAL EMPLOYMENT CONSIDERATIONS

The following apply to EFMs, USEFMs, and AEFMs only: Current employees who used a hiring preference to gain employment who are within their first 90 calendar days of employment are not eligible. This does not apply when the hiring mechanism is TEMP or the work schedule is intermittent or irregular. Candidates with a hiring preference who have already accepted a conditional offer of employment may NOT be extended a second conditional offer of employment unless and until they withdraw their candidacy for the first position in writing. The following apply to Locally Employed (LE) staff only: Current employees serving a probationary period are not eligible. Current employees with an Overall Summary Rating of Needs Improvement, Unsatisfactory, or an MBC score of less than 100 points on their most recent Employee Performance Report are not eligible.

How to Apply:

How to Apply: Click the “Apply to This Vacancy” button at the top of the page to begin your application. For an instructional video on how to apply click here. Please address all relevant experience, education, language skills (including English), and job related skills or requirements in your application. You may edit your application any time before the vacancy closing date. If you fail to submit a complete application by the vacancy closing date of this vacancy, then your application may be disqualified for this position. For a copy of the complete position description, please contact the HR Office. To request a reasonable accommodation, please contact the HR Office.

Required Documents:

Please upload all applicable documents to your application. If you fail to submit a complete application, then your application may be disqualified for this position. All Applicants: Residency Permit (if applicable) Work Permit (if applicable) University Degree (if applicable) University Transcript (if applicable) Language Scores (if applicable) Driver’s License (if applicable) Certificate (if applicable) Professional License (if applicable) Resume/CV (if applicable) In addition, Eligible Family Member (EFM) Applicants must submit: Copy of Sponsor's Travel 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)

Next Steps:

The HR Office will contact successful applicants. For more information on applying for jobs or employment with us, please visit the U.S. Mission website zm.usembassy.gov/jobs or follow us at LinkedIn. Thank you for your application and your interest in working with us.