Help Desk Supervisor

Hiring Path:

- Open to the public

Who May Apply/Clarification From the Agency:
For USEFM - FP is 06. Actual FP salary determined by Washington D.C.
All Interested Applicants / All Sources
Post policy update: Inbound USEFM applicants DO NOT have to wait until they are within 90 days of arriving at post to apply.

Security Clearance Required:
Public Trust - Background Investigation

Appointment Type

Permanent

Appointment Type Details:
Marketing Statement:
We encourage you to read and understand the Eight (8) Qualities of Overseas Employees before you apply.

Summary:
The work schedule for this position is Full Time (38 hours per week)

Supervisory Position:
Yes

Relocation Expenses Reimbursed:
No

Travel Required:
Not Required

**Duties**:
Serves as supervisor for help desk unit of the Joint Administrative Services/Information Resource Management (IRM). Provides customer helpdesk and ad hoc systems administration tasks for desktops, laptops, mobile, multimedia and DVC systems in the U.S. Embassy and U.S. Mission to the European Union, ensuring help desk technicians meet support customer and management expectations. As needed, escalates highly complex issues to LAN network managers for resolution.

**Supervises Help Desk Unit**

Supervises the work of three help desk technicians responding to and resolving technical support requests from staff of the Embassy and USEU mission. Advises and instructs subordinate staff in technical matters and allocates tasks to them, specifying priorities and setting schedules for coverage of office hours. Monitors and documents help desk staff’s performance, counsels them on their progress and produces yearly evaluation reports in accordance with post performance management program. Develops annual work plans and sets clear performance goals. Recommends professional development (training courses, shadowing, etc.) and areas where remedial action should be taken to improve performance on an individual basis. Makes recommendations up the management chain to improve user experience of customers for support of software, hardware and/or technology services used by the embassy and USEU mission.

**Help Desk Operations**

Help desk technical duties include resolving hardware and software problems, recommending hardware and software products and preparing (imaging) and installing new desktops, laptops, mobile devices, peripheral devices, third-party software packages, wired and wireless infrastructure.

Assists customers who report problems related to any of the systems supported by the section. Analyzes help desk requests, researches problems, identifies and implements a solution and then confirms with the customer that the issue has been resolved to their satisfaction. Complex or highly technical issues are escalated to the appropriate deputy network manager for resolution. Uses a database of all customer requests (MyServices) to track and coordinate work tasks among colleagues and document work performed for analysis and reporting.

**Office Management**

Serves as the lead for mandatory time and attendance (T&A) reporting for IRM, keeping careful records and following all reporting requirements as set by post management. Manages the IRM supply program including just in time ordering for expendable and non-inventoried shelf spare supplies (both general office and technical accessories). Manages post inventory of software licenses to include annual review validating ongoing or new software licensing needs.

**Qualifications and Evaluations**:

- Requirements:
EXPERIENCE: At least five years of progressively responsible experience in the information technology field with at least three years in a help desk environment.
- Education Requirements:
Secondary school diploma.
- Evaluations:
LANGUAGE: Fluency in English. This may be tested.

SKILLS AND ABILITIES: Must be able to address and communicate effectively with co-workers and visitors at all levels. Must possess the ability to analyze problems and identify the appropriate resources required to solve them. Must be able to lift, move, and position equipment weighing up to 70lbs, using assistive tools as necessary. Must be able to use equipment, such as hand trucks and carts, to transport computer equipment. Must possess ability to type quickly and accurately to perform extensive data entry, documentation, and system administration. Must be able to explain complex technical issues in a way that is understandable to customers who are not familiar with IT. Driver’s license B required.

**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.
- Qualifications:
All applicants under consideration will be required to pass medical and security certifications.

**Benefits and Other Info**:

- Benefits:

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