Service Desk Analyst

About

MELBOURNE-2026-038RA-S

Consulate Melbourne

Service Desk Analyst - (All Interested Applicants/All Sources)

07/01/2026 - 07/16/2026 Format MM/DD/YYYY

GMT+10

LE - 1832 7

AUD $88,265 /Per Year

Full-time - Full time, 40 hours per week

LE-7

Duty Location(s):

1 Vacancy in

Melbourne, AS

No

Enkelejda Hoxhallari

03-9526-5957

***email_hidden***

Overview

Hiring Path:

• Open to the public

This position is open to:

• All Interested Applicants / All Sources

For USEFM - FP grade is FP7. Actual FP salary authorized by Washington D.C.

Public Trust - Background Investigation

Appointment Type

Permanent

Indefinite subject to successful completion of probationary period

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.

The U.S. Mission in Australia is seeking eligible and qualified applicants for the Service Desk Analyst position in the Diplomatic Technology section, Melbourne.

No

No

Not Required

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.

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 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

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

• Sensitive But Unclasffied security clearance.

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 upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.

To be considered for this vacancy, Eligible Family Members (EFMs) must haveat least 12 months remaining at Post, and local applicants must have at least 12 months of visa validity remaining.

See the requirement section above for the education requirements.

You will be evaluated against the qualifications and requirements in this vacancy announcement.

You may be asked to complete a pre-employment language or knowledge and 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.

Option 1

Experience

Six (6) months experience in IT operations or providing Tier 0/1 IT support is required.

Please address this factor in your ERA application under Major Duties and Responsibilities.

Education

Bachelor's degree in Computer Science, Information Systems, Electronics Engineering, Library and Information Sciences or Audio/Visual Communications and Technology is required.

Please address this factor in your ERA application under Education.

OR

Option 2

Experience

Two (2) years and six (6) months experience in IT operations or providing Tier 0/1 IT support is required.

Please address this factor in your ERA application under Major Duties and Responsibilities.

Education

Two years of University or College Study is required.

Please address this factor in your ERA application under Education.

Knowledge

Knowledge of networking, and hardware/software troubleshooting is required.

Good understanding of service desk management and escalation principles is required. Good understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) and Wi-Fi networks is required

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 is required.

Strong competency in office productivity suites such as Microsoft 365 is required

Please address this factor in your ERA application under Major Duties and Responsibilities.

Language

Good working knowledge: speaking, reading, writing is required.

Please address this language requirement in your ERA application.

Benefits and Other Info

The U.S. Mission offers a competitive compensation and benefits package for local employees. Find out more by clicking the link

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.

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

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.

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 or Work Permit
• University Degree

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)
• Other Document(s)

EFM Applicants: All required documents must be submitted with your application. Applications missing documents will not be considered.

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 https://au.usembassy.gov/jobs/ or follow us on Facebook , Instagram or LinkedIn

Thank you for your application and your interest in working with us.