Information Support Administrator

FCDO Services; Washington (District of Columbia); On-site; USD 55,000 - 75,000; Full time

Job summary

British Embassy Washington is seeking an Information Support Assistant to deliver IT and information management support for BDSUS staff. You will act as the first point of contact, handle user queries, and help onboard/offboard staff while ensuring secure, compliant operations.

You will manage communications, improve information flows, and support SharePoint sites and Power Platform automation to optimise daily workflows across the NA network.

Qualifications

• Experience providing IT or service desk support within a secure environment.
• Proficiency with Microsoft products and internal communications.
• Experience drafting, coordinating and distributing internal communications.
• Experience developing and maintaining SharePoint sites and document libraries.

Responsibilities

• Provide a professional, customer focused information and IT support service to BDSUS staff across the British Embassy Washington.
• Be the central communications focal point for BDSUS, including newsletters and internal communications.
• Support information and records management in line with policies and legal requirements.
• Promote information management and security practices with end users.
• Improve workflows by building SharePoint sites and using Power Platform for automation.
• Assist staff with routine IT issues, MODNET laptops and related equipment, with escalation as needed.
• Build relationships across BDSUS and the Embassy to understand needs and improve service.
• As the team evolves, other duties may be assigned.

Skills

IT support

Customer service

SharePoint

Microsoft products

Information security awareness

Communication

Tools

MODNET laptops

Power Platform

SharePoint

Job description

The British Government’s Embassy in Washington is offering an exciting opportunity to join the BDSUS I-HUB as an Information Support Assistant. This is a meaningful role which supports and further develops the special relationship between the UK and the US - contributing to work shaping international diplomacy to make a real difference globally.

The US Network offers a unique, career-enhancing opportunity and is committed to supporting its staff through a comprehensive benefits package- including generous leave, competitive insurance options, a top-tier 401(k) Programme, and access to world-class learning and development resources.

The Information Support Assistant sits within the BDSUS iHub at the British Embassy Washington, forming part of a small, customer focused team that provides day to day information management and IT support to BDSUS staff. Working closely with the Information Support Officer and Information Manager, the role acts as a visible and approachable first point of contact, helping customers resolve routine issues and access the information, systems and equipment they need to operate effectively in a secure embassy environment.

In supporting customers across BDSUS and the wider North America network, the Information Support Assistant delivers practical assistance with MODNET laptops, mobile devices and user queries, providing initial fault investigation, guidance and escalation where appropriate. The role also supports key onboarding and offboarding activity, ensuring new arrivals and departing staff are equipped, enabled and compliant from day one, helping to minimise disruption and maintain continuity of service across geographically dispersed teams. The role act as the central distribution point of communications across BDSUS taking ownership of a weekly and monthly bulletin.

Alongside direct customer support, the Information Support Assistant plays an important role in promoting good information management and security practices. By working collaboratively with customers, stakeholders and partner teams across Defence, the role helps embed consistent, user friendly processes that balance operational delivery with security, assurance and compliance. This ensures that BDSUS information and IT services remain effective, resilient and responsive to the needs of both Washington based staff and the wider NA footprint.

We’re looking for a proactive, customer‑focused and collaborative professional with experience in information management, IT support or administrative services within a secure working environment. You’ll bring strong communication, organization and prioritization skills, along with the confidence to support customers with day‑to‑day IT and information queries, including laptops, mobile devices and access to systems. A commitment to delivering a high‑quality service, maintaining security and compliance, and continuously improving how we support BDSUS staff and the wider North America network will be central to your success in this role.

Roles and responsibilities:

• Provide a professional, customer focused information and IT support service to BDSUS staff across the British Embassy Washington, acting as a welcoming and reliable first point of contact for day to day queries.
• Be the central communications focal point for BDSUS, including sending out the monthly bulletin, weekly newsletter and any internal communications as required.
• Support the effective management of information and records, helping ensure information is organised, maintained and accessible in line with MOD and BDSUS information management policies and legal requirements.
• Promote good information management and security practices, working directly with customers to encourage compliant, practical and user friendly approaches to handling information in a secure embassy environment.
• Improve BDSUS ways working by building and developing SharePoint sites and using the power platform suite to aid automation.
• Support staff with routine IT and laptop issues, assisting customers with MODNET laptops and related equipment, basic fault investigation, user guidance and escalation where required, ensuring minimal disruption to business operations.
• Build strong working relationships across BDSUS and the wider Embassy, collaborating with colleagues, stakeholders and the iHub team to understand customer needs, resolve issues promptly and continuously improve the service provided.
• As the team is evolving, other duties may be assigned as required.

Essential on arrival:

• Experience of providing IT or service desk support within a government, defence, diplomatic or other secure environment.
• Previous experience of using Microsoft products.
• Resilient attitude to the inevitable frustrations with technology.
• Proactive approach and willingness to learn new IT systems.
• Experience of drafting, coordinating and distributing internal communications such as newsletters, bulletins, staff updates or intranet content.
• Experience of developing and maintaining SharePoint sites, pages and document libraries.

Language requirements:

Level of language required: Proficient

Desirable qualifications, skills and experience:

• Knowledge of Microsoft Power Platform, including Power Apps, Power Automate and Power BI, with experience of creating solutions to improve business processes and efficiency.
• Experience of delivering guidance, training or user support to colleagues with varying levels of technical knowledge.
• Awareness of cyber security, information assurance or protective security principles.
• Experience of identifying opportunities for process improvement and implementing practical digital solutions.