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Qualification Standards Position Description	List of Positions	U.S.Postal Service

IT SERVICE DESK SPECIALIST SR (IT/ASC-15) OCCUPATION CODE: 0335-3008

BARGAINING UNIT QUALIFICATION STANDARD   FUNCTION   Provides initial customer contact and primary support to users of USPS technologies, assuring the more complex hardware, software application, peripheral and user education problems are resolved.   DESCRIPTION OF WORK:   See the Standard Position Description for the Occupation Code given above.   REQUIREMENTS   This section is composed of Knowledge, Skills, and Abilities (KSAs) which are required to satisfactorily perform the tasks of the position. Applicants must demonstrate that they possess a sufficient level of each KSA, to include at least minimum competency for senior-qualified positions to enable them to perform these tasks satisfactorily. Applicants demonstrate these levels by describing examples of experience, education, or training, any of which may be non-postal. Ratings are based on the demonstration of the level of possession of each of the KSAs. Failure to demonstrate any KSA is disqualifying.   1. Knowledge of the principles, methods, techniques, and terminology of networking, operating systems, and desktop computing sufficient to apply this knowledge to advanced operations related to hardware, software, applications, and user education problems.   2. Knowledge of postal operations relating to IT applications, hardware, and software.   3. Ability to analyze and evaluate information from varied sources such as reference materials and apply this information towards the resolution of user incidents.   4. Ability to work with others sufficient to adapt to varying personalities and situations, and to maintain effective working relationships with other employees, headquarters and field users, vendors, and managers.   5. Ability to work independently sufficient to perform the duties of the position, complying with operating guidelines and procedures while resolving user incidents.   6. Ability to use reference materials such as knowledge base articles, handbooks, manuals and operating guidelines sufficient to read, comprehend, and interpret materials, and apply this information to practical applications in providing technical guidance and assistance to users.   7. Ability to work under pressure sufficient to perform the duties of the position, pursuing and disposing of complex user incidents in limited time and in stressful conditions.   8. Ability to communicate sufficient to receive, understand, simplify, and transmit complex technical information and instructions related to systems applications into correspondence, reports and oral and written instructions directed to users and management.   9. Ability to maintain accurate and current records, such as internal procedures documentation, hardware and software documentation and reports, and apply this information to practical applications including implementation of operating changes affecting users.   10. Ability to use a computer sufficient to input or log complex or unusual user incident information into an automated information system and routing more complex problems to other organizations and/or higher levels for resolution, or implementing application program changes.   PHYSICAL REQUIREMENTS:   Applicant must be physically able to perform the duties of the position with or without accommodation.   ADDITIONAL PROVISIONS:   To be minimally acceptable, applicants must have demonstrated competency in each element by providing examples of direct or related experience, education, or training, any of which may be nonpostal related. Examples must show evidence of a background reflecting the capability to perform effectively in the position.   The required KSAs will not in themselves be accepted as final proof of qualification. The applicant's total record of experience, education, and training must show the ability to perform the duties of the position.
Doc Date: 04/07/2018		Occ Code: 0335-3008