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

IT SERVICE DESK LEAD SPECIALIST (IT/ASC-18) OCCUPATION CODE: 0335-3009

BARGAINING UNIT QUALIFICATION STANDARD   FUNCTION   Diagnoses and assures that escalated, complex hardware, software application, peripheral and user-related problems that cannot be handled by lower level employees 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. Ability to analyze and evaluate information sufficient to obtain information from varied sources such as reference materials, and to apply this information to (a) implementation plans for major operating changes, and (b) practical applications such as identifying and personally resolving complex user and network problems and developing written procedures, operating guidelines, and training materials.   3. Ability to work with others sufficient to adapt to varying personalities and situations, to maintain working relationships, and to work in cooperation with other employees, headquarters and field users, vendors, and higher level managers.   4. Ability to work independently sufficient to perform the duties of the position, complying with operating guidelines/procedures of planning and executing work activities such as resolving complex user and front end messaging system updates based upon critical or high incidents driving call volume, network problems, and coordinating hardware and software changes.   5. Ability to communicate sufficient to receive and understand complex technical information and instructions, such as those related to systems applications, and to simplify and transmit such information into correspondence, reports, and oral and written instructions directed to users and management.   6. Ability to work under pressure sufficient to perform the duties of the position, pursuing and disposing of complex user and network problems and coordinating hardware and software changes in a limited time and in stressful situations.   7. Ability to keep accurate records sufficient to maintain and update records such as internal procedure documentation, hardware and software documentation, and reports generated and received, and apply them to practical applications such as developing and coordinating implementation plans for major operating changes affecting field users.   8. Ability to use a computer sufficient to input or log complex user and network problem information into an automated information system, generating problem and change reports, routing more complex problems to other organizations and/or higher levels for resolution, and implementing minor software changes.   9. Ability to prepare documentation necessary to provide updated information, training and instructions to IT Service Desk technicians and specialists and other Information Management Systems users in a group or individual basis, on such areas as new procedures and operating or equipment changes. Acts as a Subject Matter Expert (SME) to lower level agents.   PHYSICAL REQUIREMENTS:   Applicants must be physically able to perform the duties of the position with or without reasonable 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: 0335-3009