| Qualification Standards Position Description |
List of Positions | U.S.Postal Service |
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IT SERVICE DESK TECHNICIAN (IT/ASC-13) OCCUPATION CODE: 0335-3007 |
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BARGAINING UNIT QUALIFICATION STANDARD FUNCTION Provides initial customer contact and primary support to users of USPS technologies, assuring that hardware, software applications, peripherals 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 this level 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 resolve routine hardware, software applications and user education problems. 2. Ability to analyze and evaluate information from varied sources such as reference materials and apply this information to implementation plans for major operating changes and practical applications such as identifying and personally resolving routine user and network issues. 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. 4. Ability to work independently sufficient to perform the duties of the position, complying with operating guidelines and procedures, and executing work activities such as resolving routine user and network problems and coordinating hardware and software changes. 5. Ability to use knowledge base reference materials sufficient to read, comprehend, and interpret text materials such as handbooks, manuals, and operating guidelines, and apply this information to practical applications such as providing technical guidance and assistance to users. 6. Ability to work under pressure sufficient to perform the duties of the position, pursuing and disposing of user and network problems and coordinating hardware and software changes in limited time and in stressful situations. 7. Ability to maintain accurate and current records, such as internal procedures documentation, hardware and software documentation, and reports, and to apply this information to practical applications such as implementing operating changes affecting users. 8. Ability to communicate sufficient to receive, understand, simplify and transmit technical information and instructions related to systems applications into correspondence, reports, and oral and written instructions directed to users and to management. 9. Ability to use a computer sufficient to input or log user problem information into an automated information system, generate problem and change reports, or route more complex problems to other organizations and/or higher levels for resolution. 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. |
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| Doc Date: 04/07/2018 | Occ Code: 0335-3007 | |