BARGAINING UNIT QUALIFICATION STANDARD
(0335-3007) CUSTOMER SUPPORT TECHNICIAN (PDC)
June 29, 1988
Provides initial customer contact and primary support to field users of
data processing, assuring that hardware, software, application, and user
education problems are resolved.
DESCRIPTION OF WORK:
See the Standard Position Description for the Occupation Code given
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 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.
Knowledge of data processing principles, methods, techniques and
terminology, including operating systems and data communication,
sufficient to apply this knowledge to practical applications such as
resolving and communicating the status of routine user problems.
Ability to analyze and evaluate information sufficient to obtain
information from varied sources such as reference materials, written
directives, and users, and to apply this information to practical
applications such as determining complexity of user problems, personally
resolving routine problems, and determining where more complex problems
should be routed for resolution.
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 and field users.
Ability to work without direct supervision sufficient to independently
perform the duties of the position, complying with operating guidelines
and procedures and executing work activities such as collecting and
logging user problem information, resolving routine user problems,
generating change reports, and monitoring status of outstanding
Ability to use written reference materials sufficient to read,
comprehend, and interpret text materials such as handbooks, manuals, and
operating guidelines, and to apply this information to practical
applications such as providing technical guidance and assistance to
Ability to work under pressure sufficient to perform the duties of the
position, pursuing and disposing of user problems in limited time and in
Ability to keep accurate records sufficient to maintain and update
records, such as application program documentation, internal procedures
documentation, and reports generated and received, and to monitor status
of outstanding problems.
Ability to communicate sufficient to receive, understand, simplify and
transmit information such as technical information related to systems
applications, into correspondence, reports, and oral and written
instructions directed to users and to management.
Ability to use a computer terminal 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.
Applicant must be physically able to perform the duties of the position.
Vision of 20/40 (Snellen) in one eye and ability to read without strain
printed materials the size of typewritten characters are required;
corrective lenses are permitted. Ability to distinguish basic colors and
shades is desirable. Ability to hear the conversational voice is
required; hearing aids are permitted.
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