United States Postal Service
External Publication for Job Posting 11201460

If this job requires qualification on an examination, the number of applicants who will be invited to take or retake the

examination may be limited.

Branch

Information Technology

Job Posting Period

12/23/2022 - 12/30/2022

Job Title

IT SERVICE DESK TECHNICIAN

Facility Location

SAN MATEO IT& ASC

2700 CAMPUS DR

SAN MATEO, CA 94497-0001

NB11270650

CONTACT INFORMATION: Jean David, IT Service Desk Supervisor, jean.o.david@usps.gov

Position Information

TITLE: IT SERVICE DESK TECHNICIAN

GRADE: - IT/ASC RSC N13

FLSA DESIGNATION: Non-Exempt

OCCUPATION CODE: 0335-3007

NON-SCHEDULED DAYS: Saturday/Sunday

HOURS: 08:00 A.M. to 04:30 P.M.

SALARY RANGE: 68,789 USD Annually

FINANCE NUMBER: 56873

BENEFIT INFORMATION: The salary will be based on previous experience, salary history, and current postal pay policies.

We offer excellent benefits including health and life insurance, retirement plan, savings/investment plan with employer

contribution, flexible spending, flextime scheduling of core work hours, annual and sick leave.

Persons Eligible to Apply

All U.S. Citizens, permanent resident aliens, citizens of American Samoa or any other territory owing allegiance to the United

States. Applicants must be available for screening activities, including an interview. Applicants entitled to veterans’
preference and/or covered by the Veterans Employment Opportunity Act may apply for any posted position.

If you are a military veteran, you must attach a copy of your DD-214 (Member Copy #4) to your application under the

Veterans Preference tab.

Males born after 12/31/1959 must be registered with the Selective Service System.

Applicants must be age 18 at the time of hire (or age 16 with a high school diploma).

All applicants must apply on line at www.usps.com/employment to be considered for this employment opportunity. Paper or

Emailed Applications for Employment will not be accepted in person or by email. You must have a valid email address to

apply as communication regarding employment opportunities, examinations, interviews and background checks will be

conveyed by email.

Please add the following email domain addresses to your contact list right away to allow correspondence, especially if you

use SPAM blocking software, use a yahoo or gmail account, or use a work or military email address!

@usps.gov @psionline.com @geninfo.com

NOTICE SCREENINGS REQUESTED: You may receive multiple requests for background checks in regards to this

employment opportunity. Respond to all requests quickly as we anticipate filling our vacancies quickly and nonresponses

may result in disqualification for this opportunity.

Newly appointed employees are subject to a 180 day probationary period.

Applicants must demonstrate in writing the requirements listed on the announcement through a combination of education,

training and experience. You may use both your Summary of Accomplishments and description of duties (under Work

Experience) to address each of the requirements listed.

Reimbursement of relocation expenses will NOT be authorized.

Current career postal employees are not eligible to apply.

Background Check

The Inspection Service criminal background check is conducted using United States information resources only (e.g., FBI
fingerprint check, state and county checks). A criminal background check involves a 5-year inquiry for any location where
the individual has resided, worked or gone to school within the United States or its territories. As a result of this limitation,
the criminal background checks of individuals who have not resided in the United States or its territories for the preceding
5-years may not be considered complete. The Inspection Service may be able to process inquiries for U.S. Citizens only,
but only if their time spent out of the country was spent as: a trailing spouse or dependent of someone working for the U.S.
government (military or civilian), a missionary, a student attending school in a foreign country, a Peace Corps participant, or
as an employee of a U.S.-based employer/company. If the Inspection Service is unable to perform a complete background
check because of residency outside the United States, such individuals will be ineligible for Postal employment.

Functional Purpose

Provides initial customer contact and primary support to users of USPS technologies assuring that hardware, software

applications, peripherals and user education problems are resolved.

DUTIES AND RESPONSIBILITIES

1. Receives and logs reported technical problems; performs initial diagnosis and resolves routine problems. Demonstrates

courtesy, patience and professionalism while providing technical support to customers via all communication channels.

2. Provides first contact resolutions that are clear and meet customer needs. Escalates complex technical problems for

higher level review and routes problems in a timely manner.

3. Reports recurring incidents to IT Service Desk Lead specialist Level 18 or supervisor for action.

4. Uses knowledge base information to research solutions to routine technical problems, frequently asked questions, and

application use.

5. Documents and monitors the status of outstanding incidents until they are resolved.

SUPERVISION

Supervisor or manager of unit to which assigned.

The United States Postal Service has the following excellent and challenging employment opportunity for highly motivated
and innovative individuals. Successful candidates must demonstrate through a combination of education, training, and
experience the following requirements:

Requirements

1. 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.

Qualified applicants must successfully pass a pre-employment drug screening to meet the U.S. Postal Service's requirement
to be drug free. Applicants must also be a U.S. citizen or have permanent resident alien status.

IMPORTANT INFORMATION:

Applications must be submitted by 11:59 p.m., Central Time, of the posting's closing date. Applicants claiming veterans'
preference must attach a copy of member copy 4 (only) of Certificate of Release or Discharge from Active Duty (DD Form
214) or other proof of eligibility if claiming 10-point veterans' preference. The United States Postal Service (USPS) is an
equal opportunity employer. The USPS provides reasonable accommodation for any part of the application, interview, and/or
selection process, please make your request to the examiner, selecting official or local manager of Human Resources. This
request can also be made by someone on your behalf. Explain the nature of your limitations and the accommodation
needed. The decision on granting reasonable accommodation will be on a case-by-case basis.

SPECIAL NOTE: Current career Postal Service employees are ineligible to apply to this posting.