United States Postal Service
External Publication for Job Posting 11828731
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
09/11/2024 - 09/20/2024
Job Title
IT SERVICE DESK TECHNICIAN
Facility Location
CIO REMOTE WORK PROGRAM
NB11911113
CONTACT INFORMATION: FDN6J0@usps.gov
Position Information
TITLE: IT SERVICE DESK TECHNICIAN
GRADE: - IT/ASC RSC N13
FLSA DESIGNATION: Non-Exempt
OCCUPATION CODE: 0335-3007
UNASSIGNED REGULAR POSITION (FULL TIME REMOTE)
10 WEEK TRAINING PERIOD: M-F 08:00 AM to 4:30 PM CST
IT SERVICE DESK OPERATES 7 DAYS A WEEK/ 24 HOURS A DAY
FOLLOWING TRAINING, WORK SCHEDULE IS SUBJECT TO CHANGE BASED UPON SHIFT AVAILABLITY
SALARY RANGE: 72,810 USD Annually (NON-NEGOTIABLE)
FINANCE NUMBER: 266375
BENEFIT INFORMATION: The salary is based on current postal pay policies and is non negotiable. 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.
CIO REMOTE WORK PROGRAM
This position is a remote work capable position.
Remote work capable positions (or remote work positions) are defined as positions for which employees can work from a remote location (telework) full time except when on official travel as directed by management. These positions are part of the
CIO Remote Work Program.
Unless geographic restrictions are specifically noted on the job posting, a remote employee may work from any location within the United States of America.
Work from an international location is not authorized.
Employees participating in the Remote Work Program must sign a CIO Remote Work Agreement. The Agreement is a condition of employment for remote work capable positions. Each Agreement will document the terms of the individual’s participation in the Remote Work Program, including but not limited to the following:
Location of the remote worksite(s).
Equipment and information resource requirements.
Safety requirements.
Supplies, costs, and liability.
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.
The Fair Chance to Compete for Jobs Act of 2019 (Fair Chance Act) prohibits the Postal Service from inquiring into the criminal history of applicants before a conditional offer of employment has been made and sets out penalties for individual employees who violate the law. An applicant who feels their rights under this federal law have been violated has 30 days from the date of the alleged violation to file a complaint with the Postal Service at FairChanceActSupport@usps.gov.
SPECIAL NOTE: Current career Postal Service employees are ineligible to apply to this posting.
