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    Duties

    Summary

    WHAT IS THE IRS INFORMATION TECHNOLOGY DIVISION?
    The mission of IRS Information Technology is to provide leadership in the delivery of information technology solutions that anticipate and meet enterprise-wide needs by empowering employees to deliver customer-centered, value-creating systems, products, services, and support. 

    See Other Information for Locations

    Learn more about this agency

    Responsibilities

    WHAT DOES AN INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT) DO? An Information Technology (IT) Specialist working in customer support provides technical support to customers who need advice, assistance, and training in applying hardware and software systems. Much of this work involves resolving difficult and complex problems, some unique to a single customer or organization, while others are more repetitive or similar to issues that have been handled and resolved before within the organizational component. As an IT Specialist (Customer Support) you will find that each day brings many new and exciting challenges, you will be exposed to the latest in information technology, and be recognized as an expert in your field.

    As an Information Technology Specialist (Customer Support) you will:

    • Provide advice and assistance to customers; troubleshoot complex problems; and provide support in a manner that minimizes interruptions in customers' ability to carry out critical business activities. 
    • Prepare standard login scripts and establishing network access protocols to enable customers to gain local or remote access. 
    • Review, validate, and standardize problem resolutions for inclusion in the problem resolution database. 
    • Provide technical support and expertise in resolving the most complex customer problems; e.g., by re-imaging customer workstations and correcting other workstations affected by similar problems. 
    • Evaluate and report on new tools and trends in the customer support field such as browser-based and speech-enabled customer support services; organize vendor demonstration sessions for other specialists; and recommend purchase of new tools to enhance the delivery of customer support services.

    This position is covered by a formal development plan and pay retention may be authorized for employees entering at a lower grade with promotion potential back to their current grade or a higher grade

    WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov

    IRSITJobs

    Travel Required

    Occasional travel - Travel 1-5 nights per month may be required

    Supervisory status

    No

    Promotion Potential

    09

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    Requirements

    Conditions Of Employment

    • Must be a U.S Citizen or National
    • Click "Print Preview" to review the entire announcement before applying.
    • Please refer to "Conditions of Employment

    -

    Qualifications

    You must meet the following requirements by the closing date of this announcement. 

    GS-05 LEVEL: You must have 3 years of  IT related general experience, 1 of which was at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. This experience must include Information Technology (IT) related experience that demonstrates each of the following four competencies: 1) Attention to Detail, 2) Customer Service, 3) Oral Communication and 4) Problem Solving.  IT related experience for this position includes: Basic knowledge of IT processing functions to understand the stages to automate a work process. Experience must have also included work with clients and customers to assess and/or address their needs, and provide information or assistance relative to the products or services; communicate effectively both orally and in writing; and, identify and resolve problems, determine relevant information, demonstrate using sound judgment, and making recommendations. Experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst or other positions that required the use or adaptation of computer programs and systems. OR

    You may substitute education for general experience as follows: a Bachelor's or higher degree at an accredited college or university in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. OR

    GS-07 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-5 grade level in the Federal service: This experience must include Information Technology (IT) related experience that demonstrates each of the following four competencies: 1) Attention to Detail, 2) Customer Service, 3) Oral Communication and 4) Problem Solving. Specialized experience for this position includes: Interviewing subject-matter personnel to get facts regarding work processes, and synthesizing the resulting data into charts showing information flow; operating computer consoles where this involved choosing from among various procedures in responding to machine commands or unscheduled halts; scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency; preparing documentation on cost/benefit studies where this involved summarizing the material and organizing it in a logical fashion; working directly with customers in obtaining information needed to establish or change accounts; translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language OR One year of graduate education at an accredited college or university in computer science, engineering, information science, information systems management, mathematics, operations research, statistics or technology management or in one or more of the fields identified above and required the development or adaption of applications, systems or networks. OR Superior Academic Achievement may be met by having a Bachelor’s degree, with one of the following: A GPA of 3.0 or higher on a 4.0 scale for all completed undergraduate courses or those completed in the last 2 years of study, or a GPA of 3.5 or higher on a 4.0 scale for all courses in the major field of study or those courses in the major completed in the last 2 years of study, or rank in the upper one third of the class in the college, university, or major subdivision, or membership in a national honor society recognized by the Association of College Honor Societies. OR At least 1 year of combined graduate education and experience as defined in paragraphs above.

    GS-09 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. This experience must include Information Technology (IT) related experience that demonstrates each of the following four competencies: 1) Attention to Detail, 2) Customer Service, 3) Oral Communication and 4) Problem Solving. Specialized experience for this position includes: Experience in an IT field or work where the primary concern was the subject matter of the IT application. The assignments must have shown completion of the following, or the equivalent: Analysis of the interrelationships of pertinent components of the system; planning the sequence of actions necessary to accomplish the assignment; personal responsibility for at least a segment of the overall project. OR Master's or equivalent graduate degree or two full years of progressively higher level graduate education leading to a master's or equivalent graduate degree  in computer science, engineering, information science, information systems management, mathematics, statistics, operations research, engineering or technology management or in one or more of the fields identified above that required the development or adaptation of applications, systems or networks. One year of graduate education is creditable in accordance with its relationship to a year of full-time study at the school attended. OR At least 1 year of combined graduate education and experience as defined in paragraphs above.

    You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

    -The experience may have been gained in the public sector, private sector or  VolunteerService. One year of experience refers to full-timework; part-timework is considered on a prorated basis.
    -To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.

    One Hundred-Fifty (150) Positions are located throughout IT-Wide to be filled in any of the following locations:

    Fresno CA, Washington DC, Atlanta GA, Chamblee GA, Covington KY, Lanham-Seabrook MD, Detroit MI, Kansas City MO, Holtsville NY, Charlotte NC, Philadelphia PA, Memphis TN, Austin TX, Dallas/Farmers Branch TX, Ogden UT, Kearneysville WV, Andover MA, Nashville TN, Jacksonville FL, Plantation FL .

    Education

    If you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time. An official transcript will be required if you are selected. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.

    Additional information

    CONDITIONS OF EMPLOYMENT:

    • We may select from this announcement or any other source to fill one or more vacancies.
    • This is a bargaining unit position.
    • Alternative work schedule, staggered work hours or telework may be available.
    • We offer opportunities for flexible work schedules.
    • Must successfully complete a background investigation, including an FBI criminal history record check (fingerprint check).
    • Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
    • If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
    • Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
    • Undergo an income tax verification and review of prior performance/conduct.
    • Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
    • Tour of Duty: work days: Monday - Friday; Tuesday-Saturday; Sunday-Thursday. Work shifts: Day Shift 8:00am - 4:30 pm ET; Swing Shift:  4:00 pm - 12:30 am ET; Midnight Shift:  12:00 am - 8:30 am ET;  Swing Shift 1:30 pm- 10:00 pm

    How You Will Be Evaluated

    Your application includes your resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a “not qualified” determination.

    Rating
    : Your application will be evaluated in the following areas: Customer Service, Oral Communication, Problem Solving, Technical Competence, Writing. . Category rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level categories, (i.e., A = Superior, B = Highly Qualified, C= Qualified) depending on your responses to the online questions, regarding your experience, education, and training related to this position. Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.

    Veterans'
    preference is applied after applicants are assessed. Preference-eligibles will be listed at the top of their assigned category and considered before non-preference-eligibles in that category. Qualified preference-eligibles with a compensable service-connected disability of 10% or more will be listed at the top of the highest category.

    Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices). We will not reimburse costs related to the interview such as travel to and from the interview site.

    If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP), you must receive a score of category B or better to be rated as “well qualified" to receive special selection priority.


    To preview questions please click here.

    Background checks and security clearance

    Drug test required

    No

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    Required Documents

    A complete application includes 1. A resume, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you will not be considered for this position (or may not receive the special consideration for which you may be eligible).

    All applicants are required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional). To receive full credit for relevant experience, please list the month/year and number of hours worked for experience listed on your resume. We suggest that you preview the online questions, as you may need to customize your resume to ensure that it supports your responses to these questions. Please view Resume Tips

    VETERANS' PREFERENCE DOCUMENTATION
    If you are claiming veterans’ preference, you must submit a copy of your DD-214 (Member 4 copy), or other official documentation from a branch of the Armed Forces or the Department of Veterans Affairs showing dates of service and type of discharge. Ten-point preference eligibles must also submit an Application for 10-point Veteran Preference, SF-15, along with the required documentation listed on the back of the SF-15 form. For more information on veterans' preference view FedsHireVets.

    Career Transition Assistance Plan (CTAP) or Interagency Career Transition Assistance Plan (ICTAP) DOCUMENTATION If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs both within and outside the commuting area.

    EDUCATION DOCUMENTATION
    : For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

    If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.by a credentialing agency. Refer to the OPM instructions.

    If you are relying on your education to meet qualification requirements:

    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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    Benefits

    A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

    Our comprehensive benefits are very generous. Our benefits package includes:

    • Challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards.
    • Ten paid holidays, 13 days of sick leave, and 13 to 26 days of vacation time each year.
    • Access to insurance programs that may be continued after you retire.
    • A wide choice of health insurance plans, coverage for pre-existing conditions, and no waiting periods. We pay a substantial amount (up to 75%) of the health insurance premiums.
    • A retirement program which includes employer-matching contributions.
    • Learn more about Federal benefits programs at: https://help.usajobs.gov/index.php/Pay_and_Benefits

    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

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    How to Apply

    The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date.

    Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at http://jobs.irs.gov/seasonal/reasonable-accommodation.html We will provide reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact Deborah.L.Smith2@irs.gov if you require this for any part of the application and hiring process.

    • To begin, either click the “Create a New Account” button and follow the prompts to register or if you previously registered, click the "Apply Online" button and follow the prompts.
    • You will be re-directed to Treasury’s CareerConnector system to complete your application process; answer the online questions, and submit all required documents. (To submit supporting documents, click one of the available options; Upload; Fax; or Reuse existing documents. To protect your privacy, we suggest you first remove your SSN). Also, go to “My Account” to view and update your information, as necessary.
    • To complete, you must click the “Submit Application” button located at the bottom of the “Application Review” page.
    • To verify your application is complete, log into your USAJOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application and the documentation received.
    • To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

      This is a 12 month open continuous announcement that will be used to fill positions IT-Wide throughout the next 12 months. We are projecting approximately 150 vacancies may be filled during the life of this register. Contingent upon funding and space requirements, one or more vacancies may be filled in the individual PODs listed in this announcement . It is anticipated that there will be a significant interest in the announcement. As a result, for applicant consideration, the announcement will have the following cut-off dates : 12/28/2018, 3/28/2019, 6/26/2019 and the announcement will close on 9/24/2019. This announcement may be closed early if sufficient applicants apply to fill the anticipated vacancies.  Eligible applicants in the highest category who apply by the initial cut-off date will be considered first . If additional vacancies exist, applicants who apply in subsequent cut-off dates who are placed in the highest category will be considered next. You may be able to update your application during the time this roster announcement is open, and your application will be reassessed for the following cut-off.

    If you are experiencing system issues with your application, please contact the CareerConnector Help Desk at careerconnectorhelp@treasury.gov and/or the USAJOBS Help Desk.

    Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.

    Next Steps:

    You may check the status of your application for this position at any time by logging onto the USAJOBS “My Account” tab and clicking on “Application Status.” For a more detailed update of your application status, you may click on “more information.”

    Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.

    Agency contact information

    Nicole Kraft

    Phone

    631-977-4029

    Fax

    000-000-0000

    Email

    hco.ets.ece.section.ii@irs.gov

    Address

    INTERNAL REVENUE SERVICE
    1040 Waverly Ave
    Stop 12
    Holtsville, New York 11742
    United States
    Learn more about this agency

    WHY IS THE IRS A GREAT PLACE TO WORK?  As an IRS employee, you will feel proud knowing you helped make America stronger while working at one of the world’s biggest financial institutions. You will be part of an organization that collects over $2 trillion in revenue and processes over 200 million tax returns annually. We are proud of how we apply the tax law with integrity and fairness to all

    The IRS hires talented and dedicated individuals from many backgrounds, including accounting, business, finance, law enforcement and information technology. You will be challenged and supported on a daily basis. Whether you are just starting out or looking for a new opportunity, consider an IRS career

    Next steps

    You may check the status of your application for this position at any time by logging onto the USAJOBS “My Account” tab and clicking on “Application Status.” For a more detailed update of your application status, you may click on “more information.”

    Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy And gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change in the workplace or the way things are customarily done that provides an equal employment opportunity to an individual with a disability. Under the Rehabilitation Act of 1973 the Equal Employment Opportunity Commission (EEOC) must provide reasonable accommodations:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

Legal and regulatory guidance

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/519529000. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.