This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:IT SPECIALIST (CUSTOMER SUPPORT)

Department:Department Of The Treasury

Agency:Internal Revenue Service

Job Announcement Number:13CE1-ITX0808-2210-13-JB

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.

SALARY RANGE:

$89,033.00 to $115,742.00 / Per Year

OPEN PERIOD:

Thursday, August 22, 2013 to Monday, August 26, 2013

SERIES & GRADE:

GS-2210-13

POSITION INFORMATION:

Full Time, Permanent, - Career/Career Conditional

PROMOTION POTENTIAL:

13

DUTY LOCATIONS:

1 vacancy in the following location:
Washington, DC, USView Map

WHO MAY APPLY:

U.S. CITIZENS, NO PRIOR FEDERAL EXPERIENCE IS REQUIRED

JOB SUMMARY:

WHY IS THE IRS A GREAT PLACE TO WORK? At the IRS, you will use your skills in accounting, business, finance, law enforcement, information technology, advocacy and more to help make America stronger. The IRS is one of the largest financial institutions in the world and the work we do helps fund America. We are counting on bright, talented and dedicated individuals like you to achieve our goals. You will be both challenged and supported so whether you are just starting out or looking for new opportunities, consider the IRS and start making a difference today.

The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world. Come Join the Department of the Treasury and Invest in Tomorrow.

 

WHAT IS THE INTERNAL REVENUE SERVICE (IRS)? The IRS is a bureau of the Department of the Treasury and one of the world's most efficient tax administrators. Yearly, the IRS collects more than $2 trillion in revenue and processes over 200 million tax returns. The IRS Mission is to provide the United States taxpayers top quality service by helping them understand and meet their tax responsibilities and by applying the tax law with integrity and fairness to all.

WHAT DOES AN INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT) DO? An Information Technology 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.

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.

Position is located in Washington, DC.

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

KEY REQUIREMENTS

  • Click "Print Preview" to review the entire announcement before applying.
  • Alternative Work Schedule, staggered work hrs or telework may be available.
  • Moving expenses will not be authorized.
  • The Tour of Duty is Core Hours for Time Zone.

DUTIES:

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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.


QUALIFICATIONS REQUIRED:

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You must meet one or more of the following basic requirements by the closing date of this announcement.

BASIC REQUIREMENT:

GS-13 LEVEL:  To qualify for the grade 13 level, you must have at least one year of specialized experience equivalent to the next lower grade level of the normal line of progression of this position in the Federal government. Specialized experience is experience that is related to the work of this position and has provided you with the competencies required for successful job performance. Your specialized experience should demonstrate knowledge of computer requirements and techniques in carrying out project assignments consisting of several related tasks, such as in the case of development of modifications to parts of a system on the basis of detailed specifications provided. Experience must have been in an IT field or work where the primary concern was the subject matter of the IT application. This experience must be sufficient to demonstrate the ability to work with clients and customers to assess and/or address their needs, communicate effectively both orally and in writing, identify and resolve problems, determine relevant information, demonstrate using sound judgment, and make decisions and/or recommendations relevant to this level of expertise.       

Your experience must be sufficient to demonstrate: Planning and carrying out difficult IT assignments, developing new methods, approaches and procedures; Providing advice and guidance to other organization employees on a wide range and variety of complex IT issues; Evaluating and recommending the adoption of new or enhanced approaches to delivering IT services; Testing and optimizing the functionality of systems, networks, and data; Identifying and defining business or technical requirements applied to the design, development, implementation, management and support of systems and networks; and/or Evaluating proposals for the acquisition of IT products and services, ensuring the optimal ensuring the optimal use of commercially available products; Developing data models, producing database design schema for integrating source data into data management systems, ensuring compliance with data management standards, and recommending new or modified standards to increase efficiency; Responding to customer service problems resulting from catastrophic events, such as virus infections or power outages; and Developing and updating customer support policies and procedures to ensure appropriate responses to future incidents of a similar nature.

Applicant must also have experience troubleshooting the Windows 7 operating system, Microsoft Office 2010 suite, Adobe Acrobat, and Symantec Altiris suite.  Must also have experience with data communications, wireless, VoIP and networking technology in a cisco environment.  In addition, must have experience utilizing remote tools to troubleshoot, diagnose and resolve customer incidents and must have experience troubleshooting hardware issues relating to various models of desktops, laptops, and printers.


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HOW YOU WILL BE EVALUATED:

  1. Your application will be rated based on education, training, and quality of your experience.

    You will respond to a series of questions designed to assess your possession of the following competencies:  Customer Service, Influencing/Negotiating, Oral Communications, Project Management.  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 for this position.  For tips preparing your resume click http://www.jobs.irs.gov/downloads/ResumeTips.pdf; for cover letter tips click http://www.jobs.irs.gov/downloads/CoverLetterTips.pdf.
  2. You will be tentatively assigned to a category group (A, B, C, etc.) based on your responses to the online questions.  Each category group represents a quality level (i.e., A = Superior, B = Highly Qualified, etc.).  Candidates will be considered in category group order.  Preference eligibles who meet the minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent must be listed in the highest quality category (except in the case of scientific or professional positions at the GS-9 level or higher).  All other preference eligibles will be assigned based on their responses to the questions and will referred for selection before non-preference eligibles within the same category.  Applicants are "tentatively" assigned to a category group pending qualifications validation and assessment results.
  3. Your final category assignment determines the order in which you are considered for the position, applicants are referred to the selecting manager in category order (A, B, C).  You may be required to participate in a selection interview.  The IRS 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 80 or Category B or better to be rated as well qualified to receive special selection priority.
  

To preview questions please click here.


BENEFITS:

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We offer a workplace that is respectful, fair and values diversity. Our comprehensive benefits are very generous - helping you to reach your personal goals by supporting your professional growth, health, well-being and your family needs. We also offer challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards.

For additional information view and learn more about our benefits package at: https://my.usajobs.gov/ResourceCenter/Index/Interactive/Benefits#icc



OTHER INFORMATION:

REASONABLE ACCOMMODATION
If you need a reasonable accommodation for any part of the application and hiring process, please contact Danielle.M.Hogan@irs.gov via email. Decisions on granting reasonable accommodation will be made on a case-by-case basis. If the State Rehabilitation Center or the State Commission for the Blind has certified you as eligible for reasonable accommodation, you may wish to contact your counselor to apply for employment through the IRS Disability Employment Program in addition to applying for this vacancy announcement.

CONDITIONS OF EMPLOYMENT:  
If selected for this position, you will be required to:
  • Complete a one-year probationary period (unless already completed).
  • 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.
  • Complete a Declaration for Federal Employment to determine your suitability for Federal employment.
  • Provide information to successfully complete a background investigation.  Applicants must have a successfully adjudicated FBI criminal history record check (fingerprint check) and a NACI or equivalent.
  • Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9 (http://www.uscis.gov/files/form/i-9.pdf); one must be a valid state or federal government-issued picture identification. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. Employees must maintain PIV credential eligibility during their service with the Department of the Treasury.
  • Undergo a pre-employment federal income tax verification. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. The Internal Revenue Service (IRS) participates in e-Verify (Employment Verification). IRS will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from your Form I-9 to confirm work authorization. If it cannot be confirmed that you are authorized to work, we will provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you, including terminating your employment.
  • The employment of any candidate, including a current employee or a new hire, selected for this position may be conditional upon classification and/or audit of federal tax returns. This audit may include up to 2 years of returns.


  • HOW TO APPLY:

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    The application process has 6 STEPS.    
    STEP 1:  Create a USAJOBS Account at: https://my.usajobs.gov.
    STEP 2:  Develop a Resume using the USAJOBS "Resume Builder" or "Upload" your Resume into USAJOBS.
    STEP 3:  Search for IRS Vacancy Announcements.  To find this announcement, go to http://jobs.irs.gov/USAJOBS , and enter 13CE1-ITX0808-2210-13-JB in the key word search field.  Select "Yes", if you are a current or former Federal civilian employee who holds or held a non-temporary appointment.  Click "Search for Jobs."  Click "Apply Online" on the announcement screen, follow all instructions provided, and click "Apply for this position now!"      
    STEP 4:  Complete all 5 steps in the CareerConnector Account Creation: 1) Personal Information; 2) Military Service & Veteran Preference; 3) Core Questions 4) Demographic Information and 5) Resume Information.  Click "Apply to this Vacancy".
    STEP 5:  Apply to the Vacancy.  Respond to the questions for each of the following sections:  Series, Grade, Location; Grade Specific; & All Grade Questions.   
    STEP 6:  Submit Documents and Review Application. Timely submit the supporting documents requested.  Click one of the available options in CareerConnector: Upload; USAJOBS; Fax; or Reuse existing documents. Follow ALL instructions provided.  Next, review the summary of the application you completed.  Scroll down & click "Finish" at the bottom of the page.  You will be automatically redirected to USAJOBS where you can track the status of your application.

    WHAT IF I FORGOT TO SUBMIT SOMETHING?
    1. Log into My USAJOBS at https://my.usajobs.gov with your user name and password.
    2. Click on "Application Status".
    3. Click "more information" under the "Application Status" column of the announcement.
    4. Click "Review and Update your documents if needed", on the "Application Detail" page.
    5. Select "Upload", "USAJOBS", "Fax", or "Reuse existing document" for each document to be submitted. Ensure you carefully follow ALL instructions provided.
    6. Click "Finish" to save this change


    REQUIRED DOCUMENTS:

    EDUCATION DOCUMENTATION
    For positions with an education requirement, or if you are qualifying for this position by substituting education for training or experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. A college or university degree must be from an accredited (or pre-accredited) institution and recognized by the U.S. Department of Education. Please refer to www.ope.ed.govaccreditation/search.aspx. Note: If the position has specific education requirements and you are not currently or have not previously been in the series to be filled, please submit a transcript demonstrating you have the basic education required. If you are qualifying based on foreign education you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to:  www.opm.gov/qualifications/SEC-II/s2-e4.asp#e4a

    CTAP/ICTAP DOCUMENTATION    
    If you are a displaced or surplus Federal employee eligible for consideration under the
    Career Transition Assistance Plan (CTAP) or Interagency Career Transition Assistance Plan (ICTAP), you must submit proof of eligibility.

    VETERANS' PREFERENCE DOCUMENTATION
    For additional information see link at bottom of announcement.

    Sole Survivorship Preference:  Veterans released or discharged under honorable conditions from a period of active duty from the armed forces, after August 29, 2008, by reason of a Sole Survivorship discharge (SSP), may be eligible for Veteran's Preference.  To receive credit, please update your application to indicate that you are entitled to "Veteran's Preference by reason of Sole Survivorship Discharge" and include documentation to support your claim.  See the section entitled "How to Apply, What if I forgot to submit something" for instructions on updating your application and adding the necessary documentation for consideration.   

    NOTE:  YOU MUST SUBMIT ALL DOCUMENTATION BY 11:59 P.M. ET ON THE CLOSING DATE OF THIS ANNOUNCEMENT TO BE ELIGIBLE FOR CONSIDERATION.

    AGENCY CONTACT INFO:

    J. Balcerak
    Phone: 631-447-4106
    Fax: 000-000-0000
    TDD: 999-999-9999
    Email: CTR.BSC.Personnel.1@irs.gov
    Agency Information:
    INTERNAL REVENUE SERVICE
    1040 Waverly Avenue
    Holtsville, NY
    11742
    US
    Fax: 000-000-0000

    WHAT TO EXPECT NEXT:

    You can expect a communication from us concerning your application via email. 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 communications that could affect your consideration for this position. If your contact information changes after the closing date of the announcement, please notify the Employment Office (contact provided in this announcement) and update your USAJOBS profile.

    You can check the status of your application for this position at any time by logging onto your "My USAJOBS" account and clicking on "My Application."


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    Job Announcement Number:

    13CE1-ITX0808-2210-13-JB

    Control Number:

    350095000