Clarification from the agency

Open to U.S. Citizens or Nationals

WHAT IS THE INFORMATION TECHNOLOGY (IT 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.

WHAT DOES AN IT 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 Suppor 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.

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

Conditions of employment

• Refer to Other Information
• Click "Print Preview" to review the entire announcement before applying.
• Must be a U.S. Citizen or National

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Qualifications

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

In addition to the above, you must meet the requirements described below:

GS-13 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 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 that demonstrates accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled. This knowledge is generally demonstrated through assignments that required the ability to analyze a number of alternative approaches in the process of advising management concerning major aspects of IT system design. This would include defining what system interrelationships must be considered, or what operating mode, system software, and/or equipment configuration is most appropriate for a given project.  

In addition to the above: At this grade level, your experience must be sufficient to demonstrate the ability to: 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 use of commercially available products; 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.

- The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-timework; part-time work 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.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

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.