Information Technology Specialist (Customer Support)


  • Duties
    Help Duties Summary

    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 IRS INFORMATION TECHNOLOGY DIVISION? The mission of the 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 IRS INFORMATION TECHNOLOGY SPECIALIST 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.

    Selections will be made throughout the IT Organization, and will be filled in any of the following Post of Duty's: Lanham-Seabrook, MD; Kearneysville, WV; Memphis, TN; Detroit, MI; Austin, TX (2 locations); Ogden, UT; Farmers Branch, TX; Chamblee, GA (2 locations); Washington, DC; Fresno, CA; Philadelphia, PA; Brookhaven, NY; Kansas City, MO; Atlanta, GA; Covington, KY; OR Charlotte, NC.
    Learn more about this agency
    Responsibilities

    As an Information Technology Specialist (Customer Support):
    • You will be a member of a high performing team that provides direct assistance to end users on IT systems that support the IRS mission.
    • You will be provided a unique opportunity to provide support on many Microsoft products, commercial software and proprietary IRS programs.
    • You will diagnose and repair all hardware/software issues or problems on desktops, laptops, printers and peripheral equipment.
    • You will utilize a ticketing system to log, track and document incidents to ensure customer problems are resolved to customer satisfaction.
    For positions located in Enterprise Service Desk.
    • You will spend majority of time performing phone support using remote tools.
    For positions in Desktop Support:
    • You will perform phone support in addition to providing hands on support to user.
    • You may be required to lift computer equipment that weighs at least 30 pounds.
    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 May Be Required 1-5 days/nights per month.

    Supervisory status
    No

    Promotion Potential
    09

    Who May Apply This job is open to… US Citizens and Nationals; no prior Federal experience is required. Please refer to that announcement for details on open period, eligibility, and how to apply.
    Questions? This job is open to 1 group.

  • Job family (Series)
    2210 Information Technology Management

    Similar jobs
    • Analysts, Computer Systems
    • Analysts, Data Processing Systems
    • Analysts, Information Systems
    • Computer Support Specialists
    • Computer Systems Analysts
    • Data Processing Systems Analysts


  • Requirements
    Help Requirements Conditions of Employment
    • Please refer to "Conditions of Employment."
    • Click "Print Preview" to review the entire announcement before applying.

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

    GS-5 LEVEL: Three years of IT-related experience one year of which was equivalent to at least a level of difficulty and responsibility equivalent to the GS-4 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 one or more of the fields identified and required computer programs and systems. OR

    Bachelor's or equivalent degree at an accredited college or university In computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management OR

    A degree that provided a minimum of 24 semester hours in the development or adaptation of applications, systems or networks. OR

    A combination of experience and education at an accredited college or university equivalent to 4 years as described in paragraphs above. You may combine the college credits you completed with any qualifying experience you have to total the equivalent of a four-year college education.

    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.

    For Grades 5 THRU 9: 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 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.

    Education
    See Qualifications.

    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.
    • We offer opportunities for telework.
    • TOD Monday - Friday 8:00am - 4:30pm
    • We offer opportunities for flexible work schedules.
    • 1-year probationary period is required.
    • 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.
    • 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.
    • Undergo an income tax verification.


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    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, Influencing/Negotiating, Oral Communications, Project Management. 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 rating of category B or better to be rated as "well qualified" to receive special selection priority.

    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 25 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, the announcement will have a cut-off date of 03/23/2018 for initial applicant consideration. 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 applied after the initial cut-date who place in the highest category will be considered next.

    To preview questions please click here .

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    Background checks and security clearance

    Security clearance
    Public Trust - Background Investigation

  • Required Documents
    Help 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.

    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.

  • Benefits
    Help 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. Learn more about federal benefits .

    Review our 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.

  • How to Apply
    Help 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://www.jobs.irs.gov/midcareer/reasonable-accommodation.html . We will provide reasonable accommodation to applicants with disabilities on a case-by-case basis; please contact us if you require this for any part of the application and hiring process.
    If you are an applicant with a disability, you may contact Deborah Smith at [email protected] if you require this for any part of the application and hiring process. IRS Disability Employment Program Coordinator about special appointment authorities for persons with disabilities, in addition to applying for this job announcement.
    • 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.
    If you are experiencing system issues with your application, please contact the CareerConnector Help Desk at [email protected] and/or the USAJOBS Help Desk .

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    Agency contact information MENDEZ, SUNSHINE

    Phone
    631-977-3779
    Email
    [email protected]

    Address

    INTERNAL REVENUE SERVICE
    1040 Waverly Ave.
    Holtsville, New York
    United States

    Learn more about this agency
    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.

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  • Fair & Transparent
    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.
    • Equal Employment Opportunity (EEO) for federal employees & job applicants

    Read more 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 to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

    Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:
    • 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.


    You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

    Learn more about disability employment and reasonable accommodations or how to contact an agency.

    Read more Legal and regulatory guidance
    • Financial suitability
    • Social security number request
    • Privacy Act
    • Signature and false statements
    • Selective Service
    • New employee probationary period



This job originated on www.usajobs.gov . For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/493854900 . Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Company
Internal Revenue Service
Posted
06/22/2018
Type
Full time
Location
Fresno, CA, US