Skip to main content

"18CE1-ITX0060-2210-TR13-J" Vacancy Details

About

Announcement Number:
18CE1-ITX0060-2210-TR13-J
Hiring Agency:
INTERNAL REVENUE SERVICE
Position Title:
INFORMATION TECHNOLOGY SPECIALIST *AMENDED* (Customer Support)
Open Period:
03/07/2018 - 03/07/2019

Format MM/DD/YYYY

Series/Grade:
GS - 2210 13
Salary:
USD $87,252 - USD $129,906
Work Schedule:
Full-time - FULL TIME
Promotion Potential:
GS-13
Duty Location(s):
25 Vacancy in

Fresno, CA, US
Washington, DC, US
Atlanta, GA, US

Chamblee, GA, US
Covington, KY, US
New Carrollton, MD, US

Detroit, MI, US
Kansas City, MO, US
Holtsville, NY, US

Charlotte, NC, US
Philadelphia, PA, US
Memphis, TN, US

Austin, TX, US
Farmers Branch, TX, US
Ogden, UT, US

Kearneysville, WV, US
Telework Eligible:
No
For More Info:
Norman M. Graham
267-466-1741
norman.m.graham@irs.gov

Overview

Who May Apply/Clarification From the Agency:
US Citizens and Nationals; no prior Federal experience is required

*AMENDED TO CHANGE TO SPECIFIC LOCATIONS*
Security Clearance Required:
Public Trust - Background Investigation
Appointment Type
Permanent
Appointment Type Details:
PERMANENT
Marketing Statement:
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.


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 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.

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.  

Positions are located in Information Technology (IT).  Vacancies to be filled in any of the following locations:  Lanham-Seabrook, MD, Kearneysville, WV, Memphis, TN, Detroit, MI, Austin, TX, Ogden, UT, Farmers Branch, TX, Chamblee, GA, Washington, DC, Fresno, CA, Philadelphia, PA, Holtsville, NY, Kansas City, MO, Atlanta, GA, Covington, KY, Charlotte, NC

 
Supervisory Position:
No
Relocation Expenses Reimbursed:
No
Travel Required:
Occasional Travel

1 to 5 nights per month may be required

Duties

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.
 
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

Qualifications and Evaluations

Requirements:
.
Key Requirements:
  • Please refer to "Conditions of Employment."
  • Click "Print Preview" to review the entire announcement before applying.
  • Education Requirements:
    Evaluations:
    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.

    This is 12 month open continuous announcement that will be used to fill IT wide positions 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 locations 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 03/20/2018 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 intitial cut-off date will be considered first.  If additional vacancies exist, applicants who applied after the initial cut-off who place in the highest category will be considered next.

    You must complete the application process and submit required documentation by 11:59 Eastern Time (ET) on 3/20/2018 to be considered for the intitial cut-off
    Qualifications:
    You must meet the following requirements by the closing date of this announcement:

    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 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 time work; part time work is considered on a prorated basis.

    Benefits and Other Info

    Benefits:
    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
    Other Information:
    - 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.
    - We offer opportunities for flexible work schedules.
    - A 1-year probationary period is required (unless already completed).
    - 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 and review of prior performance/conduct.
    - Tour of Duty: Monday - Friday 8:00 a.m. - 4:30 p.m.



    How to Apply

    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 usif you require this for any part of the application and hiring process.

    If you are an applicant with a disability, you may contact the IRS Disability Employment Program Coordinator, at Deborah.L.Smith2@irs.gov 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 “Finish” 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, 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 careerconnectorhelp@treasury.gov and/or the USAJOBS Help Desk.
    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.) http://www.jobs.irs.gov/downloads/CoverLetterTips.pdf
    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 http://www.jobs.irs.gov/downloads/ResumeTips.pdf

    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.
    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.