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Vacancy Details

Grade: 05

To be eligible for this position at this grade level, you must meet the requirements below.
Three (3) years of IT-related experience, 1 year of which was at 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 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 one or more of the fields identified and required 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. You may combine the college credits you completed with any qualifying experience you have to total the equivalent of a four-year college education.
Use the Experience Calculator and compute your experience, education, or to compute an equivalent amount of combined experience and education. Use these results to select your response to the following question.
1 Which of the following is true about your education and/or experience? Answer to this question is required
  • I have a Bachelor’s or equivalent degree at an accredited college or university in a field as described above.
  • I have experience as described above.
  • I have a combination of experience and education at an accredited college or university as described above.
  • None of the above.
2 (C) Indicate your highest level of active participation in group meetings. Answer to this question is required
  • Attended group meetings.
  • Answered questions asked of the group
  • Volunteered information to contribute to the discussion.
  • Conducted or led group meetings.
  • None of the above.
3 (C) Which of the following describes your approach to develop relationships with co-workers and management? Answer to this question is required
  • Developed work relationships as the project required
  • Volunteered for extra project groups to develop additional relationships with members in my field
  • Mentored others on my team
  • Utilized a senior member of the team as a mentor
  • None of the above.
4 (K) Which of the following IT-related certifications do you currently hold? Answer to this question is required
  • CompTIA A+
  • CompTIA Network+
  • Information Technology Infrastructure Library (ITIL)
  • Microsoft Certified Professional (MCP)
  • Microsoft Certified Desktop Support Technician (MCDST)
  • None of the above
5 (K) What have you done recently to keep abreast of new IT technologies and trends? Answer to this question is required
  • Continued education in my field to keep abreast of new IT technologies.
  • Attended an IT technical event (i.e. conference or seminar).
  • Presented at an IT technical event.
  • Shared new IT technologies with coworkers
  • None of the above.
6 (K) When you have encountered a problem in the past that you did not know the answer to, what is the step that you took? Answer to this question is required
  • Ask a co-worker.
  • Ask your manager.
  • Use internal/external resources- (e.g., IRM, procedures, HP Service Manager/KISAM, internet).
  • None of the above.
7 (A) Indicate the following areas in which you have experience working to resolve customers' requests. Answer to this question is required
  • Asked customers to confirm and/or elaborate upon their requests.
  • Utilized existing internal solutions to resolve customer requests (e.g., Find It, IT4U, Internal Revenue Manual, Knowledge Base Articles).
  • Resolved problem tickets in HP Service Manager/KISAM .
  • Utilized vendor contracts to resolve customer requests.
  • Utilized other resources (e.g., Internet,) to resolve customer requests
  • None of the above.
8 (A) Select the response on how you would resolve conflicts with customers? Answer to this question is required
  • Work with the customer to identify the conflict and identify the appropriate solution.
  • Work with my co-workers to achieve customer conflict resolution.
  • Refer the issue to my lead/manager.
  • None of the above.
9 (A) What is your experience preparing written documents? Answer to this question is required
  • Prepared written documents using existing templates or guides.
  • Updated/made revisions to existing documents.
  • Created an instructional document for my workgroup
  • Developed a technical document.
  • None of the above
10 (A) I have used my verbal communication skills to... Answer to this question is required
  • Communicate workgroup issues
  • Provide status updates to lead/management
  • Explain relevant information to customers
  • Present information to a class/taught a Class
  • Provide guidance to lower-graded employees.
  • None of the above.
11 (Q) Which of the following reflect your experience in problem resolution? Answer to this question is required
  • Documented the reported problem.
  • Gathered additional information.
  • Conducted knowledge base research (e.g., Internal Revenue Manual, Standard Operating Procedures, Knowledge Articles).
  • Developed working solutions (e.g., Knowledge Base Articles)
  • None of the above
12 (Q) What security access experience do you have in resolving customer issues? Answer to this question is required
  • Resetting account passwords
  • Unlocking employee profiles
  • Utilizing ESSO Employee Single Sign On (e.g., unlocking, token recertification)
  • Managing Outlook Encryption (Certificate renewal)
  • None of the above
13 (E) Which of the following best describes your experience managing your workload? Answer to this question is required
  • My manager sets my schedule and priorities.
  • Determine the order of my schedule based on the oldest task to the most recent.
  • Receive tasks from multiple sources some of which are conflicting in schedule and prioritize them myself.
  • None of the above
14 (E) Which of the following skills/tools are you proficient using? Answer to this question is required
  • Documentation software (e.g., Microsoft Word)
  • Presentation software (e.g., PowerPoint)
  • Electronic spreadsheet (e.g., Microsoft Excel)
  • Incident tracking (e.g., HP service manager /KISAM)
  • Remote Access Tools
  • None of the above
15 (E) What experience do you have with the following project/program management activities? Answer to this question is required
  • Led conference calls.
  • Multi-task using several programs to help the customer (e.g., KISAM window, Remote Access and OCS).
  • Manage workgroup projects(e.g., project documentation, workgroup results)
  • Scheduled activities (e.g., workgroup meetings, calendars, shared resources).
  • None of the above.

Grade: 07

To be eligible for this position at this grade level, you must meet the requirements below.
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.
Use the Experience Calculator and compute your experience, education, or to compute an equivalent amount of combined experience and education. Use these results to select your response to the following question.
1 Which of the following is true about your education and/or experience? Answer to this question is required
  • I have at least one full year of specialized experience as described above.
  • I have at least one full year of graduate level education at an accredited college or university with a major in a qualifying field of study as described above.
  • I meet the Superior Academic Achievement (SAA) requirements as described above.
  • I have a combination of experience and graduate level education equivalent to that described above.
  • None of the above.
TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS.
2 Please select the response that best describes your time in grade. Answer to this question is required
  • I have served one year at the next lower grade of the position for which I am applying.
  • I currently occupy a position at or above the grade of the position for which I am applying.
  • I have previously occupied a position at or above the grade of the position for which I am applying.
  • I have less than one year in grade at the next lower level of the position for which I am applying.
3 (C) Indicate your highest level of active participation in group meetings. Answer to this question is required
  • Attended group meetings.
  • Answered questions asked of the group
  • Volunteered information to contribute to the discussion.
  • Conducted or led group meetings.
  • None of the above.
4 (C) Which of the following describes your approach to develop relationships with co-workers and management? Answer to this question is required
  • Developed work relationships as the project required.(
  • Volunteered for extra project groups to develop additional relationships with members in my field.
  • Mentored others on my team.
  • Utilized a senior member of the team as a mentor.
  • None of the above.
5 (K) Which of the following IT-related certifications do you currently hold? Answer to this question is required
  • CompTIA A+
  • CompTIA Network+
  • Information Technology Infrastructure Library (ITIL)
  • Microsoft Certified Professional (MCP)
  • Microsoft Certified Desktop Support Technician (MCDST)
  • None of the above
6 (K) When you have encountered a problem in the past what is your highest level of experience resolving the problem? Answer to this question is required
  • Use internal/external resources- (e.g., IRM, procedures, HP Service Manager/KISAM, internet).
  • Escalate the response to another service provider
  • Identify root cause and resolve the problem
  • None of the above.
7 (K) What have you done recently to keep abreast of new IT technologies and trends? Answer to this question is required
  • Continued education in my field to keep abreast of new IT technologies.
  • Attended an IT technical event (i.e. conference or seminar).
  • Presented at an IT technical event.
  • Shared new IT technologies with coworkers
  • None of the above.
8 (A) Indicate the following areas in which you have experience working to resolve customers' requests. Answer to this question is required
  • Asked customers to confirm and/or elaborate upon their requests.
  • Utilized existing internal solutions to resolve customer requests (e.g., Find It, IT4U, Internal Revenue Manual, Knowledge Base Articles).
  • Resolved problem tickets in HP Service Manager/KISAM .
  • Utilized vendor contracts to resolve customer requests.
  • Utilized other resources (e.g., Internet,) to resolve customer requests
  • None of the above.
9 (A) Select the response on how you would resolve conflicts with customers? Answer to this question is required
  • Work with the customer to identify the conflict and identify the appropriate solution.
  • Work with my co-workers to achieve customer conflict resolution.
  • Refer the issue to my lead/manager.
  • None of the above.
10 (A) What is your experience preparing written documents? Answer to this question is required
  • Prepared written documents using existing templates or guides.
  • Updated/made revisions to existing documents.
  • Created an instructional document for my workgroup
  • Developed a technical document.
  • None of the above
11 (A) I have used my verbal communication skills to... Answer to this question is required
  • Communicate workgroup issues
  • Provide status updates to lead/management
  • Explain relevant information to customers
  • Present information to a class/taught a Class
  • Provide guidance to lower-graded employees.
  • None of the above.
12 (Q) Which of the following reflect your experience in problem resolution? Answer to this question is required
  • Documented the reported problem.
  • Gathered additional information.
  • Conducted knowledge base research (e.g., Internal Revenue Manual, Standard Operating Procedures, Knowledge Articles).
  • Developed working solutions (e.g., Knowledge Base Articles)
  • None of the above
13 (Q) What security access experience do you have in resolving customer issues? Answer to this question is required
  • Resetting account passwords
  • Unlocking employee profiles
  • Utilizing ESSO Employee Single Sign On (e.g., unlocking, token recertification)
  • Managing Outlook Encryption (Certificate renewal)
  • None of the above
14 (E) What experience do you have with the following project/program management activities? Answer to this question is required
  • Led conference calls.
  • Multi-task using several programs to help the customer (e.g., KISAM window, Remote Access and OCS).
  • Manage workgroup projects(e.g., project documentation, workgroup results)
  • Scheduled activities (e.g., workgroup meetings, calendars, shared resources).
  • None of the above.
15 (E) Which of the following skills/tools are you proficient using? Answer to this question is required
  • Documentation software (e.g., Microsoft Word)
  • Presentation software (e.g., PowerPoint)
  • Electronic spreadsheet (e.g., Microsoft Excel)
  • Incident tracking (e.g., HP service manager /KISAM)
  • Remote Access Tools
  • None of the above
16 (E) Which of the following best describes your experience managing your workload? Answer to this question is required
  • Determine the order of my schedule based on the oldest task to the most recent..
  • Receive tasks from multiple sources some of which are conflicting in schedule and prioritize them myself.
  • Led a project/program with multiple stakeholders and deadlines
  • None of the above

Grade: 09

To be eligible for this position at this grade level, you must meet the requirements below.
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; and 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, 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.
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.
Use the Experience Calculator and compute your experience, education, or to compute an equivalent amount of combined experience and education. Use these results to select your response to the following question.
1 Which of the following is true about your education and/or experience? Answer to this question is required
  • I have at least one full year of specialized experience as defined above.
  • I have a Master’s or equivalent graduate degree in a qualifying field of study as defined above.
  • I have two full years of progressively higher level graduate education leading to a master’s or equivalent graduate degree in a qualifying field of study as described above.
  • I have a combination of experience and graduate level education equivalent to that described above.
  • I have none of the above
TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS.
2 Please select the response that best describes your time in grade. Answer to this question is required
  • I have served one year at the next lower grade of the position for which I am applying.
  • I currently occupy a position at or above the grade of the position for which I am applying.
  • I have previously occupied a position at or above the grade of the position for which I am applying.
  • I have less than one year in grade at the next lower level of the position for which I am applying.
3 (C) What is your highest level contributing to the workplace environment? Answer to this question is required
  • Worked with others to encourage them to follow current procedures
  • Made suggestions to improve current procedures
  • Designed and implemented a new procedure that produced results
  • None of the above
4 (C) Which of the following describes your approach to develop relationships with co-workers and management? Answer to this question is required
  • Developed work relationships as the project required.(
  • Volunteered for extra project groups to develop additional relationships with members in my field.
  • Mentored others on my team.
  • Utilized a senior member of the team as a mentor.
  • None of the above.
5 (K) Which of the following IT-related certifications do you currently hold? Answer to this question is required
  • CompTIA A+
  • CompTIA Network+
  • Information Technology Infrastructure Library (ITIL)
  • Microsoft Certified Professional (MCP)
  • Microsoft Certified Desktop Support Technician (MCDST)
  • None of the above
6 (K) What is your highest level of experience resolving an IT related problem? Answer to this question is required
  • Researched resources for similar problems.
  • Explained to the customer that there is no known solution and asked for patience until a solution is found.
  • Looked for a known work around.
  • Installed an approved work-around.
  • Developed an approved solution.
  • None of the above
7 (A) Indicate the following areas in which you have experience working to resolve customers' requests. Answer to this question is required
  • Asked customers to confirm and/or elaborate upon their requests.
  • Utilized existing internal solutions to resolve customer requests (e.g., Find It, IT4U, Internal Revenue Manual, Knowledge Base Articles).
  • Resolved problem tickets in HP Service Manager/KISAM .
  • Utilized vendor contracts to resolve customer requests.
  • Utilized other resources (e.g., Internet,) to resolve customer requests
  • None of the above.
8 (K) What have you done recently to keep abreast of new IT technologies and trends? Answer to this question is required
  • Continued education in my field to keep abreast of new IT technologies.
  • Attended an IT technical event (i.e. conference or seminar).
  • Presented at an IT technical event.
  • Shared new IT technologies with coworkers
  • None of the above.
9 (A) Select the response on how you would resolve conflicts with customers? Answer to this question is required
  • Work with the customer to identify the conflict and identify the appropriate solution.
  • Work with my co-workers to achieve customer conflict resolution.
  • Refer the issue to my lead/manager.
  • None of the above.
10 (A) What is your experience preparing written documents? Answer to this question is required
  • Prepared written documents using existing templates or guides.
  • Updated/made revisions to existing documents.
  • Created an instructional document for my workgroup
  • Developed a technical document.
  • None of the above
11 (A) I have used my verbal communication skills to... Answer to this question is required
  • Communicate workgroup issues
  • Provide status updates to lead/management
  • Explain relevant information to customers
  • Present information to a class/taught a Class
  • Provide guidance to lower-graded employees.
  • None of the above.
12 (Q) Which of the following reflect your experience in problem resolution? Answer to this question is required
  • Documented the reported problem.
  • Gathered additional information.
  • Conducted knowledge base research (e.g., Internal Revenue Manual, Standard Operating Procedures, Knowledge Articles).
  • Developed working solutions (e.g., Knowledge Base Articles)
  • None of the above
13 (Q) What security access experience do you have in resolving customer issues? Answer to this question is required
  • Resetting account passwords
  • Unlocking employee profiles
  • Utilizing ESSO Employee Single Sign On (e.g., unlocking, token recertification)
  • Managing Outlook Encryption (Certificate renewal)
  • None of the above
14 (E) What is the highest level role you have played on a work project? Answer to this question is required
  • Participated on a team project
  • Served as a Subject matter expert
  • Led a project within my workgroup
  • Led at the regional project level
  • None of the above
15 (E) Which of the following best describes your experience managing your workload? Answer to this question is required
  • Determine the order of my schedule based on the oldest task to the most recent..
  • Receive tasks from multiple sources some of which are conflicting in schedule and prioritize them myself.
  • Led a project/program with multiple stakeholders and deadlines
  • None of the above
16 (E) Which of the following skills/tools do you have experience using? Answer to this question is required
  • Documentation software (e.g., Microsoft Word)
  • Presentation software (e.g., PowerPoint)
  • Design a website (e.g., SharePoint)
  • Reporting/table creation (e.g., Microsoft Excel)
  • Incident Management (e.g. HP service manager /KISAM)
  • Remote Access Tools
  • None of the above

Grade: 11

To be eligible for this position at this grade level, you must meet the requirements below.
You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 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 demonstrated an accomplishment of computer project assignments that required a range of knowledge of computer requirements and techniques.
For example, assignments would show experience in developing modifications to parts of a system that required significant revisions in the logic or techniques used in the original development.
Must have been 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:
Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; adaptation of guidelines or precedents to the needs of the assignment.
OR
A Ph.D. or equivalent doctoral degree or Three full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree
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.
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.
Use the Experience Calculator and compute your experience, education, or to compute an equivalent amount of combined experience and education. Use these results to select your response to the following question.
1 Which of the following is true about your education and/or experience? Answer to this question is required
  • I have a Ph.D. or equivalent doctoral degree in a qualifying field of study as described above.
  • I have three full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in a qualifying field of study as described above.
  • I have at least one year of full-time specialized experience as defined above.
  • I have a combination of experience and graduate level education equivalent to that described above.
  • None of the above.
TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS.
2 Please select the response that best describes your time in grade. Answer to this question is required
  • I have served one year at the next lower grade of the position for which I am applying.
  • I currently occupy a position at or above the grade of the position for which I am applying.
  • I have previously occupied a position at or above the grade of the position for which I am applying.
  • I have less than one year in grade at the next lower level of the position for which I am applying.
3 (C) What is your highest level contributing to the workplace environment? Answer to this question is required
  • Led others to follow current procedures
  • Led others and made suggestions to improve current procedures
  • Designed and implemented a new procedure that produced results
  • None of the above
4 (C) Which of the following describes your approach to develop relationships within your work environment? Answer to this question is required
  • Participated in an Information Technology (IT) walk in clinic
  • Served as an instructor
  • Conducted or led a team meeting
  • Developed IT Job aids
  • None of the above.
5 (K) What level of experience do you have working with IT vendors or contractors? Answer to this question is required
  • Worked with IT vendors/contractors with supervision.
  • Independently worked with IT vendors/contractors.
  • Worked with IT vendors/contractors on a weekly basis.
  • Served as point of contact within my department for IT vendors/contractors.
  • Served as point of contact within my department for IT vendors/contractors on a daily basis.
  • None of the above
6 (K) Which of the following IT-related certifications do you currently hold? Answer to this question is required
  • CompTIA A+
  • CompTIA Network+
  • Information Technology Infrastructure Library (ITIL)
  • Security+
  • Microsoft Certified Professional (MCP)
  • Microsoft Certified Desktop Support Technician (MCDST)
  • None of the above
7 (K) Indicate the highest level of experience you performed with installation and maintenance (I&M). Answer to this question is required
  • Installed software/hardware in person
  • Installed software/hardware using remote tools
  • Installed software/hardware on multiple work stations at the same time
  • Deployed a Business Operating Division-wide installation project
  • None of the above
8 (K) What have you done to keep abreast of new IT technologies and trends? Answer to this question is required
  • Continued education in my field to keep abreast of new IT technologies.
  • Attended an IT technical event (i.e. conference or seminar).
  • Presented at an IT technical event.
  • Introduced new IT technologies to upper management
  • None of the above.
9 (A) I have used my verbal communication skills to... Answer to this question is required
  • Communicate workgroup issues
  • Provide status updates to management
  • Train customers on updated procedures
  • Present information to a class/taught a Class
  • Provide guidance to lower-graded employees.
  • None of the above.
10 (A) Which of the following describes your writing experience? Answer to this question is required
  • Documentation of work actions
  • Presentations
  • Instructional/technical documents (e.g., Internal Revenue Manual (IRM), desktop instructions)
  • Training materials for class (e.g., Continuing Professional Education (CPE)
  • Knowledge Articles (e.g., HP Service Manager/KISAM)
  • None of the above.
11 (A) What is your highest level of experience resolving conflicts with customers? Answer to this question is required
  • Work with the customer to identify the conflict and provide the appropriate solution.
  • Resolve the conflict with the assistance from my co-workers.
  • Assist others in resolving conflicts with customers.
  • None of the above.
12 (Q) Which of the following reflect your experience in IT problem resolution? Answer to this question is required
  • Conducted knowledge base research (e.g., Internal Revenue Manual, Standard Operating Procedures, HP Service Manager/KISAM)
  • Participated in risk management plan
  • Participated in root cause analysis
  • Resolve customer problems using external research
  • None of the above
13 (Q) What is your security access experience in resolving customer issues? Answer to this question is required
  • Network Account Administration
  • Creating employee profiles
  • Installing and configuring ESSO Employee Single Sign On (e.g., unlocking, token recertification)
  • Configuring Outlook Encryption (Certificate renewal)
  • None of the above
14 (E) What is the highest role you played on an IT work project? Answer to this question is required
  • Participated on a team project
  • Served as a Subject Matter Expert
  • Led a project within my workgroup
  • Led at the regional project level
  • None of the above
15 (E) Which of the following describes your experience managing your workload? Answer to this question is required
  • Provided assistance to others in prioritizing their workload.
  • Coordinated weekly work schedules for an assigned project
  • Received tasks from multiple sources some of which are conflicting and place them within the proper schedule and prioritization order.
  • Led a project/program with multiple stakeholders and deadlines
  • Developed a process for workload prioritization within the workgroup
  • None of the above

Grade: All Grades

Thank you for your interest in applying for this position.
Your responses to the following questions supplement the information provided in your resume.
1 Please provide your current pay plan, series, and grade. For example: GS-303-03, IR-512-01, etc. Maximum length of 250 characters. Answer to this question is required
2 What is your current position title? Maximum length of 250 characters. Answer to this question is required
3 What is your SEID Number? Maximum length of 250 characters.
If you are eligible for consideration under the Career Transition Assistance Plan (CTAP) or Reassignment Preference Program (RPP), you must submit proof of eligibility by 11:59 PM ET on the closing date of this announcement. If you have any questions concerning your eligibility please refer back to the CTAP/RPP Documentation link in the vacancy announcement.
4 Are you eligible for consideration under the Career Transition Assistance Plan (CTAP) or Reassignment Preference Program (RPP)? Answer to this question is required
  • Yes
    4.1 Please select the priority program for which you are eligible for consideration.
    • Career Transition Assistance Plan (CTAP)
    • Reassignment Preference Program (RPP)
  • No
The type of awards and number of award points will be credited in accordance with Article 13 Section 5. The award information you provide may be verified.
You may obtain a list of your most recent awards at https://persinfo.web.irs.gov/indexawd.htm.
5 How many monetary (or time off in lieu of monetary) awards, such as performance awards, special act awards, and quality step increases have you received in the three years preceding the closing date of this announcement? Answer to this question is required
  • 1
    5.1 Please list the name of the award and the date(MMDDYYYY) of the award. (For example: Performance Award, 02/02/2012). Maximum length of 250 characters.
  • 2
    5.1 Please list the name of the award and the date(MMDDYYYY) of the award. (For example: Performance Award, 02/02/2012). Maximum length of 250 characters.
  • 3 or more
    5.1 Please list the name of the award and the date(MMDDYYYY) of the award. (For example: Performance Award, 02/02/2012). Maximum length of 250 characters.
  • None
In addition to the online application and resume, you must submit a current annual Performance Appraisal (Form 6850). If a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.
6 Did you receive a fully successful, equivalent, or higher rating on your most recent performance appraisal? Answer to this question is required
  • Yes
  • No
  • I do not have a recent performance appraisal. You have indicated that you do not have a current performance appraisal Form 6850. You should be advised that your annual performance appraisal and relevant awards make up sixty percent of your overall rating in this process. Under Article 12, Section 4, there are a number of options available to you. You should contact your immediate manager to determine which option is most appropriate to your current situation and position.
7 Please indicate the option that best describes your most recent performance appraisal. Answer to this question is required
  • Annual Rating/Annual Performance Appraisal
  • Revalidated Annual Rating/Annual Performance Appraisal
  • Departure Rating/Annual Performance Appraisal
  • Merit Promotion Appraisal
  • Not Ratable You have identified that your current performance appraisal indicates that you are Not Ratable. You should be advised that your annual performance appraisal and relevant awards make up sixty percent of your overall rating in this process. Under Article 12, Section 4, there are a number of options available to you. You should contact your immediate manager to determine which option is most appropriate to your current situation and position.
8 Please enter the date of your most recent performance appraisal in the format MM/DD/YYYY. Answer to this question is required
9 Please select the rating that you achieved on your most recent performance appraisal. Answer to this question is required
  • Outstanding
  • Exceeds Fully Successful
  • Fully Successful
  • Minimally Successful
  • Unacceptable
  • Not Ratable
10 To qualify for this position and receive full credit for your relevant experience you must list the month/year and number of hours worked for experience listed on your resume. Your resume must support your responses to the questions. Do you understand that failure to provide sufficient evidence in your resume may result in a "not qualified determination? Answer to this question is required
  • Yes
  • No