IT SPECIALIST *12 MONTH ROSTER* (CUSTOMER SUPPORT)
Department of the Treasury
Fresno, California
4d ago

Summary

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.

Please see "Other Information" for Locations.

Responsibilities

WHAT DOES AN INFORMATION TECHNOLOGY 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.

This position is covered by a formal development plan and pay retention maybe authorized for employees entering at a lower grade with promotion potential back to their current grade or a higher grade

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.

    If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.

    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 IRSITJobs

    Travel Required

    Occasional travel - 1 TO 5 NIGHTS OF TRAVEL MAY BE REQUIRED.

    Conditions of Employment

    Must be a U.S. Citizen or National IRS Employees with Career or Career Conditional Appointments Refer to Other Information Click "Print Preview" to review the entire announcement before applying.

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

    GS-05 LEVEL : You must have 3 years of IT related general experience, 1 of which was at a level of difficulty and responsibility equivalent to the GS-

    04 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

    You may substitute education for general experience as follows : a Bachelor's or higher degree at an accredited college or university in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

    OR You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

    Qualifications

    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. The grade you are applying to for 52 weeks (time-in-grade requirement).

    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.

    GS-11 LEVEL : 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, information science, information systems management, mathematics, statistics, operations research, engineering or technology management or in one or more of the fields identified above and required the development or adaptation of computer 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.

    In addition to the above requirements, you must meet the following, if applicable :

  • The experience may have been gained in the public sector, private sector or . One year of experience refers to full-timework;
  • part-timework 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.
  • In addition to the above requirements, you must meet the following, if applicable :

    You must have been at the next lower grade for 52 weeks (time-in-grade requirement).

    Additional information

    POSITION DESCRIPTIONS PD-GS-5 : 97454, GS-7 : 97455, GS-9 : 97456, GS-11 : 96928 A PM / C SharePoint site is available for IRS Employees at :

    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.

    Alternative work schedule, staggered work hours or telework may be available.Tour of Duty : Monday through Friday, 3 : 30pm-

    12 : 00am Must meet IRS telework eligibility requirements

    Positions are located in The Information Technology Division, User Network Services. 10 (TEN) vacancies to be filled at 5045 E.

    Butler, Fresno, CA (CA4664)

    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 on the CJEs of the position to be filled per the National Agreement Article 13.

    Your application will also be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position.

    IRS employees may obtain most recent awards listing at

    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.

    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 Treasury employee eligible for the , you must receive a score of 80 or better to be rated as well qualified to receive special selection priority.

    To preview questions please .

    Background checks and security clearance

    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.

    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

    Career Transition Assistance Plan (CTAP) DOCUMENTATION

    If you are a displaced or surplus Treasury employee, click for eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs within and outside the commuting area.

    IRS Reassignment Preference Program (RPP)

    You must meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal.

    Your performance appraisal must have a fully successful or higher overall rating.

    PERFORMANCE APPRAISAL / AWARDS

    Submit a copy of your most recent completed performance appraisal.

    IRS employees : 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.

    EDUCATION DOCUMENTATION

    If you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent.

    If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time .

    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

    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

    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 .

    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

    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. .

    As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-

    866-743-5748 option #1 for ERC.

    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

    This is an open continuous roster announcement which allows applicants to apply up to the last cutoff date listed in the announcement.

    The roster open period is 03 / 28 / 2019 through 01 / 28 / 2020. The roster will be used to fill an anticipated 10 vacancies throughout the next 12 months.

    Selections may be made through 04 / 27 / 2020. Contingent upon funding and space requirements, one or more vacancies may be filled at the locations listed in this announcement as they become available.

    Applicants need to apply and / or update their applications by 11 : 59 pm ET at the close of each of the following cutoff dates to be considered : 04 / 10 / 2019, 08 / 01 / 2019, 10 / 30 / 2019.

    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 We will provide reasonable accommodation to applicants with disabilities on a case-

    by-case basis. Please contact if you require this for any part of the application and hiring process.

    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, 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 and / or the .

    Agency contact information

    IRS Jobs Online Help Desk IRS Jobs Online Help Desk

    1040 WAVERLY AVE

    HOLTSVILLE, New York 11742

    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.

    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.

    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.

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