Internal Revenue Service INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT) in Fresno, California

Job Overview

Job Overview
Summary

About the Agency

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. *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 IT/UNS/CSS. Four(4) vacancies to be filled in 5045 E. Butler Fresno, CA4664, One(1) to be filled in 200 West Fourth St. Covington, KY0085

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. 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 www.jobs.irs.gov

IRSITJobs

Supervisory Status

No

Promotion Potential

09

Travel Required
  • Occasional Travel
  • Travel 1-5 nights per month may be required
Relocation Authorized
  • No
Who May Apply
This job is open to…

IRS Employees on Career or Career Conditional Appointments in the Competitive Service

Questions? This job is open to 1 group.

Job Requirements

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

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.

  • The experience may have been gained in the public sector, private sector or VolunteerService. 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 level of the grade you are applying to for 52 weeks (time-in-grade requirement).

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.


Security Clearance

Public Trust - Background Investigation

Additional Information

Additional Information
What To Expect Next

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.

BENEFITS

Review our benefits

Other Information

POSITION DESCRIPTION;GS-5 96934, GS 7-*96935, GS-9 96936*A PM/C SharePoint site is available for IRS Employees at: https://organization.ds.irsnet.gov/sites/HCOETS/PMC/SPDLibrary/SitePages/Home.aspx

CONDITIONS OF EMPLOYMENT*:*

  • We may select from this announcement or any other source to fill one or more vacancies.
  • This is a bargainingunit position.
  • Alternative work schedule, staggered work hours or telework may be available.
  • Tour of Duty: There are 2 shifts available in Fresno, CA. You must be available for 9:00am – 5:30pm (ET) or 10:00am -6:30pm (ET) shift. 1 shift is available in Covington,KY from 6:00am-2:30pm (ET)
  • This position is covered by a formal development plan and pay retention may be authorized for employees entering at a lower grade with promotion potential back to their current grade or to a higher grade

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/474009200. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Open & closing dates: 2017-07-10 to 2017-07-21

Salary: $32,844 to $67,205 / per year

Pay scale & grade: GS 05 - 09

Series: 2210 Information Technology Management

Appointment type: PERMANENT

Work schedule: FULL TIME

Job announcement number: 17CE1-ITB0257-2210-5T9-VW

Control number: 474009200