New job Information Technology Specialist (Customer Support) in California
Information Technology Specialist (Customer Support)
Company : US Internal Revenue Service
Salary : $77,488 - $115,039 a year
Location : California
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.
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WHAT IS THE IRS INFORMATION TECHNOLOGY (IT) DIVISION? The mission of IRS INFORMATION TECHNOLOGY DIVISION is to provide leadership in the delivery of information technology solutions that anticipate and meet enterprise-wide needs by empowering employees to deliver customer-centered, value-creating systems, products, services, and support.
WHAT DOES 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.
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
Occasional travel - May be required to travel 1 - 5 nights per month.
Job family (Series)
2210 Information Technology Management
- Information Technology Specialist (It Specialist)
Conditions of Employment
- Refer to Other Information
- Click "Print Preview" to review the entire announcement before applying.
- Must be a U.S. Citizen or National
QualificationsYou must meet the following requirements by the closing date of this announcement:
GS-12 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 should be sufficient enough to demonstrate the following: 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; evaluating proposals for the acquisition of IT products and services, ensuring the optimal use of commercially available products; ensuring compliance with data management standards, and recommending new or modified standards to increase; and responding to customer service problems resulting from incidents and/or catastrophic events, such as virus infections or power outages.
- 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.
- 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.
This job does not have an education qualification requirement.
Twenty (20) vacancies total are to be filled in the IRS INFORMATION TECHNOLOGY DIVISION (IT), within USER & NETWORK SERVICES (UNS), Customer Support.
These positions will be located at any of the following locations: FRESNO, CA, ATLANTA, GA, FARMERS BRANCH, TX, LAGUNA NIGUEL, CA, OGDEN, UT, INDIANAPOLIS, IN, PITTSBURGH, PA, and RICHMOND, VA.
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.
- Must meet IRS telework eligibility requirements.
- Tour of Duty: Monday - Friday 8:00am - 4:30pm
- May be required to file a confidential financial disclosure report within 30 days of selection and annually from then on.
- We offer opportunities for telework.
- We offer opportunities for flexible work schedules.
- A 1-year probationary period is required.
- Must successfully complete a background investigation including an FBI criminal history record check (fingerprint check).
- Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
- If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
- Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
- Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Your application includes your resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a “not qualified” determination.
Rating: Your application will be evaluated in the following areas: Customer Service, 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.
To preview questions please click here.
Background checks and security clearance
Drug test required
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.) Cover Letter
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 Resume Tips
VETERANS' PREFERENCE DOCUMENTATION
If you are claiming veterans’ preference, you must submit a copy of your DD-214 (Member 4 copy), or other official documentation from a branch of the Armed Forces or the Department of Veterans Affairs showing dates of service and type of discharge. Ten-point preference eligibles must also submit an Application for 10-point Veteran Preference, SF-15, along with the required documentation listed on the back of the SF-15 form. For more information on veterans' preference view FedsHireVets.
Career Transition Assistance Plan (CTAP) or Interagency Career Transition Assistance Plan (ICTAP) DOCUMENTATION If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents. IRS CTAP eligibles can apply for jobs both within and outside the commuting area.
EDUCATION DOCUMENTATION: For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.
If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.
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. Opens in a new windowLearn more about federal 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: Pay and Benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.
This job is open to
U.S. citizens, nationals or those who owe allegiance to the U.S.
Clarification from the agency
U.S. Citizens or Nationals