An official website of the United States government -Help -Search -Overview -Locations -Duties -Requirements -Required Documents -Benefits -How to apply -Fresno, CA -Washington DC, DC -Chamblee, GA -Covington, KY -Show more locations (11) -Relocation expenses reimbursed No -Internal to an agency Current federal employees of this agency. -Announcement number 18CE2-ITB0353-2210-TR5T9 -Control number 493627900 -Help -Duties -Summary WHAT IS THE INFORMATION TECHNOLOGY (IT) DIVISION:The mission of Information Technology (IT) 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. 6 MONTH ROSTER IT WIDE This is a roster announcement that will be used to fill positions throughout the next6 months.We are projecting approximately 25 vacancies may be filled during the life of this roster. Contingent upon funding and space requirements, one or more vacancies may be filled as they become available during the life of this roster. Selections will be made throughout the IT Organization, and will be filled in any of the following POD's: Lanham, MD (MD0278); Kearneysville, WV, (WV0191); Washington, DC (DC0022); Philadelphia, PA (PA0809); Holtsville, NY (NY0376); Memphis, TN (TN0005); Detroit, MI (MI0800); Austin, TX (TX2038 & TX2099); Farmers Branch, TX (TX0302); Ogden, UT (UT1431); Atlanta, GA (GA0087); Chamblee, GA (GA0010 & GA1016); Charlotte, NC (NC2598); Covington, KY (KY0085); Kansas City, MO (MO1937); & Fresno, CA (CA4664) -Responsibilities 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. This position is covered by a formal development plan and pay retention may be authorized for employees entering at a lower grade level with promotion potential back to their current or higher grade. 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 - Travel may be required 1 to 5 days/nights per month. -Promotion Potential 09 -2210 Information Technology Management -Analysts, Applications -Analysts, Computer Systems -Analysts, Data Processing Systems -Analysts, Information Systems -Applications Analysts -Computer Systems Analysts -Help -Requirements -Conditions of Employment -U.S. Citizen or National -IRS employees on Career or Caree Conditional Appointments. -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.ORYou 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.ORYou may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions. 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.OROne 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.ORSuperior Academic Achievement may be met by having a Bachelors 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.ORAt 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.ORMaster'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.ORAt least 1 year of combined graduate education and experience as defined in paragraphs above. -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 level of the grade you are applying to for 52 weeks (time-in-grade requirement). -Education See Qualifications. -Help -Help -Help -Equal Employment Opportunity (EEO) for federal employees & job applicantsRead more -Financial suitability -Social security number request -Privacy Act -Signature and false statements -Selective Service -New employee probationary period -Job Applications -All -Advancing -Paused -Stopped -Account -Home -Profile -Documents -Saved Jobs -Saved Searches -Username & Password -Help -Help Center -About USAJOBS -Contact Us -FAQs -Get Started -How to -Working in Government USAJOBS is a -website. -EEO Policy Statement -Reasonable Accommodation Policy Statement -Veterans Information -Legal and Regulatory Guidance -Budget and Performance -FOIA -Inspector General -No Fear Act Data -Privacy Policy -USA.gov