Irs Internal Recent Graduate Program It Specialist Customer Support Job

Vacancy No. 19CE4-ITB0816-2210-5T9-IF Department Internal Revenue Service
Salary $33,949.00 to $76,001.00 Grade 05 to 09
Perm/Temp Permanent FT/PT Full-time
Open Date 8/22/2019 Close Date 6/1/2020
Job Link Apply Online Who may apply Status Candidates
Locations:
BIRMINGHAM, ALLOS ANGELES, CASAN DIEGO, CADENVER, CO
WASHINGTON, DCJACKSONVILLE, FLMAITLAND, FLMIAMI, FL
FORT LAUDERDALE, FLTAMPA, FLATLANTA, GAATLANTA, GA
ATLANTA, GABALTIMORE, MDLANHAM, MDKANSAS CITY, MO
CHARLOTTE, NCGREENSBORO, NCKING OF PRUSSIA, PAPHILADELPHIA, PA
COLUMBIA, SCCHATTANOOGA, TNNASHVILLE, TNAUSTIN, TX
DALLAS, TXMARTINSBURG, WVWASHINGTON, DCJACKSONVILLE, FL
MAITLAND, FLMIAMI, FLFORT LAUDERDALE, FLTAMPA, FL
ATLANTA, GAATLANTA, GAATLANTA, GABALTIMORE, MD
LANHAM, MDKANSAS CITY, MOCHARLOTTE, NCGREENSBORO, NC
KING OF PRUSSIA, PAPHILADELPHIA, PACOLUMBIA, SCCHATTANOOGA, TN
NASHVILLE, TNAUSTIN, TXDALLAS, TXMARTINSBURG, WV


Job Description (Please follow all instructions carefully)
Overview
  • Open & closing dates

    Opening and closing dates 08/22/2019 to 06/01/2020

  • Service

    Competitive

  • Pay scale & grade

    GS 05 - 09

  • Salary

    $33,949 to $76,001 per year

  • Appointment type

    Permanent

  • Work schedule

    Full-Time

Locations

28 vacancies in the following locations:

Relocation expenses reimbursed

No

Telework eligible

Yes as determined by agency policy

This job is open to
  • Internal to an agency

    Current federal employees of this agency.

  • Recent graduates

    Individuals who have graduated from an accredited educational institute or certificate program within the last 2 years or 6 years for Veterans.

Clarification from the agency

Current IRS Internal employees who are recent graduates and have completed a degree or certificate from a qualifying education institution within the previous 2 years or 6 years for Veterans

Announcement number

19CE4-ITB0816-2210-5T9-IF

Control number

543444300

  • Duties
    Duties 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.  

    See Other Information for Locations.

    Learn more about this agency
    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.

    The IRS Internal Recent Graduates Program affords a developmental opportunity to IRS employees, who have graduated within the previous 2 years from a qualifying educational institution or program. If selected, you will be placed in a developmental position as an IT Specialist (Customer Support) GS-2210 5-11 in the Information Technology Division.

    In order to successfully complete the Recent Graduates Program, you must complete 1 year in the position, a minimum of at least 40 hours of interactive training, and demonstration of successful job performance. If or any reason do not successfully complete the program you will be returned to the previous grade of the same or similar position you previously held within IRS prior to being selected for the Recent Graduates Program.

    The following are the duties of this position at the GS-12. You will have the opportunity to learn to perform these duties and will receive training to help you grow in this developmental position.
    As an Information Technology Specialist (Customer Support) you will:

    • Coordinates, oversees or performs activities involving troubleshooting, installing, testing, and securing existing, new or updated voice or data communications equipment. Evaluates installations to ensure compliance and conformity to regulations, standards, and security compliance, technical and procedural requirements.
    • Provides advice and assistance to customers on a large local problem to troubleshoot complex problems; and provides support in a manner that minimizes interruptions in customers’ ability to carry out critical business activities.
    • Develops contingency plans to ensure continuous availability and accessibility of network resources in the event of emergencies.
    • Identifies and analyzes critical problems and issues to determine nature of requirements, specifications, resources, constraints, security, and coordinates controls to ensure integrity of communication systems design and implementation.
    • Leads the local implementation of national projects to evaluate and report on new tools and trends in the customer support field such as browser-based and speech-enabled customer support services; recommends purchase of new tools to enhance the delivery of customer support services. Leads the implementation of national projects, reviews, validates, and standardizes problem resolutions for inclusion in the problem management database.
    • Leads the implementation of large scale projects such as: upgrading from hubs to switches; inventory control, equipment replacement, consolidation of regional networks; and redesigning network infrastructure in response to changes in network technologies or network requirements, such as VoIP taking into consideration telecommunications policies, regulations, standards, and requirements.
    • Serves as senior customer technical analyst with responsibility for projects, resolves the most complex customer problems; e.g., re-imaging customer workstations, correcting other workstations affected by similar problems, configuring hubs, switches, and routers, and troubleshooting interconnectivity and inter-operability of equipment and software requirements including operating systems. Serves as the primary contact with respect to major equipment installations, moves, maintenance, and acceptance testing of new, untried, computer equipment involving multiple sites.
    • Provides desk side guidance, documentation, and training on system, products, new technology and updated standard operating procedures (SOPs) to eliminate recurring errors, accomplish tasks or projects and where appropriate, provides recommendations for improvements.

    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  

    Travel Required

    Occasional travel - Travel may be required 1 to 5 nights per month

    Supervisory status

    No

    Promotion Potential

    11

  • Requirements
    Requirements 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
    • IRS Employees with Career or Career Conditional Appointments.

    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.

    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.


    -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.

    In addition to the above you must have, within the previous 2 years, completed all educational requirements for a qualifying associates, bachelors, masters, professional, doctorate, vocational or technical degree or certificate from a qualifying institution; or intended graduation is no more than 9 months from date of application

    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

    Additional information

    Positions are located in Information Technology Division. Twenty-eight (28) vacancies to be filled in any of the following locations:

    • 333 W. Pershing Road, Kansas City, MO (MO1937)
    • 1999 Broadway, Denver, CO (CO1811)
    • 3651 S IH-35, Austin, TX (TX2038)
    • 1821 Directors Blvd., Austin, TX (TX1962)
    • 300 North Los Angeles St, Los Angeles, CA (CA0150)
    • 333 W Broadway, San Diego, CA (CA0316)
    • 5000 Ellin Rd, Lanham-Seabrook, MD (MD0278)
    • 801 Broadway, Nashville, TN (TN0052)
    • 4050 Alpha Rd, Farmers Branch, TX (TX0302)
    • 1111 Constitution Ave NW, Washington, DC (DC0022)
    • 77 K Street NE, Washington, DC (DC0198)
    • 4800 Buford Highway, Chamblee, GA (GA1016)
    • 5740 Uptain Road, Eastgate Center, Chattanooga, TN (TN2351)
    • 3848 West Columbus Drive, Tampa, FL (FL2402)
    • 7850 S. W. 6th Court, Plantation, FL (FL2347)
    • 1 Independent Drive, Suite 501, Jacksonville, FL (FL2476)
    • 850 Trafalgar Court, Maitland, FL (FL2257)
    • 51 SW First Avenue, Miami, FL (FL0061)
    • 1835 Assembly Street, Columbia, SC (SC0068)
    • 2970 Market Street, Philadelphia, PA (PA0809)
    • 600 Arch Street, Philadelphia, PA (PA0277)
    • 601 S. Henderson Road, King Of Prussia, PA (PA0507)
    • 31 Hopkins Plaza, Baltimore, MD (MD0055)
    • 1250 Edwin Miller Blvd, Martinsburg, WV (WV0273)
    • 4905 Koger Boulevard, Greensboro, NC (NC2668)
    • 10715 David Taylor Drive, Charlotte, NC (NC2598)
    • 801 Tom Martin Drive, Birmingham, AL (AL2085)
    • 401 W Peachtree St, Atlanta, GA (GA0087)
    • 2888 Woodcock Blvd, Atlanta, GA (GA2004)

    POSITION DESCRIPTIONS: 97454 (GS-05); 97455 (GS-07); 97456 (GS-09)
    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: Monday - Friday 8:00 am - 4:30 p.m.
    • Must meet IRS telework eligibility requirements.
    • Pay retention will be offered where applicable by law and regulation.
    • All Selectees must sign Participation Agreement
    • At a minimum, dated unofficial transcripts must include name of Student, Name of school/educational institution, course work including GPA, if applicable.
    • Official transcripts required if selected
    • Education must be completed before you may be placed

    How You Will Be Evaluated

    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 https://persinfo.web.irs.gov/
    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 Career Transition Assistance Plan (CTAP), you must receive a score of 80 or better to be rated as well qualified to receive special selection priority.  


    To preview questions please click here.

    Background checks and security clearance
    Security clearance

    Not Required

    Drug test required

    No

  • Required Documents
    Required Documents

    A complete application includes 1. A resume, 2. Vacancy question responses, and 3. Provide proof of enrollment or education (see education documentation required) and 4. 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.) Please view Cover Letters Tips. 
    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.

    Career Transition Assistance Plan (CTAP) DOCUMENTATION
    If you are a displaced or surplus Treasury employee, click CTAP 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: You must submit dated documentation showing completion or intended completion (if graduation is no more than 9 months from the date of application) of all educational requirements (e.g. letter from the registrar, unofficial transcripts). 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.

    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 schools accredited by accrediting institutions recognized by the U.S. Department of Education.

    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
    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
    How to Apply

    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.

    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 8/22/2019 through 6/01/2020. The roster will be used to fill an anticipated 28 vacancies throughout the next 12 months. Selections may be made through 9/4/2020. 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: 9/5/2019, 12/4/2019, 3/3/2020, 6/1/2020

    Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at https://jobs.irs.gov/seasonal/reasonable-accommodation.html. We will provide reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact Deborah.L.Smith2@irs.gov 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 “Finish” 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 careerconnectorhelp@treasury.gov and/or the USAJOBS Help Desk

    Agency contact information IRSJobs Online Help Desk IRSJobs Online Help Desk
    Address

    INTERNAL REVENUE SERVICE
    1040 Waverly Ave
    Stop 13
    Holtsville, New York 11742
    United States
    Learn more about this agency

    WHY IS THE IRS A GREAT PLACE TO WORK?  As an IRS employee, you will feel proud knowing you helped make America stronger while working at one of the world’s biggest financial institutions. You will be part of an organization that collects over $2 trillion in revenue and processes over 200 million tax returns annually. We are proud of how we apply the tax law with integrity and fairness to all.

    IRS hires talented and dedicated individuals from many backgrounds, including accounting, business, finance, law enforcement and information technology. You will be challenged and supported on a daily basis. Whether you are just starting out or looking for a new opportunity, consider an IRS career. 

    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 in the workplace or the way things are customarily done that provides an equal employment opportunity to an individual with a disability. Under the Rehabilitation Act of 1973 the Equal Employment Opportunity Commission (EEOC) must provide reasonable accommodations:

  • 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.

Legal and regulatory guidance

Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.