INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT)

Information Technology Specialist (CUSTOMER SUPPORT)

Department of the Treasury

Duties

Summary

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.

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Responsibilities

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.

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.

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Travel Required

Occasional travel - 01 to 05 Travel Nights per Month

Supervisory status

Promotion Potential

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.

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.

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 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.

At least 1 year of combined graduate education and experience as defined in paragraphs above.

GS-9 LEVEL : You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service.

Specialized experience for this position includes : Experience with the Bankruptcy Code, and other relevant laws, rules, regulations and court decisions, specific to collection of Federal taxes through bankruptcy proceedings;

Experience with automated systems, technical, business and legal procedures, policies, principles, and practices associated with bankruptcy cases, and collection policies and procedures.

Experience researching bankruptcy case issues, determining the appropriate dates for court proceedings, reestablishing priority of government claims, monitoring taxpayer compliance, performing dischargability analysis and ensuring collection of valid taxpayer liabilities in bankruptcy proceedings;

Two (2) full academic years of progressively higher level g