Summary
WHAT IS TAXPAYER SERVICES? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in the following area(s): TS - Non Service Center - Customer Account Services, Electronic Products & Services Support (EPSS), E-Help Desk Operations If you are selected for a location that you selected, that location will become your official post of duty. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
Responsibilities
The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. The incumbent performs developmental technical and program support assignments involving IRS electronic products and services by applying established procedures, program requirements, and operating instructions to resolve routine customer issues and process program-related work. Provides multi-channel assistance to taxpayers, tax professionals, business partners, and internal customers regarding IRS electronic filing programs and electronic services. Research routine inquiries involving electronic filing, account access, registration, application status, and processing issues using established IRS systems, job aids, and procedural guidance. Research customer accounts, application records, system information, and processing results using IRS systems to identify routine discrepancies, verify information, and determine appropriate procedural actions. Resolves recurring issues by applying established business rules and refers situations involving conflicting information, unusual circumstances, or issues outside established guidelines to higher-graded employees. Reviews applications, supporting documentation, and program information for completeness and accuracy. Verifies required information against established program requirements and documents findings using applicable IRS systems and procedures. Documents customer contacts, research performed, actions taken, and case dispositions in appropriate systems while ensuring compliance with disclosure, security, and records management requirements.
Qualifications
Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement. QUALIFICATION REQUIREMENTS: Specialized Experience/ Education GS-05: To be eligible for this position, you must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes experience that is in or related to this position and provided you with the particular knowledge, skills and abilities to perform successfully the duties of this position. Examples of specialized experience include: Experience researching and reviewing records, documents or financial accounts for resolution Experience resolving technical system and application problems/errors Experience communicating with customers orally or in writing Experience following organizational procedures using established guidelines Experience with computer systems and software applications OR Completed four (4) years above high school in any field, in an accredited business, secretarial or technical school, junior college, college or university OR A combination of experience or a combination of experience as described above. AND You must also meet the following requirements: MINIMUM AGE REQUIREMENT: Minimum age for federal employment is 18 years old, or at least 16 years old and have: Graduated from high school or been awarded a certificate equivalent to graduating from high school; or Completed a formal vocational training program; or Received a statement from school authorities agreeing with your preference for employment rather than continuing your education. For more information on qualifications please refer to OPM's Qualifications Standards.
Requirements
Probationary Period - All newly appointed employees to the competitive (or excepted) service are subject to a probationary (or trial) period. During this time, your performance, conduct, and suitability for continued employment will be evaluated. You will not automatically convert to permanent status at the end of the probationary (or trial) period. Your supervisor must affirmatively determine that continued employment is in the best interest of the Federal service. If no certification is made before the probationary (or trial) period ends, your appointment will be terminated. You are encouraged to actively engage with your supervisor, seek feedback, and understand role expectations. Additional guidance and support will be provided during onboarding. Key Eligibility Requirements: U.S Citizenship - Must be a U.S. Citizen or National and provide proof of U.S. Citizenship. Selective Service Registration - Males born after December 31, 1959 are required to be registered with the Selective Service System or prove they are exempt from having to do so. Personal Identity Verification (PIV) - Must provide 2 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. These documents must be unexpired original or certified copies. ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS OR ADDTIONAL INFORMATION SECTIONS
Education
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. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions. We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).