Duties

Summary

This position is located in the United States Department of the Treasury, Treasury Inspector General for Tax Administration (TIGTA), within the Office of Information Technology (OIT); Enterprise Services; Service Desk.

Learn more about this agency

Responsibilities

The following are the duties of this position at the GS-12. 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.

• Use the automated trouble ticket systems to record actions taken to resolve and provide technical assistance to end users. Support includes the management and support of incident tickets, password issues and access, problem management, service requests, system access, etc., both for on-site and off-site personnel.
• Support the organizations' end users and provide troubleshooting support or take appropriate corrective action when problems are encountered. Responsibilities focus on the integration and maintenance of components comprising a variety of end user devices/peripherals (e.g., printers, storage devices, monitors, scanners, other); communications devices; and other related equipment and components.
• Participate in the planning and delivery of a full range of IT support services to the organization
• Provide IT support in a manner that minimizes interruptions in end users' ability to carry out critical business activities.
• Represent the Service Desk in planning for the installation and implementation of new systems (e.g., upgrade to a new operating system)

Travel Required

Not required

Supervisory status
No

Promotion Potential
12

Requirements

Conditions of Employment

• Please refer to "Conditions of Employment."
• Click "Print Preview" to review the entire announcement before applying.
• Must be U.S. Citizens or U.S. Nationals.

The experience may have been gained in either the public, 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/day/year, and indicate number of hours worked per week on your resume.

Qualifications

You must meet the following requirements by the closing date of this announcement.

Specialized experience: For the GS-09, you must have one 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:

• Providing workstation user network account support to include setup and configuration; AND
• Troubleshooting and maintaining operational support systems, (i.e. personal computer hardware, peripherals, training and advisory assistance, diagnosis and resolution of operating problems); AND
• Participating as part of a team to work on various IT related projects.

OR You may substitute education for specialized experience as follows: 2 full academic years of progressively higher graduate level education or Master's degree in computer science, engineering, information science, information systems, management, mathematics, operations research, statistics, or technology management or a degree that provided a minimum of 24 semester hours in one or more of the field identified above and required the development or adaptation of applications, systems, or networks.


Specialized experience: For the GS-07, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes:

• Experience providing end user technical support; AND
• Providing application maintenance and basic troubleshooting; AND
• Supporting IT related projects in a team environment.

OR You may substitute education for specialized experience as follows: 1 full year of graduate level education or superior academic achievement. IT-related education and/or IT-related experience is required upon entry. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit.

In addition to meeting specialized experience, applicants must also show proficiency in 1) attention to detail, 2) customer service, 3) oral communication, and 4) problem solving.

In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable:
For the GS-09, you must have been at the GS-07 level for 52 weeks.

For the GS-07, you must have been at the GS-05 level for 52 weeks.

Education

Additional information

- We may select from this announcement or any other source to fill one or more vacancies.
- This is a non-bargaining unit position.

CONDITIONS OF EMPLOYMENT:
- A one year probationary period may be required.
- Must successfully complete a background investigation.
- Public Trust - Background Investigation will be required.
- You will be required to regularly report to the Duty Station listed above. While teleworking is an option, approval is at management's discretion based on duties, business needs, performance, etc.
- Undergo an income tax verification.
- 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 résumé, responses to the online questions, and required supporting documents. Please be sure that your résumé includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your résumé may result in a "not qualified" determination.

Rating: Your application will be evaluated in the following areas: Communication, Analytical and Technical. Your application will 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. 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.

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 92 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

A complete application includes 1. A résumé, 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 may not be considered for this position (or may not receive the special consideration for which you may be eligible).

It is anticipated that there will be significant interest in the announcement. As a result, the announcement will close at 11:59 p.m. ET on the date of receipt of the 150th application or at 11:59 p.m. ET on 11/25/2019; whichever occurs first. Any required documents should be submitted at the time that you apply as documents will not be accepted after the vacancy closes.

All applicants are required to submit a résumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your résumé. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view résumé tips .

CURRENT AND FORMER FEDERAL EMPLOYEES -- Documentation Relating to Your Federal Employment:
- Submit a copy of your SF-50, Notification of Personnel Action, which shows your current (or most recent) grade and competitive service status. (The "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2".)
- If you are currently on a Veterans Recruitment Appointment (VRA), submit a copy of an SF-50 showing that. Also, you must submit a copy of your DD214 or other documentation showing dates of service and type of discharge and any other applicable documents such as SF-15, VA letters, etc.
- Indicate on your application the highest permanent grade you have held; if this grade is different from your current grade, submit a copy of an additional SF-50 showing this grade.
- PERFORMANCE APPRAISAL: Provide a copy of your most recent rating of record (i.e., final annual performance appraisal issued and signed by appropriate management official). If the rating of record you submit is not dated within the last 18 months, you must provide an explanation in your application as to why one has not been issued within the past 18 months.

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.

If you are applying under a special hiring authority (e.g. Military Spouses, Interchange Agreement, VEOA, VRA, Schedule A Disability, etc.), please see applicant guide for required documentation . In order to be eligible under one of these authorities, you must submit all required documentation as outlined in the applicant guide.

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.

If you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time. 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 .

Recommended Documents:
In addition, we recommend that you submit copies of the following:

- A list of awards received while employed with the Federal government.

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.