Massachusetts Jobs

Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? Visit us on the web at www.jobs.irs.gov Responsibilities WHAT IS THE TS - CAS-CUSTOMER ACCOUNT SERVICES DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Vacancies will be filled in the following specialty areas: Taxpayer Services Customer Account Services - Electronic Filing and Services Support, e-help Desk Operations, e-held Desk East The following are the duties of this position at the full working level. Provides help desk support by recording the content of calls received from customers who are experiencing problems filing electronically and/or using electronic applications, products or services. Uses system prompts (including worklists) to resolve issues; and accesses various systems, research tools, and IRS technology to resolve a wide-range of technical issues and problems. Assists in resolving error rejects. Reviews a wide-range of schema and business rules using a variety of applications, systems, and databases to retrieve the data needed to resolve reject errors and transmission problems. Extracts information from various systems, applications, and databases to search for required taxpayer information; investigates problems or errors, e.g., researching the cause of error codes, or performing similar actions. Assists in conducting suitability to ensure tax compliance, background checks, etc., to various e-products and services as applicable to determine eligibility. With assistance, responds to contacts and inquiries regarding the current status of an e-file or other IRS web-based electronic product or service account. Assists in the suitability or compliance related reviews for e-file and/or other e-services/products program participants as appropriate to determine eligibility for initial or on-going participation and/or use of e-services/products. This position has career progression. If you are selected at a grade level lower than the full working level, you may be non-competitively promoted as your career progresses. For example, you may be hired as a GS-05, but if the position has career progression to GS-11, then you may move from a GS-05 to a GS-11 in as little as three years. Requirements Conditions of Employment STANDARD POSITION DESCRIPTIONS (SPD): PD97816, PD97815, and PD97814 Visit the IRS SPD Library to access the position descriptions. Telework Eligible Positions: Telework eligible positions do not guarantee telework. Employees must meet and sustain IRS telework eligibility requirements (e.g., reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program. Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management. Qualifications Federal experience is not required. 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. You must meet the following requirements by the closing date of this announcement: Specialized Experience/ Education GS-05: You must have at least one (1) year of specialized experience equivalent to the next lower grade level (GS-04) in the Federal government. Examples of qualifying experience include: Experience performing a variety of miscellaneous tasks involving researching and processing financial documents, reviewing information and determining corrective action on accounts, researching for missing/unclear accounting information and reviewing financial documents submitted for completeness. 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. Specialized experience is experience that is related to the work of this position and has provided you with the competencies required for successful job performance. Specialized Experience GS-06: You must have at least one (1) year of specialized experience equivalent to the next lower grade level (GS-05). Examples of qualifying experience include: Positions dealing with the public analyzing tax or accounting issues. Experience must have included analyzing and resolving problems, adjusting accounts, and providing information on financial issue. Specialized Experience GS-07: You must have at least one (1) year of specialized experience equivalent to the next lower grade level (GS-06). Examples of qualifying experience may have been gained in positions in a bookkeeping or accounting position, or in a position dealing with the public analyzing tax or accounting problems and resolving high-conflict differences through use of established guidelines, or in a position dealing with customers in person, in writing or by telephone in a variety of situations that require solicitation of information to identify concerns and offer solutions. Your position may have included interpreting account information to address a variety of issues, guidelines, and past transactions. Specialized experience is experience that is related to the work of this position and has provided you with the competencies required for successful job performance. AND MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks. AND TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". For more information on qualifications please refer to OPM's Qualifications Standards. Education A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected. If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series. 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 for Foreign Education Credentialing instructions. Additional Information We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled. The salary range indicated in this announcement reflects the minimum locality pay up to maximum locality pay for all duty locations listed. The range will be adjusted for selected duty location. General Schedule locality pay tables may be found under Salaries & Wages. This is a BARGAINING unit position. Tour of Duty: Day Shift - Start and stop times between 6:00 a.m. and 6:00 p.m. Relocation expenses - NO. Pay retention may be offered based on applicable laws and regulations.