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Duties

WHAT IS THE WAGE AND INVESTMENTDIVISION? 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: Customer Account Services, Electronic Products and Services Support, e-help Desk Operations, e-help Desks East and West 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. 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. Supports the testing process for e-file acceptance and/or other registrants and applicants to ensure records are transmitted in the correct format and meets IRS electronic filing specifications; ensures required fields will post to the IRS Master File; and ensures providers understand the mechanics, and processing requirements of electronic filing and other e-products and services. Resolves error rejects. Reviews a wide-range of schemas 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.

Requirements

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-timework 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 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. For more information on qualifications please refer to OPM's Qualifications Standards.

Education

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.

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.

Contacts

• Address WI - CAS-Customer Account Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748