Computer Assistant

Internal Revenue Service•Fresno, CA

About The Position

This position is in Taxpayer Services (TS), Accounts Management, Embedded Quality. It is open to current permanent IRS competitive service employees in Taxpayer Services business units. The Computer Assistant receives requests from users of taxpayer account databases about data-processing problems, reviews computer reports and diagnostic transcripts, and researches the causes of errors. The position identifies and recommends corrective actions, works with programmers and other system support personnel, supports program testing and implementation, processes certain deletions from taxpayer account databases, and maintains quality-review and case-control data. Positions may be filled at GS-07, GS-08, or GS-09. The announcement states that selected employees at a lower grade may receive training and opportunities to perform higher-level duties.

Requirements

For GS-07: At least one year of specialized experience equivalent to GS-06, including operating computer equipment and assisting with automated computer processing systems; reviewing computer reports and system information to identify errors; recognizing and reporting hardware, software, and processing problems; and assisting with testing, installing, and implementing system updates and changes.
For GS-08: At least one year of specialized experience equivalent to GS-07, including operating computer equipment and supporting automated computer processing systems; analyzing data and reviewing computer reports and diagnostic information to identify problems; researching system requirements, program processes, and transaction issues; recognizing and correcting hardware and software problems; and reporting findings to users, programmers, and system support personnel.
For GS-09: At least one year of specialized experience equivalent to GS-08, including providing technical support for automated computer processing systems; analyzing system data, computer reports, and diagnostic information to determine causes of processing problems; researching system requirements, program processes, and transaction issues; developing and recommending corrective actions; coordinating with users, programmers, and system support personnel to resolve hardware and software problems; and assisting with testing and implementing program changes and system updates.
Current civilian employees must meet the time-after-competitive-appointment requirement: at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, by the applicable announcement deadline.
Applicants for positions above GS-05 must meet applicable time-in-grade requirements, generally one year (52 weeks) at the next lower grade.
Experience may be gained in the public sector, private sector, or through volunteer service. Part-time experience is credited on a prorated basis.
Applicants must meet the applicable qualifications by the announcement closing date or, for an open continuous announcement, by the applicable cutoff date.
A probationary period may be required; an employee transferred, promoted, demoted, or reassigned before completing it must complete the remainder in the new position.

Responsibilities

Receive requests from taxpayer account database users concerning problems with data transactions.
Review online computer reports and diagnostic transcripts to locate problems and errors.
Research causes of problems, including system and program requirements, processing procedures, and transaction details.
Review users’ online transactions to identify where posting problems occurred, including incorrect command codes, failures to follow data-entry procedures, or conflicts with system programming.
Use computer programs, IRS manuals, and computer manuals to research problems and ensure prescribed procedures are followed.
Develop and recommend resolutions and initiate actions to correct problems.
Contact programmers to discuss programming corrections and changes.
Participate in simulation testing of National Office programs and implementation of program changes.
Research proposed deletions of erroneous accounts, transactions, payments, and modules from taxpayer account databases; proceed with deletions when no account activity is ongoing or anticipated.
Enter employee numbers for employees designated to perform quality reviews of user transactions.
Input and maintain case-control data for weekly, monthly, and quarterly case inventory and status reports.