This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/807874300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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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
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Overview
- Reviewing applications
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Open & closing dates
09/04/2024 to 09/17/2024
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Salary
$55,815 - $107,590 per year
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Pay scale & grade
GS 7 - 11
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Locations
1 vacancy in the following locations:
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Remote job
No
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Telework eligible
Yes—as determined by the agency policy.
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Travel Required
Not required
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Relocation expenses reimbursed
No
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Appointment type
Permanent
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Work schedule
Full-time
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Service
Competitive
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Promotion potential
11
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Job family (Series)
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Supervisory status
No
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Security clearance
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Drug test
No
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Position sensitivity and risk
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Trust determination process
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Financial disclosure
<a href="https://help.usajobs.gov/working-in-government/fair-and-transparent/financial-disclosure" target="_blank">No</a>
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Bargaining unit status
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Announcement number
24-12509312K-TSB-2210-7T11
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Control number
807874300
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This job is open to
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Internal to an agency
Current federal employees of this agency.
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Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Clarification from the agency
Open to IRS Career/Career-Conditional, Treasury/IRS CTAP, & IRS RPP employees
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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.
Duties
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 Product Services and Support Technical Services Operations
The following are the duties of this position at the full working level.
- Performs selected aspects of routine and recurring assignments such as the following:
- Participate in the planning and delivery of customer support services to the organization; install, configure, upgrade, and troubleshoot hardware and software components; present formal and informal training and assistance to customers; and report, respond to, and resolve customer requests.
- Receive, respond to, and ensure complete resolution of help center calls; document actions taken; give needed guidance or training to customers to prevent recurrences; and assist more experienced specialists in resolving very complex problems.
- Install, configure, and test software on customer workstations.
- Performs other duties as assigned.
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.
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National Treasury Employees Union - NTEU
Requirements
Conditions of Employment
STANDARD POSITION DESCRIPTIONS (SPD):
PD94392, PD94391, and PD94390
Visit the IRS SPD Library to access the position descriptions.
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:
BASIC REQUIREMENTS GS-7 AND All GRADES:
Experience must include Information Technology (IT) related experience that demonstrates each of the following four competencies: 1) Attention to Detail, 2) Customer Service, 3) Oral Communication and
4) Problem Solving.
SPECIALIZED EXPERIENCE GS-7 LEVEL: Specialized experience for this position must have been in an IT field or work where the primary concern was the subject matter of the IT application. The assignments must have shown completion of the following, or the equivalent:
- Interviewing subject-matter personnel to get facts regarding work processes, and synthesizing the resulting data into charts showing information flow; operating computer consoles where this involved choosing from among various procedures in responding to machine commands or unscheduled halts.
- Scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency; preparing documentation on cost/benefit studies where this involved summarizing the material and organizing it in a logical fashion,
- Working directly with customers in obtaining information needed to establish or change accounts.
- Translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language.
OR
EDUCATION: 1 full academic year of graduate education at an accredited college or university in computer science, engineering, information science, information systems management, mathematics, operations research, statistics or technology managementOR1 full academic year of graduate education in one or more of the fields identified above that required the development or adaption of applications, systems or networks.
OR
Superior Academic Achievement may be met by having a bachelor's degree, with one of the following: A GPA of 2.95 or higher on a 4.0 scale for all completed undergraduate courses or those completed in the last 2 years of study, or a GPA of 3.45 or higher on a 4.0 scale for all courses in the major field of study or those courses in the major completed in the last 2 years of study, or rank in the upper one third of the class in the college, university, or major subdivision, or membership in a national honor society recognized by the Association of College Honor Societies. Note: Grade point averages should be rounded to one decimal point. For example, 2.95 is rounded to 3.0, and 2.94 is rounded to 2.9. If more than 10 percent of your undergraduate course work (credit hours) was taken on a pass/fail or similar basis, your claim must be based on class standing or membership in an Honor Society.
OR
COMBINATION OF EXPERIENCE AND EDUCATION At least 1 year of combined graduate education and experience as defined in paragraphs above.
SPECIALIZED EXPERIENCE GS-9: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position includes:
- Experience in an IT field or work where the primary concern was the subject matter of the IT application. The assignments must have shown completion of the following, or the equivalent.
- Analysis of the interrelationships of pertinent components of the system.
- Planning the sequence of actions necessary to accomplish the assignment and Personal responsibility for at least a segment of the overall project.
OR
EDUCATION: A master's or equivalent graduate degree or two full years of progressively higher-level graduate education leading to a master's or equivalent graduate degree in computer science, engineering, information science, information systems management, mathematics, statistics, operations research, engineering or technology management. OR A master's or equivalent graduate degree or two full years of progressively higher-level graduate education leading to a master's or equivalent graduate degree in one or more of the fields identified above that provided a minimum of 24 semester hours in the development or adaptation of applications, systems or networks.
OR
COMBINATION OF EXPERIENCE AND EDUCATION: At least 1 year of combined graduate education and experience as defined in paragraphs above
SPECIALIZED EXPERIENCE GS-11 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experience for this position includes:
- Experience that demonstrated an accomplishment of computer project assignments that required a range of knowledge of computer requirements and techniques. For example, assignments would show experience in developing modifications to parts of a system that required significant revisions in the logic or techniques used in the original development. Must have been in an IT field or work where the primary concern was the subject matter of the IT application. The assignments must have shown completion of the following, or the equivalent:
- Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization.
- Planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls.
- Adaptation of guidelines or precedents to the needs of the assignment.
OR
EDUCATION: You may substitute education for specialized experience as follows: a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to a Ph.D. OR equivalent doctoral degree in computer science, information science, information systems management, mathematics, statistics, operations research, engineering or technology management; OR equivalent doctoral degree in one or more of the fields identified above that provided a minimum of 24 semester hours in the development or adaptation of applications, systems or networks.
OR
COMBINATION OF EXPERIENCE AND EDUCATION At least 1 year of combined graduate education and experience as defined in paragraphs above.
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 (Section 3, Explanation of Terms) or 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.
- Alternative work schedule, staggered work hours or telework may be available.
- In the event that a building is closed due to rent management, new hires may be placed in a local commuting location.
- 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.
- Relocation expenses - NONE.
- Pay retention may be offered based on applicable laws and regulations.
- If this position is covered by a formal development plan, pay retention will be offered where applicable based on law and regulation.
National Treasury Employees Union - NTEU
Benefits
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 resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a "not qualified" determination. Applicants who disqualify themselves will not be evaluated further.
Rating: Your application will be evaluated on the Critical Job Elements (CJE) of the position to be filled, in accordance with Article 13 of the IRS/NTEU National Agreement. Your application will also be rated and ranked among others, based on your responses to the online questions/assessment. Your experience, education, training, prior performance, and awards, relevant to the position being filled, will be considered throughout the hiring process. IRS employees may obtain most recent awards listing at https://persinfo.web.irs.gov/.
Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices). We WILL NOT reimburse costs related to the interview such as travel to and from the interview site.
If you are a displaced or surplus Federal employee eligible for Career Transition Assistance Plan (CTAP), you must receive a score of 80 or better to be rated as well qualified to receive special selection priority.
Benefits
Required Documents
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.
- Resume - Your resume MUST contain dates of employment (i.e., month/year to month/year or present). To ensure you receive full credit for relevant experience, include the hours worked per week. We recommend that your resume not exceed 5 pages. If including Federal service experience, you MUST provide the pay plan, series, and grade, i.e., GS-0301-09. If the pay plan, series, and grade are not provided, it may result in an ineligible determination.
Your resume must NOT include photographs, classified or government sensitive information, social security number (SSN), encrypted/digitally signed documents, or other inappropriate material or content. If your resume contains prohibited information as listed above, your application will be determined ineligible, and you will not receive consideration for this position. (Cover letters are optional.) Please view Resume Tips.
It is also recommended that your resume not include personal information such as age, gender, religion, race, disability, etc. - Online Application - Questionnaire responses
- Education - See Education Section above
- Performance Appraisal/Awards (if applicable) - You are strongly encouraged to submit a copy of your most recent, signed, completed annual performance appraisal which includes the final rating and copies of any incentive/performance awards you received. If a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.
- Registration/License (if applicable) - active, current registration/license
- IRS Reassignment Preference Program (RPP)(if applicable) - You MUST meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal. Your performance appraisal must have a fully successful or higher overall rating.
- Career Transition Assistance Plan (CTAP)(if applicable) - You MUST submit the required documentation as outlined at: Career Transition Assistance Plan (CTAP). If you are an IRS CTAP eligible, you can apply for jobs within and outside the commuting area. If you are a Treasury CTAP eligible can apply for jobs within the commuting area.
How to Apply
The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on 09/17/2024 and/or cut-off dates in this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on 09/17/2024.
To preview the Application Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12509312
- To begin the application process, click the "Apply Online" button.
- You will be re-directed to USASTAFFING to complete your application process; answer the online questions and submit all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need was not imported from USAJOBS, you may upload it directly into this application. To protect your privacy, we suggest you first remove your SSN).
- To complete, you must click the "Submit Application" button prior to 11:59 PM (ET) on 09/17/2024.
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: https://my.usajobs.gov/Account/Login . All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
Agency contact information
(ERC) Employee Resource Center
- Phone
- 866-743-5748
- Website
- https://irsgov.sharepoint.com/sites/EmployeeResources/SitePages/ERC-Help-Desk.aspx
- Address
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TS - CAS-Customer Account Services
1111 Constitution Ave NW
Washington, DC 20224
US
Next steps
Treasury believes in a working environment that supports inclusion; to review reasonable accommodation policies and procedures please visit https://www.opm.gov/policy-data-oversight/disability-employment/reasonable-accommodations/. We provide reasonable accommodation to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the application and hiring process.
Once your application package and online questionnaire is received you will receive an acknowledgement email. You are responsible for checking status updates and notifications in USAJOBS. Hard copy notifications will not be sent to you. You may check the status of your application for this position at any time by logging onto the USAJOBS "My Account" tab and clicking on "Application Status." For a more detailed update of your application status, you may click on "more information." Please notify us if your contact information changes after the closing date of the announcement. If your email mailbox is full or blocked (SPAM) you may not receive important communication that could affect your consideration for this position.
As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.
Fair and Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Help
Required Documents
The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.
- Resume - Your resume MUST contain dates of employment (i.e., month/year to month/year or present). To ensure you receive full credit for relevant experience, include the hours worked per week. We recommend that your resume not exceed 5 pages. If including Federal service experience, you MUST provide the pay plan, series, and grade, i.e., GS-0301-09. If the pay plan, series, and grade are not provided, it may result in an ineligible determination.
Your resume must NOT include photographs, classified or government sensitive information, social security number (SSN), encrypted/digitally signed documents, or other inappropriate material or content. If your resume contains prohibited information as listed above, your application will be determined ineligible, and you will not receive consideration for this position. (Cover letters are optional.) Please view Resume Tips.
It is also recommended that your resume not include personal information such as age, gender, religion, race, disability, etc. - Online Application - Questionnaire responses
- Education - See Education Section above
- Performance Appraisal/Awards (if applicable) - You are strongly encouraged to submit a copy of your most recent, signed, completed annual performance appraisal which includes the final rating and copies of any incentive/performance awards you received. If a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.
- Registration/License (if applicable) - active, current registration/license
- IRS Reassignment Preference Program (RPP)(if applicable) - You MUST meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal. Your performance appraisal must have a fully successful or higher overall rating.
- Career Transition Assistance Plan (CTAP)(if applicable) - You MUST submit the required documentation as outlined at: Career Transition Assistance Plan (CTAP). If you are an IRS CTAP eligible, you can apply for jobs within and outside the commuting area. If you are a Treasury CTAP eligible can apply for jobs within the commuting area.
Help
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: https://my.usajobs.gov/Account/Login . All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
Learn more about this agency
How to Apply
The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on 09/17/2024 and/or cut-off dates in this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on 09/17/2024.
To preview the Application Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12509312
- To begin the application process, click the "Apply Online" button.
- You will be re-directed to USASTAFFING to complete your application process; answer the online questions and submit all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need was not imported from USAJOBS, you may upload it directly into this application. To protect your privacy, we suggest you first remove your SSN).
- To complete, you must click the "Submit Application" button prior to 11:59 PM (ET) on 09/17/2024.
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: https://my.usajobs.gov/Account/Login . All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
Agency contact information
(ERC) Employee Resource Center
- Phone
- 866-743-5748
- Website
- https://irsgov.sharepoint.com/sites/EmployeeResources/SitePages/ERC-Help-Desk.aspx
- Address
-
TS - CAS-Customer Account Services
1111 Constitution Ave NW
Washington, DC 20224
US
Next steps
Treasury believes in a working environment that supports inclusion; to review reasonable accommodation policies and procedures please visit https://www.opm.gov/policy-data-oversight/disability-employment/reasonable-accommodations/. We provide reasonable accommodation to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the application and hiring process.
Once your application package and online questionnaire is received you will receive an acknowledgement email. You are responsible for checking status updates and notifications in USAJOBS. Hard copy notifications will not be sent to you. You may check the status of your application for this position at any time by logging onto the USAJOBS "My Account" tab and clicking on "Application Status." For a more detailed update of your application status, you may click on "more information." Please notify us if your contact information changes after the closing date of the announcement. If your email mailbox is full or blocked (SPAM) you may not receive important communication that could affect your consideration for this position.
As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.
Fair & Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Beginning of a dialog window for the agency announcing this job. It begins with a heading 2 called "Learn more about Field Operating Offices of the Office of the Secretary of the Army". Escape will cancel and close the window.
Learn more about
Internal Revenue Service
WHY IS THE IRS A GREAT PLACE TO WORK? As an IRS employee, you will feel proud knowing you helped make America stronger while working at one of the world's biggest financial institutions. You will be part of an organization that collects over $2 trillion in revenue and processes over 200 million tax returns annually. We are proud of how we apply the tax law with integrity and fairness to all. The IRS hires talented and dedicated individuals from many backgrounds, including accounting, business, finance, law enforcement and information technology. You will be challenged & supported on a daily basis. Whether you are just starting out or looking for a new opportunity, consider an IRS career.
The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world. Come Join the Department of the Treasury and Invest in Tomorrow.
Agency contact information
(ERC) Employee Resource Center
- Phone
- 866-743-5748
- Website
- https://irsgov.sharepoint.com/sites/EmployeeResources/SitePages/ERC-Help-Desk.aspx
- Address
-
TS - CAS-Customer Account Services
1111 Constitution Ave NW
Washington, DC 20224
US