NY HELP YesAgency Taxation & Finance, StateTitle Taxpayer Services Specialist 1 (NY HELPS)Occupational Category Other Professional CareersSalary Grade 14Bargaining Unit PS&T - Professional, Scientific, and Technical (PEF)Salary Range From $52198 to $66634 AnnuallyEmployment Type Full-TimeAppointment Type PermanentJurisdictional Class Competitive ClassTravel Percentage 0%Workweek Mon-FriHours Per Week 37.5WorkdayFrom 8:30 AMTo 4:30 PMFlextime allowed? NoMandatory overtime? NoCompressed workweek allowed? NoTelecommuting allowed? NoCounty AlbanyStreet Address 299 Old Niskayuna RoadCity LathamState NYZip Code 12110Minimum Qualifications This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). For the duration of the NY HELPS Program, this title may be filled via a non- competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In June 2024, if a temporary NYHELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin. At a future date (within one year of permanent appointment), itis expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.NON-COMPETITIVE MINIMUM QUALIFICATIONS:? Taxpayer Services Specialist Trainee 1Associate’s degree or completion of 60 semester credit hours? Taxpayer Services Specialist Trainee 2Associate’s degree or completion of 60 semester credit hours and one year of experience testing tax processing systems and/or resolving tax return processing errors.? Taxpayer Services Specialist 1An associate’s degree or completion of 60 semester credit hours and two years of experience testing tax processing systems and/or resolving tax return processing errors.COMPETITIVE MINIMUM QUALIFICATIONS:• Current NYS employee eligible for transfer in accordance with Civil Service Laws, Rules, and Regulations. OR• Reachable on the appropriate eligible list for this title and location.Duties Description These positions will be assigned to the Processing and Shared Services Bureau. The incumbent may perform activities including but not limited to the following essential functions:? • Provide guidance to a team and/or other subordinate staff who process taxpayer return filings or payments and may individually handle more complex cases. • Effectively and logically communicate both verbally and in writing with both internal and external customers, such as taxpayers, tax professionals and software developers. Listen attentively, extract and assimilate pertinent facts to provide clear, concise, accurate answers. • Provide staff with technical assistance, guidance, and training in the methods, processes, policies, and procedures used to data capture and process the various types of return filings and payments of the Unit. • Assist in the development and implementation of new or revised procedures. • Identify training needs and may personally develop and conduct formal classroom, video, or on-the-job training for staff. • Evaluate and monitor unit workflow to ensure unit and bureau quality and timeliness objectives are met. • Identify trends, delays and problem areas from production reports and inform unit management of findings. • Use a personal computer requiring the manipulation of a standard alphanumeric keyboard to produce documents including letters, forms, email or to access taxpayer data related to refund claims, account information, registrations, permits and return processing errors. • Create written and oral reports and spreadsheets for management. • Participate in testing of system changes that impact data and reports including the development of test cases and conditions, the testing execution of them, and the creation of defects when necessary.• Participate in the testing of 2D barcoded vendor submissions to ensure compliance with the department’s specifications.• Participate with defect analysis; analyzing the defect by researching and working with internal and external staff to determine root cause of errors.• Work with internal and external staff to resolve network, server, security, database, system access, hardware, desktop software, virtual PCs, and similar type issues.• Adhere to the Department’s time and attendance rules and regulations. Perform with the highest level of integrity, acting within the Department’s code of conduct, state ethics laws and department policies.Additional Comments The Department of Taxation and Finance (DTF) strives to provide New Yorkers with the highest level of service possible. To do so, it is of the utmost importance that we recruit and retain a high-quality, skilled, and diverse workforce. Nearly 18 million New Yorkers rely on our employees to accurately apportion funds for schools, roads, medical care, security services, conservation programs, and much, much more. We are committed to administering the state’s tax systems fairly, courteously, and cost effectively We believe the way to do this is to partner the skills, creativity, and ingenuity of our workforce with the best technologies available. When responding to this posting, please include the Vacancy ID# and title in the subject line. Please provide your resume and social security number to determine appointment transfer eligibility. Note: Due to the nature of this position, newly hired employees will not be eligible to telecommute. After the specified training period, employees may be allowed to submit a telecommuting application in accordance with the Department’s policy and subject to management approval.Some positions may require additional credentials or a background check to verify your identity.Name Robert CarpinelloTelephone 518-451-1561FaxEmail Address W.A. Harriman State CampusBuilding 9, Room 256City AlbanyState NYZip Code 12227Notes on Applying Qualified candidates should copy the below web address into your browser to complete the online application for the Department of Tax and Finance. Within the application you will attach your resume, cover letter and transcripts. You may be contacted to provide your full Social Security Number for verification.