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Job Title: Customer Support IT Specialist (Open to all U.S. Citizens) - Washington, DC
Company Name: FBI
Position Type:
Post Date: 10/16/2020
Expire Date: 12/31/2020
Job Description
Customer Support IT Specialist (Open to all U.S. Citizens) - Washington, DC

Relocation expenses may be borne by the FBI.

Job Posting Title: Customer Support IT Specialist (Open to all U.S. Citizens) – Washington, DC

Are you interested in a career supporting investigative and intelligence operations at America’s premier national security and law enforcement agency? Do you have experience or the desire to work among the best while testing your IT skills and providing support to the Bureau’s technical systems and services?

As a Customer Support IT Specialist you will shape and operate the Bureau’s IT enterprise by establishing and maintaining technology assets, analyzing and troubleshooting complex technical problems and providing direct assistance towards identifying a resolution. You will also work with ensuring the availability of technical services and systems, playing a key role in supporting critical investigations by maintaining overall operational efficiency.

The Federal Bureau of Investigation (FBI) is looking for Customer Support IT Specialists for Divisions in Washington, D.C.

All qualified candidates within the United States and its territories may apply.

Location: Washington, D.C.

This posting will close on July 29, 2020 at 11:59 PM EST.

Questions regarding this posting should be addressed to FBI_HQStaffing@fbi.gov

About Us
The mission of the FBI is to protect the American people and uphold the Constitution of the United States.

Division Descriptions  

IT Enterprise Services Division: The IT Enterprise Services Division (ITESD) provides first-class IT customer services to the FBI, delivering reliable and effective technical solutions to agents, professional staff and external partners. ITESD is responsible for providing IT strategic management, enterprise deployment management and service operations management for the FBI’s IT systems.

IT Infrastructure Division: The IT Infrastructure Division (ITID) provides the FBI with IT infrastructure service that are agile and innovative in support of the FBI’s mission. ITID delivers state of the art network transport and communications, identity and access management, and mobility platform technologies to enable timely and secure collaboration between the FBI and its partners worldwide.  

IT Applications and Data Division: The IT Applications and Data Division (ITADD) provides innovative applications and data services across the FBI, touching every employee. Our software helps agents and analysts manage cases, sources, threats, intelligence, evidence, and records. ITADD provides state-of-the-art technologies to simplify data retrieval and dissemination, strengthening the Bureau’s ability to meet real-time national security, intelligence, counterintelligence, counterterrorism, and law enforcement challenges.

Working Hours: Will vary depending on Division needs

Travel: Will vary depending on Division needs

Salary & Benefits
GS-11: $72,030.00 - $93,638.00
GS-12: $86,335.00 - $112,240.00
GS-13: $102,663.00 - $133,465.00
GS-14: $121,316.00 - $157,709.00

Full Performance Level: GS-14

The FBI offers a comprehensive benefits package that includes, in part, paid vacation; sick leave; holidays; life insurance; health benefits; and participation in the Federal Employees Retirement System.
This link provides an overview of the benefits currently offered to Federal employees:  http://www.opm.gov/insure/new_employ/index.asp

Key Requirements
•    Must be a U.S. citizen
•    Must be able to obtain a Top Secret clearance
•    Sensitive Compartmented Information (SCI) clearance may be required. If so, certain disclosure forms will be required.

Physical Demands:  While some of the work is sedentary, there is a frequent requirement for regular and recurring lifting and carrying of heavy weight (over 50 pounds) and occasional lifting and carrying of heavier material and objects.

Major Duties
As a Customer Support IT Specialist you will:
•    Provide technical support to all levels of personnel concerning the implementation and daily operations of the computer systems and individual microcomputer functions in the office.
•    Serve as point of contact of user complaints concerning computer malfunctions; analyzing and troubleshooting error conditions of varying complexity.
•    Review operational needs to detect, diagnose, and resolve significant problems or error conditions relating to computer or related IT products and services.
•    Support the planning and modification or development of complex systems involving non-standard Bureau operating systems or those involving complex integrated systems.
•    Manage short and long-range IT projects.
•    Monitor testing and implementation plans, and conduct post implementation evaluations of IT systems to determine performance.

Qualification Requirements

Applicants can qualify for GS level based on Specialized Experience (SE), Education, or a combination of both as outlined below.

Your application will be evaluated for Specialized Experience (SE) and/or Education, compared to your responses to the online assessment questionnaire, and will be used to determine whether you meet the qualification requirements for each GS level. If you meet all qualification requirements, and are deemed Competitive, you will be referred to respective hiring managers for further consideration. Self-assessment that is not supported by information in your resume, and/or supporting documents, will eliminate you from Competitive status.

Applicants must meet ALL requirements by the closing date of this job posting.

Specialized Experience (SE)
In order for you to qualify based on Specialized Experience (SE) alone, you must possess the SE below for the various GS levels. Please ensure all specialized experience can be identified in your resume.

GS-11: The applicant must possess at least one (1) year of SE equivalent to the GS-09 level, as defined below:
•    Configured, installed, repaired, and/or maintained computer networks, desktops, and mainframe operating systems.
•    Diagnosed and resolved system problems by analyzing problems and issues.
•    Worked with clients and customers to assess their needs; provided assistance, resolved problems, and provided quality products and services.

GS-12: In addition to the above, applicant must possess at least one (1) year of SE equivalent to the GS-11 level, as defined below:
•    Configured, installed, repaired, and maintained computer networks; desktops; and mainframe operating systems.
•    Diagnosed and resolved system problems by analyzing a variety of conditions, problems and issues regarding hardware, software, and networks.

GS-13: In addition to the above, applicant must possess at least one (1) year of SE equivalent to the GS-12 level, as defined below:
•    Provided guidance to various levels of personnel regarding administrative and technical matters related to IT programs and/or services.
•    Monitored testing and implementation plans, and conduct post implementation evaluations of IT systems to determine performance.

GS-14: In addition to the above, applicant must possess at least one (1) year of SE equivalent to the GS-13 level, as defined below:
•    Managed complex and advanced short and long-range IT projects.
•    Provided guidance to executive management regarding all technical issues which pertain to planning, designing, developing, procuring, operating and maintaining IT systems.


Education may be substituted for SE, and all degrees must be from an accredited college or university. Transcripts are required when qualifying based on education.

GS-11: Applicant must have a Ph.D. OR equivalent doctoral degree OR 3 full years of progressively higher level graduate education leading to such a degree OR LL.M., if related.

Education cannot be substituted for specialized experience at the GS-12, GS-13 or GS-14 level.

Degrees must be in one of the following fields: computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management OR a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

Education completed in foreign colleges or universities may be used to meet the above requirements provided you can show foreign education is comparable to that received in an accredited educational institution in the United States.

How to Apply

For detailed instructions related to applying, uploading documents, withdrawing an application or updating your application, please review instructions on How to Apply.  You must complete this application process and submit all required documents by 11:59 p.m. Eastern Standard Time (EST) on the closing date of this posting. If applying online is a hardship, please use the contact information listed in the job posting prior to the closing date for assistance.

Required Documents
The required documents include:
1. A resume (noting relevant work experience and associated start and end dates)
2. A complete online assessment questionnaire
3. College transcript(s) (if qualifying based on education)
4. Memorandum of Understanding (MOU) (if applicable)
- Attach the Memorandum of Understanding to your application in the “Cover Letters and Attachments” section of My Career Tools on the Careers Home page. Please upload the attachment as type “Other.”

For current or former federal employees:
•    Notification of your most recent Personnel Action, SF-50 (showing current grade level and salary).
•    Most recent Performance Appraisal (if available). Please Note: This does not apply to current FBI employees.

For Veterans:
•    Please attach your DD-214 and/or statement of eligibility
•    Disabled Veterans – attach your DD-214, SF-15, and VA letter dated 1991 or later.

Additional Information
•    The FBI is in the Executive Branch of the federal government. It is one of the components of the Department of Justice (DOJ). The FBI is the principle investigative arm of the DOJ. All FBI positions are in the excepted service.
•    Applicants must be U.S. citizens and consent to a complete background investigation, urinalysis, and polygraph. You must be suitable for Federal employment; as determined by a background investigation.
•    Failure to provide necessary and relevant information required by this job posting may disqualify you from consideration. Additional information will not be requested if your application is incomplete. You application will be evaluated solely on the basis of information you have submitted.
•    Management may select any grade for which this position has been announced.
•    Identification of promotion potential in this posting does not constitute a commitment or an obligation on the part of management to promote the employee selected at some future date. Promotion will depend upon administrative approval and the continuing need for an actual assignment and performance of higher-level duties.
•    If you are hired, you will be required to serve a two-year probationary period. Probationary employees are precluded from being considered for all job opportunities until 12-months of their two-year probationary period has concluded. Probationary employees may be considered for competitive vacancies that are advertised within their respective division or field office after serving 90 days within the FBI.
•    Limited Movement: Policy has been implemented wherein support employees entering a position through a competitive OR non-competitive action may be precluded from moving to another position within the Bureau by means of reassignment or change to lower grade for a minimum of 12 months. This policy is waived for qualified personnel permanently assigned to Divisions identified to relocate to Huntsville, Alabama.

Veterans' Preference
If you are entitled to veterans' preference, you should indicate the type of veterans' preference you are claiming on your resume and application. Your veterans' preference entitlement will be verified by the FBI.

Nepotism is the act of favoring relatives in the hiring process, and is prohibited by law. Public officials are prohibited from hiring or promoting relatives, or relatives of officials in their chain of command, as well as actively or indirectly endorsing a relative’s appointment or promotion. During the hiring process, all selected candidates and FBI hiring managers will be required to certify they are not related to anyone involved in the hiring process.

Reasonable Accommodation Request
The FBI provides reasonable accommodations to qualified applicants with disabilities.  If you need a reasonable accommodation for any part of the application and/or hiring process, please notify the Office of Equal Employment Opportunity Affairs (OEEOA) Reasonable Accommodation (RA) Program by either e-mail at REASONABLE_ACCOMMODATIONS@ic.fbi.gov, telephone at 202-324-4128, or FAX at 202-324-3976.  Your request will receive an individualized assessment.
This e-mail address is only for reasonable accommodation requests.  Please do not submit your application and/or any questions unrelated to reasonable accommodations.  Should any applications be received, they will not be forwarded for consideration during the hiring process.

Equal Employment Opportunity
The FBI is an Equal Opportunity Employer and all qualified applicants will receive consideration for this vacancy. Except where otherwise prohibited by law, selection will be made without regard to, and there will be no discrimination because of color, race, religion, national origin, political affiliation, marital status, parental status, physical or mental disability, genetic information, age, sex, sexual orientation, membership or non-membership in an employee organization, or on the basis of personal favoritism, or any other non-merit factors.


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Company Name: FBI
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