IT SPECIALIST 2210, GS-9/11, ALL US CITIZENS, IT INFRASTRUCTURE DIVISION, REDSTONE CUSTOMER EXPERIENCE UNIT, HUNTSVILLE, AL

This position advertised has been exempted from the federal civilian hiring freeze.
Current, FBI employees are ineligible to apply if serving under the same conditions as that for which is advertised, including:

• Appointing organization (FBI)
• Type of position (full-time, part-time, etc.)
• Same or higher grade
• Duty location (city or state)
• Type of appointment (permanent, temporary, etc.)

Job Opening : 59204
Open to ALL U.S. Citizens
Opening Date: 03/13/2025
Closing Date: 03/24/2025 11:59 pm (EST)
Questions regarding this opening should be directed to HRS Agnes Mazon at amazon@fbi.gov.
In order to recruit and retain highly qualified candidates, selectees may be eligible for incentives. All incentives are contingent on the approval of the Human Resources Division.
Job Summary
Position: IT Specialist, GS-9/11
Division: IT Infrastructure Division
Unit: Redstone Customer Experience Unit
Location: Huntsville, AL
Working Hours: 8:00am - 4:30pm (flexible)
Salary: GS-9 $63,643.00-$82,734.00
GS-11 $77,002.00-$100,098.00
Full Performance level: GS-14
Number of Positions Available: 1
Duration: Full Time/Permanent
Additional selections may be made from this announcement to fill positions within the same division when the position includes substantially the same duties, responsibilities, and qualifications.
Key Requirements

• Must be a U.S. citizen
• Must be able to obtain a Top Secret-SCI clearance

Mission Statement:
The mission of the FBI is to protect the American People and uphold the Constitution of the United States.
Major Duties:
The Redstone Customer Experience Unit (RCXU) provides IT desktop support services to FBI personnel located at Redstone Arsenal in Huntsville, Alabama. RCXU manages FBI Huntsville's IT eXperience (ITX), which provides walk-up for mobile devices, Unclassified Laptop Management Solution (ULMS) devices, and Enterprise Remote Access Service (ERAS) laptops. RCXU also troubleshoots and distributes PIV cards, RSA SecurID tokens, and CNSS PKI cards. RCXU specializes in the installation of IT hardware for newly constructed buildings and provides technology upgrades, along with top-notch IT support that aligns with FBI Huntsville's focus on cutting-edge science, cybersecurity, and technology.
GS-9:

• Provide technical support for IT hardware, including desktops, laptops, smartphones, printers and peripherals
• Assist with the installation, configuration, and setup of IT equipment for new and existing users.
• Troubleshoot hardware and software issue, escalating complex problems as needed
• Perform routine maintenance and updates on IT hardware to ensure optimal performance
• Document technical issues solutions, and systems updates for future reference
• Support end-users by providing guidance on basic IT-related inquires and best practices
• Collaborate with senior IT staff to implement new technical solutions
• Ensure compliance with IT policies and security protocols when handling equipment

GS-11 (In addition to the above):

• Provide technical support for IT hardware, including desktops, laptops, smartphones, printers and peripherals
• Assist with the installation, configuration, and setup of IT equipment for new and existing users.
• Assist in planning and executing IT projects, such as office reconfigurations, system upgrades, and equipment deployments
• Maintain documentation of IT systems, configurations, and troubleshooting procedures for internal reference.
• Diagnose and resolve hardware and software issues, escalating complex problems as needed

Qualifications and Evaluations
Please make sure your specialized experience/requirement(s) can be identified in your resume. Applicants must meet the qualification requirements by the closing date of this announcement.
Your application will be evaluated and rated under the FBI's Candidate Rating Procedures. Your resume and supporting documentation will be used to determine whether you meet the job qualifications listed in this announcement and will be compared to your responses to the online assessment questionnaire. High self-assessment in the vacancy questions that is not supported by information in your resume, and/or supporting documents may eliminate you from Most Competitive status.
Your application will then be placed in one of three categories: Most Competitive, Competitive, or Least Competitive. Names of candidates in the Most Competitive category will be sent to the hiring official for employment consideration. Veterans' preference will be applied.
All applicants will be rated on the following Competencies:

• Customer Service
• Information Management
• Technology Awareness

Specialized Experience (SE):
GS-9: Applicant must possess at least one (1) year of specialized experience equivalent to the GS-7 grade level. SE is defined as follows:

• Knowledge of computer hardware, operating systems, and peripheral devices
• Experience troubleshooting routine hardware and/or software issues
• Experience providing some instructions to users regarding basic utilization of computer equipment.
• Experience problem solving with a customer-focused approach to resolving IT issues
• Experience communicating clearly and effectively, both verbally and in writing.

GS-11: In addition to the above, applicant must possess at least one (1) year of specialized experience equivalent to the GS-9 grade level. SE is defined as follows:

• Knowledge of backup and recovery procedures to ensure data integrity
• Experience deploying and/or maintaining IT hardware, including desktops, laptops, smartphones and/or printers
• Experience analyzing end user requests and determining correct resolutions to the problem.

Education
All degrees must be from an accredited college or university. Education may be substituted for specialized experience as follows:
GS-9: Applicant must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related.
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.
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 . If applying online is a hardship, please use the contact information listed in the vacancy announcement prior to the closing date for assistance.
Required Documents
To apply to this position, interested applicants must provide a complete application package by the closing date which includes:

Your resume, specifically noting relevant work experience and associated start and end dates

A complete assessment questionnaire

Other supporting documents ( if applicable ):

• College transcripts, if qualifying based on education or if there is a positive education requirement
• Notification of Personnel Action, SF-50; not applicable to current FBI employees
• Memorandum for Record (MFR), Please see Additional Information
• Most recent Performance Appraisal; not applicable to current FBI employees
• Veterans: DD 214; Disabled Veterans: DD 214, SF-15, and VA letter dated 1991 or later

Documents that were uploaded one or more years ago will need to be uploaded again. Although an applicant may see these documents within their current profile, the HR Specialists may not have access to view them. All applicants are being asked to upload another copy (if applicable) to ensure the staffing units can review the complete application.
You must complete this application process and submit any required documents by 11:59 p.m. (EST) on the closing date of this announcement. If applying online is a hardship, please contact the HR Specialist listed in the vacancy announcement prior to the closing date for assistance.
What to Expect Next
Once your complete application is received we will conduct an evaluation of your qualifications and determine your ranking. The Most Competitive candidates will be referred to the hiring manager for further consideration and possible interview. You will be notified of your status throughout the process.
Additional Information

• Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols. Positions with fitness for duty requirements or those that require international travel may require proof of certain vaccinations.
• 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 vacancy announcement may disqualify you from consideration. Additional information will not be requested if your application is incomplete. Your 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 announcement 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 24-month 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.
• Memorandum for Record: Work performed outside assigned duties (that would not normally be documented on an SF-50, i. e., back-up duties), has to be documented in detail by an immediate supervisor in order to receive full credit for amount of time worked in that position. If no documentation is furnished no credit will be given for time worked in that position. The following notations must be specified in the documentation (Memorandum for Record):

a. Percent of time worked in the particular position (cannot conflict with main duties)
b. The month/year work began
c. Frequency worked (i.e., daily, monthly, etc.)
d. Specific duties performed
Attach the Memorandum for Record 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."
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 employing agency.
Nepotism
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 endorse 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_ACCOMMODA@fbi.gov , telephone at 202-324-2158, 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. Unless explicitly authorized by law, selection will be made without regard to, and there will be no discrimination because of, color, race, religion, national origin, marital status, parental status, physical or mental disability, genetic information, age (40 or over), sex, on the basis of personal favoritism, or any other non-merit factors.
Benefits
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

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