Federal Bureau of Investigation

The mission of the Information Technology Services Division (ITSD) is to meet and/or exceed our customer's expectations for computer and telecommunications services in terms of quality, timeliness, and responsiveness through cost effective, schedule compliant, reliable, and secure leveraging of IT technologies for the FBI. This mission includes: operating and maintaining a robust, secure global information technology (IT) infrastructure, comprised of all enterprise operational systems assigned by the Chief Information Officer under the enterprise IT governance processes. ITSD is also responsible for promoting operational excellence through stable, reliable systems hosted on current equipment and systems software products; providing timely delivery of authorized FBI standard IT products and services; providing timely restoration of service following service interruption; and providing necessary supporting modification and enhancements to accommodate legislative mandate, regulatory change, and evolving system user requirements.

Types of Work Performed
The ITSD impacts a broad range of key areas broken down into the following sections: Customer Support, Enterprise Support, Infrastructure Support, Network Support and System Support.

Customer Support Section-The Customer Support Section provides and promotes quality, timely, and accurate customer IT services including desk-side computer technology support, IT Specialist training, and the acquisition of IT hardware for the Bureau. Work involves the planning and delivery of customer support services including installation, configuration, troubleshooting, customer assistance, and/or training in response to customer requirements.

Enterprise Support Section-The Enterprise Support Section sustains the FBI's mission by providing timely and accurate enterprise support services that meet and/or exceed the expectations of all FBI customers and enable them to perform at their highest potential. Services include operations and maintenance of analytical tools; public key infrastructure; account management; enterprise storage, enterprise backup, restoration, and archival of data; enterprise management system tools; enterprise web collaboration; vulnerability management; and customer assistance to troubleshoot problems.

Infrastructure Support Section-The Infrastructure Support Section provides reliable, continuous, efficient, integrated computing services in the areas of data center operations, enterprise level platform and operating system services, and tiered enterprise level Help Desk services in support of the FBI's IT infrastructure worldwide.

Network Support Section-The Network Support Section encompasses installing, configuring, and maintaining networks including hardware (servers, hubs, bridges, switches, and routers) and software that permit the sharing and transmission of information. This section also manages workspace requirements and the transition of systems through the IT lifecycle.

Systems Support Section-The Systems Support Section is responsible for translating technical specifications into programming specifications, developing, customizing, or acquiring software programs; and testing, debugging, and maintaining software programs. The nature of the work involves the design, documentation, development, modification, testing, installation, implementation, and support of new or existing applications software.

Useful Educational Backgrounds
The educational backgrounds of professionals in the Information Technology Services Division reflect various degrees in IT-related studies and/or certificates in studies related to specific IT careers. Specialized experience is also taken into consideration.

Career Advancement Opportunities
The Information Technology Operations Division has positions that start from the GS-7 and have advancement to the GS-15 and SES level. These positions Project Manager, Computer Scientist, IT Specialist, and Telecommunications Specialist. Some positions have their own career path. Promotions are merit based and require the demonstrated ability to perform higher-level duties.

Training Requirements and Opportunities
The Information Technology Operations Division has a continuing education requirement of 15 hours annually. Training opportunities should pertain to an employee's current assignment. Training is offered through a variety of means.

Travel Requirements
Some IT positions require travel. Usually, travel is domestic to support field investigations or attend conferences hosted by the FBI or other entities. International travel is possible and is specified in posted individual vacancy notices.