Field Support Technician (Journeyman)

• Provide on-site and remote support for USMEPCOM Headquarters, MEPS, Remote Processing Substations, COOP sites, and other supported locations.
• Diagnose and resolve network, telecommunications, cabling, hardware, software, and end-user device incidents, including LAN, WAN, VPN, circuit, router, switch, firewall, and wireless problems.
• Participate in on-call rotations supporting 24/7/365 outage response, responding within contractual timeframes and providing timely findings and status during Severity (SEV) 1 and SEV 2 incidents.
• Execute approved troubleshooting, recovery, and contingency procedures, implement approved workarounds, and verify restoration with site personnel before ticket closure.
• Document incident timelines, diagnostic steps, and resolutions, and collect logs, photographs, and test results for incident reporting and root-cause analysis.
• Install, configure, test, maintain, and replace laptops, desktops, thin/zero clients, network devices, VoIP handsets, mobile devices, and peripherals, verifying secure configuration before network connection.
• Install, terminate, test, label, and document copper and fiber-optic cabling, and maintain racks, patch panels, and telecommunications spaces.
• Assist with site surveys and support MEPS relocations, refreshes, network cutovers, and planned maintenance.
• Coordinate with installation service providers on Recruiting Services Network, NIPR, cloud, and remote-network incidents, and support COOP exercises and disaster-recovery activities when assigned.
• Maintain site inventories, rack layouts, as-built diagrams, and installation documentation, and update field guides and SOPs.
• Follow security, safety, change, asset, and configuration-management procedures, and report recurring problems and field activity for program reporting.

Required:

• Associate’s degree in Information Technology, Networking, Telecommunications, or a related field, or equivalent professional experience where permitted by the labor category.
• Minimum of four (4) years of relevant IT field support, network support, telecommunications support, structured cabling, or equipment installation experience.
• Experience troubleshooting network connectivity, end-user devices, and telecommunications equipment, and installing structured cabling and network-connected equipment.
• Ability to follow technical diagrams, rack layouts, and recovery procedures and to maintain accurate tickets and documentation.
• Strong customer-service, communication, organizational, and problem-solving skills.

Preferred:

• Experience supporting federal or DoD IT environments across geographically dispersed locations.
• Experience supporting SEV 1 or SEV 2 outage response using ServiceNow or another ITSM platform.
• Hands-on experience terminating, testing, and troubleshooting copper and fiber-optic cabling.
• Experience supporting routers, switches, circuits, firewalls, VPNs, wireless, VoIP, and unified communications.
• Experience with site surveys, relocations, refreshes, COOP exercises, and familiarity with DISA STIGs.

• Required: Ability to meet applicable DoDM 8140.03 qualification requirements for the assigned work role.
• Preferred: CompTIA A+, CompTIA Network+, CCNA, BICSI cabling or telecommunications certification, CompTIA Security+, or another certification aligned with the assigned DoDM 8140.03 work role.

Work Environment / Travel:

• Remote or field-based when not providing on-site support; Chicago, IL–area candidates preferred.
• Technicians may be assigned to USMEPCOM Headquarters, MEPS, Remote Processing Substations, COOP facilities, and other locations; travel is required.
• Participation in an on-call support rotation is required.

Administrative Notes:

Period of Performance: March 1, 2027 – February 28, 2033

Contract Start Date: March 1, 2027