Senior Field Support Technician / Deputy Lead

• Provide advanced remote and on-site troubleshooting for network, telecommunications, cabling, hardware, software, end-user device, and connectivity incidents.
• Serve as primary deputy to the Field Operations Lead; assign work, clarify priorities, monitor progress, and provide hands-on leadership to technicians during incidents, installations, refreshes, cutovers, and site moves.
• Support 24/7/365 outage response through on-call coverage; triage outage notifications and respond within contractual timeframes.
• Support Severity (SEV) 1 and SEV 2 incidents by coordinating technicians, maintaining incident timelines, and providing timely status to incident leadership.
• Coordinate with the Service Desk, engineering teams, local IT service providers, carriers, utilities, and vendors; implement approved workarounds and verify restoration with site personnel.
• Collect logs, test results, photographs, and other evidence for root-cause analysis and incident reporting.
• Troubleshoot LAN, WAN, internet, VPN, circuit, router, switch, firewall, Recruiting Services Network, NIPR, and cloud-connectivity issues.
• Configure, install, test, and replace laptops, desktops, thin/zero clients, network and telecommunications equipment, VoIP devices, and peripherals, ensuring secure configuration before network connection.
• Perform and oversee copper and fiber cabling, patch-panel changes, rack maintenance, cable testing, and labeling; support site surveys and MEPS equipment relocations.
• Support COOP exercises and activations, equipment refreshes, backup restoration, and disaster-recovery activities when assigned.
• Maintain site inventories, configuration records, as-built diagrams, and rack layouts; develop field guides and SOPs and review completed field-work documentation.
• Mentor technicians, identify recurring problems, and provide field-support metrics, risks, issues, and corrective actions for program reporting.

Required:

• Bachelor’s degree in Information Technology, Networking, Computer Science, or a related field, or equivalent professional experience where permitted by the labor category.
• Minimum of six (6) years of experience supporting enterprise IT operations, field services, network connectivity, telecommunications, cabling, or related infrastructure.
• Advanced troubleshooting experience and experience coordinating technicians or leading hands-on work during incidents, installations, cutovers, or outage recovery.
• Experience supporting remote users or geographically dispersed locations, and ability to work from technical diagrams, rack layouts, cabling documentation, and recovery procedures.
• Strong written and verbal communication skills, including the ability to provide clear technical direction and accurate documentation during incidents.

Preferred:

• Experience supporting federal or DoD enterprise IT environments as a technical, shift, team, or deputy lead.
• Experience supporting SEV 1 and SEV 2 incidents in a 24/7 environment using ServiceNow or another ITSM platform.
• Hands-on experience installing, terminating, testing, and troubleshooting copper and fiber-optic cabling.
• Experience supporting routers, switches, circuits, firewalls, VPNs, wireless, VoIP, and remote-network connections.
• Experience with COOP exercises, site surveys, technology refreshes, or facility relocations, and familiarity with DISA STIGs.

• Required: Ability to meet applicable DoDM 8140.03 qualification requirements for the assigned work role.
• Preferred: CCNA, CompTIA Network+, ITIL 4 Foundation, BICSI cabling or telecommunications certification, CompTIA Security+, or another certification aligned with the assigned DoDM 8140.03 work role.

Work Environment / Travel:

• Remote position; Chicago, IL–area candidates preferred.
• Travel and on-site support at USMEPCOM Headquarters, MEPS, Remote Processing Substations, COOP sites, and other locations may be required.
• Participation in on-call and after-hours support rotations is required.

Administrative Notes:

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

Contract Start Date: March 1, 2027