COOP Site Support Technician / ORT Analyst (Senior)

DecisionPoint | Cortek • Indianapolis, IN

14d • Onsite

About The Position

DecisionPoint seeks a senior-level COOP Site Support Technician / Outage Response Team (ORT) Analyst to provide on-site technical support at the USMEPCOM Continuity of Operations (COOP) site in Indianapolis, Indiana. The role supports local-area network administration, end-user devices, telecommunications, network equipment, backups, system recovery, outage response, and COOP readiness.

The position follows a staggered staffing schedule intended to ensure qualified on-site coverage from 0600 through 1800 Central Time, Monday through Friday. The technician participates in an activation roster and must be able to report to the COOP site within 60 minutes when activated. The position also requires availability for 24/7/365 remote or on-site support during COOP exercises, activations, or mission-critical incidents, including possible after-hours, weekend, holiday, surge, and emergency support.

The technician participates in quarterly COOP exercises lasting approximately one to three days. During exercises and activations, the role coordinates with engineering teams, field-support personnel, the Service Desk, the ORT, telecommunications providers, vendors, and Government stakeholders to validate systems, restore services, document results, and resolve technical issues. Responsibilities also include maintaining site inventories and technical documentation, supporting backup and restoration activities, tracking readiness and corrective actions, and assisting with COOP technology refreshes and modernization. Enhanced Trust Agent duties may be performed when the employee is trained, authorized, and assigned.

The position is on site in Indianapolis, Indiana. By applying, candidates acknowledge and consent to having their resume included in an active competitive government contract bid.

Requirements

• Active Secret clearance or higher.
• Associate’s degree in information technology or a related field, or equivalent professional experience.
• At least seven years of relevant experience in systems administration, network administration, infrastructure support, COOP/disaster recovery, outage response, or a related technical discipline.
• Experience providing hands-on support for enterprise networks, systems, end-user devices, telecommunications, or related infrastructure.
• Experience troubleshooting and restoring network, system, telecommunications, or end-user services.
• Experience supporting backups, restoration, continuity exercises, disaster recovery, or operational-readiness activities.
• Ability to work on site in Indianapolis, Indiana.
• Ability to participate in staggered scheduling supporting on-site coverage from 0600 through 1800 Central Time on weekdays.
• Ability to report to the COOP site within 60 minutes when assigned to the activation roster.
• Ability to participate in quarterly COOP exercises lasting approximately one to three days.
• Ability to support after-hours, weekend, holiday, surge, or 24/7 emergency coverage during exercises, outages, or COOP activation.
• Ability to maintain accurate incident timelines, configuration records, recovery procedures, test results, and technical documentation.
• Strong written, verbal, customer-service, coordination, and technical problem-solving skills.

Nice To Haves

• Bachelor’s degree in information technology, information systems, computer science, or a related field.
• Experience supporting federal or Department of Defense COOP environments.
• Experience participating in COOP exercises, disaster-recovery testing, failover, failback, or backup restoration.
• Experience with Windows or Linux system administration.
• Experience supporting LAN equipment, routers, switches, circuits, firewalls, storage devices, and enterprise backup systems.
• Experience supporting VMware, virtual desktops, or virtualized infrastructure.
• Experience supporting VoIP, landline, mobile-device, or other telecommunications services.
• Experience working with an Outage Response Team, Network Operations Center, Service Desk, or major-incident team.
• Experience using ServiceNow or another enterprise IT service-management platform.
• Familiarity with DoD public-key infrastructure or Enhanced Trust Agent responsibilities.
• CompTIA Network+ certification.
• CompTIA Security+ certification.
• Cisco Certified Network Associate certification.
• ITIL v4 Foundation certification.
• Relevant Microsoft, VMware, Linux, cloud, continuity, or disaster-recovery certification.

Responsibilities

• Provide dedicated on-site IT support at the USMEPCOM COOP facility.
• Participate in staggered scheduling to support qualified on-site technician coverage from 0600 through 1800 Central Time, Monday through Friday.
• Maintain availability for 24/7/365 remote or on-site support during COOP exercises, activations, or mission-critical incidents.
• Participate in an activation roster capable of providing a qualified technician on site within 60 minutes of activation.
• Maintain contact information, call trees, escalation paths, access procedures, and activation instructions; test the roster and document readiness, gaps, corrective actions, and contact changes.
• Coordinate with program leadership to identify and maintain a qualified local backup technician.
• Provide LAN administration, end-user device support, telecommunications support, and general infrastructure support at the COOP site.
• Configure, install, test, maintain, troubleshoot, and replace network equipment and end-user devices, including switches, routers, circuits, firewalls, storage devices, laptops, desktops, thin clients, zero clients, and peripherals.
• Support user connectivity, authentication, software, hardware, peripheral, printing, workstation, landline, VoIP, mobile-device, and circuit issues.
• Coordinate telecommunications support with local service providers, utilities, carriers, vendors, and other third parties as needed.
• Monitor local systems and network services for outages, degradation, capacity constraints, and abnormal conditions; receive, document, assess, and escalate outage notifications and operational issues.
• Participate in ORT activities and provide immediate technical response during COOP-site incidents and mission-impacting outages.
• Support SEV 1 and SEV 2 response by documenting actions, maintaining technical timelines, and providing timely status information.
• Coordinate restoration activities with network, systems, storage, virtualization, database, application, cybersecurity, telecommunications, field-support, and Service Desk teams.
• Implement approved temporary workarounds or contingency measures when full restoration is not immediately possible; validate restored services and provide technical evidence supporting incident closure.
• Collect logs, system information, test results, screenshots, photographs, and other evidence for incident reporting and root-cause analysis.
• Maintain and test applicable system and configuration backups; support approved restoration from backups, verify backup integrity, and document backup and restoration test results.
• Participate in quarterly COOP exercises lasting approximately one to three days and coordinate engineering and field-support surge personnel during exercises and activations.
• Support controlled readiness testing between primary and backup data-center environments, including approved power-cycle, failover, recovery, restoration, and validation activities.
• Validate network, telecommunications, endpoint, infrastructure, application-access, and user-support capabilities during COOP testing.
• Record exercise events, timelines, issues, decisions, workarounds, results, and corrective actions; participate in planning meetings, readiness reviews, technical briefings, and after-action reviews.
• Identify deficiencies in procedures, staffing, equipment, connectivity, access, documentation, backups, and recovery capabilities; track corrective actions through resolution and verify updated procedures have been tested.
• Assist with development and maintenance of a multi-year continuity test and exercise program.
• Support COOP technology refreshes and modernization, including transitions from on-premises services to centralized hosting where applicable.
• Perform Enhanced Trust Agent duties when trained, authorized, and assigned; support applicable identity, authentication, certificate, and access-enablement requirements.
• Maintain inventories of COOP-site hardware, network devices, telecommunications equipment, software, and supporting documentation.
• Maintain site-specific configurations, network diagrams, rack layouts, circuit records, asset information, and recovery documentation.
• Develop and update standard operating procedures, recovery checklists, activation instructions, troubleshooting guides, and field documentation.
• Maintain accurate incident, request, change, configuration, asset, backup, restoration, and exercise records.
• Follow approved incident, problem, change, configuration, security, asset, continuity, and quality-management processes.
• Provide COOP readiness, exercise, outage, risk, issue, backup, and corrective-action information for program reporting.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree