Field Support Technician (Journeyman)

Computer World Services•North Chicago, IL

13d•$80,000 - $110,000

About The Position

Computer World Services, Corp. (CWS) seeks Field Support Technicians to provide hands-on technical support for the USMEPCOM ENLIST program. The role supports network connectivity, telecommunications, structured cabling, end-user equipment, remote locations, site surveys, installations, facility relocations, and outage recovery. Field Support Technicians diagnose and resolve incidents remotely and on site, execute approved installation and recovery procedures, and coordinate with the Service Desk, Field Operations Lead, engineering teams, local IT service providers, carriers, vendors, and Government personnel. They maintain accurate tickets, equipment records, and site documentation. The position includes travel to supported locations and participation in an on-call support rotation.

Requirements

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 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.
Ability to meet applicable DoDM 8140.03 qualification requirements for the assigned work role.
Active Secret clearance or higher.
Travel to supported locations is required.
Participation in an on-call support rotation is required.

Nice To Haves

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.
CompTIA A+, CompTIA Network+, CCNA, BICSI cabling or telecommunications certification, CompTIA Security+, or another certification aligned with the assigned DoDM 8140.03 work role.
Chicago, IL-area candidates preferred.

Responsibilities

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, respond within contractual timeframes, and provide 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.