Field Support Technician (Journeyman)

DecisionPoint | Cortek•Chicago, IL

About The Position

DecisionPoint seeks four 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, equipment installations, facility relocations, and outage recovery. Technicians diagnose and resolve incidents remotely and on site, carry out approved installation and recovery procedures, and coordinate with service-desk staff, field operations, engineering teams, local IT providers, carriers, vendors, and Government personnel. They maintain accurate trouble tickets, equipment records, site documentation, and evidence of service restoration. The positions are remote or field-based when on-site support is not being provided. Chicago-area candidates are preferred, but assignments may include USMEPCOM Headquarters, Military Entrance Processing Stations, Remote Processing Substations, COOP facilities, and other locations within USMEPCOM’s area of responsibility. Travel and participation in an on-call support rotation are required. The role supports 24/7/365 outage response and remote-location support requirements. Applicants acknowledge and consent to having their resumes included in an active competitive government contract bid. By applying and submitting a resume, candidates also authorize DecisionPoint Corporation to share the resume and personal information in it with subsidiaries, affiliates, and teaming partners for consideration for this and comparable positions.

Requirements

Active Secret clearance or higher.
Associate’s degree in information technology, networking, telecommunications, or a related field, or equivalent professional experience where permitted by the applicable labor category.
At least four years of relevant experience in IT field support, network support, telecommunications support, structured cabling, equipment installation, or related technical services.
Ability to meet applicable DoDM 8140.03 qualification requirements for the assigned work role.
Experience troubleshooting network connectivity, end-user devices, telecommunications equipment, or related IT infrastructure.
Experience installing, maintaining, or troubleshooting structured cabling and network-connected equipment.
Ability to follow technical diagrams, installation plans, rack layouts, cabling documentation, and approved recovery procedures.
Ability to maintain accurate trouble tickets, equipment records, incident notes, and technical documentation.
Ability to participate in an on-call rotation and provide after-hours incident support when required.
Ability to travel and provide hands-on support at geographically dispersed USMEPCOM and MEPS locations.
Strong customer-service, communication, organizational, and problem-solving skills.

Nice To Haves

CompTIA A+ certification.
CompTIA Network+ certification.
Cisco Certified Network Associate certification.
BICSI cabling or telecommunications certification.
CompTIA Security+ or another certification aligned with the assigned DoDM 8140.03 work role.
Experience supporting federal or Department of Defense IT environments.
Experience providing field support across geographically dispersed enterprise locations.
Experience supporting SEV 1 or SEV 2 outage-response and service-restoration activities.
Experience using ServiceNow or another enterprise IT service-management platform.
Hands-on experience installing, terminating, testing, labeling, and troubleshooting copper and fiber-optic cabling.
Experience supporting routers, switches, circuits, firewalls, VPNs, wireless devices, and remote-network connections.
Experience supporting VoIP, telecommunications circuits, mobile devices, or unified communications equipment.
Experience conducting site surveys or supporting facility relocations, technology refreshes, or network cutovers.
Experience supporting COOP exercises, disaster recovery, or mission-continuity activities.
Familiarity with DISA Security Technical Implementation Guides and secure device-configuration requirements.
Experience maintaining equipment inventories, as-built diagrams, rack layouts, and site-specific configuration documentation.

Responsibilities

Provide on-site and remote technical support for USMEPCOM Headquarters, MEPS, Remote Processing Substations, COOP sites, and other supported locations.
Diagnose and resolve network connectivity, telecommunications, cabling, hardware, software, peripheral, and end-user device incidents.
Troubleshoot LAN, WAN, internet, VPN, circuit, router, switch, firewall, wireless, and remote-site connectivity problems.
Support 24/7/365 outage response and remote-location support; participate in scheduled on-call rotations and respond within established contractual timeframes.
Receive, document, assess, and troubleshoot outage notifications and service requests; execute approved troubleshooting, recovery, restoration, and contingency procedures.
Support SEV 1 and SEV 2 outages by providing technical findings, action updates, and restoration status; coordinate with operational, service-desk, outage-response, and engineering teams.
Coordinate with local IT providers, telecommunications carriers, equipment vendors, utilities, and other third parties as directed.
Implement approved temporary workarounds when full restoration is not immediately possible.
Document incident timelines, diagnostic steps, equipment status, communications, corrective actions, resolutions, and evidence for reporting and root-cause analysis.
Verify restoration with site personnel and update tickets before closure.
Install, configure, test, maintain, replace, and remove computers, network devices, telecommunications equipment, and peripherals.
Support routers, switches, circuits, firewalls, wireless devices, storage devices, and other USMEPCOM-owned equipment; verify secure configuration and testing before network installation.
Support approved software, firmware, operating-system, security, and configuration updates.
Install, terminate, test, label, troubleshoot, and document copper and fiber-optic cabling; maintain network racks, patch panels, cable pathways, faceplates, and telecommunications spaces according to applicable standards.
Assist with site surveys to identify equipment, cabling, network-drop, rack-space, access, power, and installation requirements.
Support MEPS relocations by disconnecting, packing, tracking, transporting, reinstalling, testing, and documenting network equipment and supplies.
Support technology refreshes, equipment replacements, network cutovers, and planned maintenance.
Provide end-user device support, including configuration, installation, and maintenance of laptops, desktops, zero clients, and thin clients.
Support VoIP handsets, mobile devices, telecommunications circuits, and related communications equipment.
Coordinate with installation service providers to resolve Recruiting Services Network, NIPR internet, cloud-connectivity, and remote-network incidents.
Support assigned COOP exercises, activations, equipment refreshes, and disaster-recovery activities.
Maintain trouble tickets with accurate, timely service-lifecycle updates.
Maintain site-specific inventories, configuration records, rack layouts, as-built diagrams, and installation documentation; update equipment records after installation, replacement, transfer, relocation, repair, or removal.
Create or update field guides, installation instructions, troubleshooting procedures, checklists, and standard operating procedures.
Identify recurring problems and recommend troubleshooting, preventive maintenance, documentation, training, or engineering support.
Follow applicable security, safety, change-management, asset-management, and configuration-management procedures.
Provide field-support activity, outage, risk, issue, and corrective-action information for program reporting.