Senior Field Support Technician / Deputy Lead

DecisionPoint | Cortek • Chicago, IL

15d • Remote

About The Position

DecisionPoint seeks a Senior Field Support Technician / Deputy Lead to provide advanced troubleshooting, hands-on technical support, and field-team leadership for the USMEPCOM ENLIST program. The role supports remote locations, enterprise network connectivity, telecommunications, structured cabling, end-user devices, equipment installations, MEPS relocations, and outage recovery. It combines technical troubleshooting with team coordination, including coordinating technicians during assigned incidents, guiding complex installations and recovery activities, and serving as acting Field Operations Lead when the Lead is unavailable.

The position works with the Outage Response Team, Service Desk, network and systems engineers, Government personnel, local IT service providers, telecommunications carriers, vendors, and site personnel. It is remote, with Chicago-area candidates preferred. Travel and on-site support at USMEPCOM Headquarters, MEPS, Remote Processing Substations, COOP sites, and other supported locations may be required. Participation in on-call and after-hours support rotations is required. The role supports 24/7/365 outage response and remote-location operations.

Requirements

• Active Secret clearance or higher.
• Bachelor’s degree in information technology, networking, computer science, or a related field, or equivalent professional experience where permitted by the applicable labor category.
• Minimum six years of relevant experience supporting enterprise IT operations, field services, network connectivity, telecommunications, cabling, or related infrastructure.
• Ability to meet applicable DoDM 8140.03 qualification requirements for the assigned work role.
• Advanced experience troubleshooting enterprise network connectivity, end-user equipment, telecommunications systems, or related IT infrastructure.
• Experience coordinating technicians or providing hands-on technical leadership during incidents, installations, cutovers, or outage recovery.
• Experience supporting remote users or geographically dispersed operating locations.
• Ability to read and work from technical diagrams, rack layouts, cabling documentation, installation plans, and recovery procedures.
• Ability to accurately document incidents, troubleshooting actions, configuration changes, installations, and final resolutions.
• Strong written and verbal communication skills, including the ability to provide clear technical direction during operational incidents.
• Ability to participate in an on-call rotation and provide after-hours support when required.
• Ability to travel and provide on-site support at USMEPCOM and MEPS locations when required.
• Advanced technical troubleshooting and problem-isolation skills; ability to manage concurrent technical issues and changing priorities.
• Ability to remain calm and organized during mission-impacting events and work independently at remote or field locations.
• Strong customer-service, stakeholder-coordination, and operational communication skills; high attention to detail and consistent follow-through.

Nice To Haves

• Cisco Certified Network Associate certification.
• CompTIA Network+ certification.
• ITIL v4 Foundation 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 enterprise IT environments.
• Experience serving as a technical lead, shift lead, team lead, or deputy lead.
• Experience supporting SEV 1 and SEV 2 incidents in a 24/7 enterprise environment.
• Experience with 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, SIP, telecommunications circuits, mobile devices, or unified communications.
• Experience supporting COOP exercises, disaster recovery, or mission-continuity activities.
• Experience conducting site surveys and supporting network installations, technology refreshes, or facility relocations.
• 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 advanced remote and on-site troubleshooting for network, telecommunications, cabling, hardware, software, end-user device, and connectivity incidents.
• Serve as the primary deputy to the Field Operations Lead and perform lead responsibilities during assigned periods or absences.
• Coordinate field technicians during incidents, installations, refreshes, site moves, and restoration activities; assign work, clarify priorities, monitor progress, and escalate barriers.
• Provide hands-on technical leadership during complex installations, equipment replacements, network cutovers, and outage-recovery activities.
• Support 24/7/365 outage response and remote-location support; participate in on-call coverage and respond within established contractual timeframes.
• Receive, assess, document, and triage outage notifications, and provide immediate technical support for outages and significant service degradation affecting USMEPCOM and MEPS operations.
• Support SEV 1 and SEV 2 incidents by coordinating technicians, documenting actions, and providing timely status information to incident leadership.
• Maintain accurate incident timelines and coordinate with the Service Desk, engineering teams, local IT service providers, vendors, utilities, telecommunications carriers, and other third parties to resolve incidents.
• Implement approved temporary workarounds and contingency measures when immediate full restoration is not possible.
• Collect logs, equipment information, technician notes, test results, photographs, and other evidence for root-cause analysis and incident reporting; verify restoration with site personnel and update trouble tickets and incident records.
• Troubleshoot LAN, WAN, internet, VPN, circuit, router, switch, firewall, and remote-site connectivity problems, including Recruiting Services Network, NIPR internet, and cloud connectivity issues.
• Configure, install, test, maintain, and replace laptops, desktops, thin clients, zero clients, network devices, telecommunications equipment, and related peripherals.
• Support network-equipment installation and replacement, including switches, routers, circuits, firewalls, wireless devices, and other infrastructure components; verify secure configuration and testing before network connection.
• Support patching, firmware updates, operating-system upgrades, approved security configurations, and equipment recovery activities.
• Perform and oversee copper and fiber cabling work, patch-panel changes, rack maintenance, cable testing, labeling, and documentation.
• Help conduct site surveys to identify equipment, cabling, network-drop, rack-space, access, and installation requirements; support relocation of network equipment and supplies to new or renovated MEPS locations.
• Guide technicians using installation plans, cabling diagrams, equipment layouts, checklists, recovery procedures, and approved changes.
• Support remote-location telecommunications services, including VoIP equipment, mobile devices, circuits, and coordination with local service providers.
• Assist with COOP exercises, activations, equipment refreshes, backup restoration, and disaster-recovery support when assigned.
• Maintain site-specific equipment inventories, configuration records, as-built diagrams, rack layouts, and related technical documentation.
• Develop and update field guides, troubleshooting procedures, installation instructions, recovery checklists, and standard operating procedures; review field-work documentation for accuracy, completeness, and procedural compliance.
• Mentor technicians in troubleshooting, installation standards, escalation procedures, documentation, and customer communication.
• Identify recurring technical problems and recommend preventive actions, documentation improvements, training, or engineering support.
• Provide field-support metrics, accomplishments, outage information, risks, issues, and corrective actions for program reporting.
• Participate in incident reviews, operational readiness reviews, technical planning sessions, and continual-improvement activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior