Sr. Field Service Technician

CACI • National Harbor, MD

3d • Onsite

About The Position

CACI is seeking a Field Service Technician to join our technical operations team supporting the Department of Homeland Security. This role is responsible for on-site incident management, troubleshooting, and maintenance of enterprise network, unified communications, audio/visual, and multimedia systems—including cable distribution solutions—across DHS sites. The Field Service Technician works in a 24/7/365 environment, responding to incidents, fulfilling requests, and ensuring optimal operation of network and communications infrastructure, inside and outside of the National Capital Region (NCR). Note: This position requires regular travel outside the National Capital Region (NCR) and participation in an on-call rotation. The Field Service Technician is expected to support a wide range of network and communications technologies, with a primary focus on LAN and unified communications systems, and secondary support for cable distribution and A/V systems.

Requirements

• Ability to obtain DoD Security Clearance.
• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) – Active EOD preferred.
• Bachelor’s degree + 8 years of applicable experience.
• At least one of the following certifications: Cisco Certified Network Associate (CCNA), CompTIA A+, Network+, or Security+.
• ITIL Foundation certification (not required to start but expected to attain in first six months).
• Strong technical knowledge of LAN, network devices, unified communications technologies, and cable distribution systems.
• Experience with Cisco Unified Call Manager, Cisco VoIP, Microsoft Teams, video conferencing products, and cable distribution solutions.
• Ability to troubleshoot complex network, audio/video, unified communications, and cable distribution issues.
• Experience using ServiceNow or similar service management software.
• Ability to travel locally and long distance (within continental United States) as required – travel up to 50%
• Work on-call rotation to respond to incident escalations.
• Experience with cable infrastructure standards and compliance with safety regulations.
• Ability and desire to learn new technologies (servers, switches, virtual hosts, etc.).

Nice To Haves

• Previous DHS or DoD experience.
• Relevant hands-on Microsoft Windows administrator certification.
• Advanced Cisco or CompTIA certifications (CCNP Collaboration, ITILv4 Foundation).
• BICSI Installer or Technician Certification(s).
• Experience with video streaming technology, video conferencing products (Polycom, VBrick, ViTec, Haivision), and cable distribution systems.
• Knowledge of dialing protocols (H.323, SIP, E.164), multimedia and cable distribution systems.
• Familiarity with NIST security guidelines and authentication protocols (OAuth, SAML).

Responsibilities

• Respond to dispatch requests and resolve incidents related to LAN infrastructure, network devices, unified communications, and multimedia systems at DHS sites.
• Manage, troubleshoot, and maintain LAN infrastructure, network devices, and unified communications systems (including Cisco Call Manager, VoIP, Microsoft Teams, video conferencing technologies, and Microsoft Teams Rooms).
• Provide first-line fault monitoring and troubleshooting for network, audio/video, unified communications, and cable distribution systems using network management tools.
• Identify, isolate, and resolve network faults, including issues with multimedia streaming, video teleconferencing (VTC), integrated AV systems, and cable/satellite TV distribution.
• Perform installation, configuration, maintenance, and troubleshooting of A/V and cable distribution equipment such as displays, projectors, microphones, speakers, cameras, control systems, amplifiers, splitters, and combiners.
• Support setup, operation, and maintenance of Microsoft Teams Rooms and cable distribution solutions, ensuring reliable connectivity and optimal audio/video quality.
• Conduct preventative maintenance checks, signal quality checks, and software updates to ensure optimal system performance for network, A/V, and cable distribution systems.
• Provide technical support for end-users experiencing issues with their unified communications, A/V, or cable distribution systems, including remote troubleshooting and on-site assistance.
• Perform rack/unrack, install/uninstall, repair/replace, and setup/rebuild servers, network devices, and cable distribution equipment in network/computer rooms.
• Document, track, and coordinate incidents and service requests in ServiceNow, including root cause analysis and timely closure.
• Join troubleshooting bridge calls for major incidents and communicate directly with end-users, vendors, and other support teams.
• Assist with implementation and testing of new network, unified communications, A/V, and cable distribution solutions, and support operational improvements.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train in systems, network administration, telephony, A/V, and cable distribution technologies.
• Inspect and maintain network and computer rooms, including cable management and cable repair.
• Perform additional duties as assigned.

Benefits

• flexible time off
• robust learning resources
• comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

What This Job Offers

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