Field Support Technician (Journeyman)

Computer World Services, Corp. (CWS) seeks Field Support Technicians to provide hands-on technical support for the USMEPCOM ENLIST program, supporting 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, while maintaining accurate tickets, equipment records, and site documentation.

Key Tasks & 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, responding within contractual timeframes and providing 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.

Education & Experience

Required:

• Associate’s degree in Information Technology, Networking, Telecommunications, or a related field, or equivalent professional experience where permitted by the labor category.