Senior Field Support Technician / Deputy Lead

Overview

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. This position supports remote locations, enterprise network connectivity, telecommunications, structured cabling, end-user devices, equipment installations, MEPS relocations, and outage recovery.

The Senior Field Support Technician / Deputy Lead coordinates technicians during assigned incidents, guides complex installations and recovery activities, and serves as the acting Field Operations Lead when the Lead is unavailable. The position works closely with the Outage Response Team, Service Desk, network and systems engineers, Government personnel, local IT service providers, telecommunications carriers, vendors, and site personnel.

This is a senior, hands-on position requiring the ability to move between technical troubleshooting and team coordination. The successful candidate will be able to diagnose complex problems, organize field activities, maintain accurate incident documentation, and communicate clearly during high-priority service disruptions.

This position 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 also required.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

The Senior Field Support Technician / Deputy Lead will:

• 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 assigned incidents, installations, refreshes, site moves, and restoration activities.

• Assign work, clarify technical priorities, monitor progress, and escalate barriers affecting service restoration or task completion.

• Provide hands-on technical leadership during complex installations, equipment replacements, network cutovers, and outage-recovery activities.

• Support the program’s 24/7/365 outage-response and remote-location support requirements.

• Participate in on-call coverage and respond to operational incidents within established contractual timeframes.

• Receive, assess, document, and triage outage notifications from monitoring systems, the Service Desk, site personnel, and end users.

• 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 covering notifications, assignments, technician dispatches, troubleshooting actions, communications, workarounds, recovery activities, and restoration.

• 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 complete service restoration is not immediately possible.

• Collect logs, equipment information, technician notes, test results, photographs, and other evidence needed for root-cause analysis and incident reporting.

• Verify service restoration with site personnel and ensure associated trouble tickets and incident records are updated.

• Troubleshoot LAN, WAN, internet, VPN, circuit, router, switch, firewall, and remote-site connectivity problems.

• Coordinate with installation IT service providers to resolve Recruiting Services Network, NIPR internet, cloud connectivity, and other remote-network 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 involving switches, routers, circuits, firewalls, wireless devices, and other infrastructure components.

• Verify that devices are securely configured and tested before connection to USMEPCOM networks.

• 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 the relocation of network equipment and related supplies to new or renovated MEPS locations.

• Guide technicians through 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 completed field-work documentation for accuracy, completeness, and compliance with program procedures.

• Mentor technicians in troubleshooting methods, 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.

Qualifications

Required Qualifications

Candidates must meet all of the following 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 of six years of relevant experience supporting enterprise IT operations, field services, network connectivity, telecommunications, cabling, or related infrastructure.

• Ability to meet the 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 document incidents, troubleshooting actions, configuration changes, installations, and final resolutions accurately.

• 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.Preferred Qualifications

The following qualifications are preferred but are not required:

• 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.

Skills and Competencies

• Advanced technical troubleshooting and problem isolation.

• Hands-on leadership during incidents and complex field activities.

• Technician coordination, mentoring, and task prioritization.

• Network, telecommunications, cabling, and end-user support.

• Critical incident and outage-recovery coordination.

• Clear and timely operational communication.

• Accurate incident, installation, and configuration documentation.

• Ability to remain calm and organized during mission-impacting events.

• Ability to work independently at remote or field locations.

• Strong customer-service and stakeholder-coordination skills.

• Ability to manage concurrent technical issues and changing priorities.

• High attention to detail and consistent follow-through.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.

• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.