Field Support Technician (Journeyman)

Job description

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. - Minimum of four (4) years of relevant IT field support, network support, telecommunications support, structured cabling, or equipment installation experience. - Experience troubleshooting network connectivity, end-user devices, and telecommunications equipment, and installing structured cabling and network-connected equipment. - Ability to follow technical diagrams, rack layouts, and recovery procedures and to maintain accurate tickets and documentation. - Strong customer-service, communication, organizational, and problem-solving skills. **Preferred:** - Experience supporting federal or DoD IT environments across geographically dispersed locations. - Experience supporting SEV 1 or SEV 2 outage response using ServiceNow or another ITSM platform. - Hands-on experience terminating, testing, and troubleshooting copper and fiber-optic cabling. - Experience supporting routers, switches, circuits, firewalls, VPNs, wireless, VoIP, and unified communications. - Experience with site surveys, relocations, refreshes, COOP exercises, and familiarity with DISA STIGs. ### Certifications - Required: Ability to meet applicable DoDM 8140.03 qualification requirements for the assigned work role. - Preferred: CompTIA A+, CompTIA Network+, CCNA, BICSI cabling or telecommunications certification, CompTIA Security+, or another certification aligned with the assigned DoDM 8140.03 work role. ### Security Clearance - Active Secret clearance or higher is required. ### Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) **Work Environment / Travel:** - Remote or field-based when not providing on-site support; Chicago, IL–area candidates preferred. - Technicians may be assigned to USMEPCOM Headquarters, MEPS, Remote Processing Substations, COOP facilities, and other locations; travel is required. - Participation in an on-call support rotation is required. **Administrative Notes:** **Period of Performance:** March 1, 2027 – February 28, 2033 **Contract Start Date:** March 1, 2027 Note: By applying to this position, the candidate acknowledges and consents to having their resume included in an active competitive Government contract bid.