Senior Field Support Technician / Deputy Lead

Job description

Computer World Services, Corp. (CWS) 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, supporting remote locations, 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 acting Field Operations Lead when the Lead is unavailable, working closely with the Outage Response Team, Service Desk, engineers, Government personnel, local IT service providers, carriers, and vendors. ### Key Tasks & Responsibilities - Provide advanced remote and on-site troubleshooting for network, telecommunications, cabling, hardware, software, end-user device, and connectivity incidents. - Serve as primary deputy to the Field Operations Lead; assign work, clarify priorities, monitor progress, and provide hands-on leadership to technicians during incidents, installations, refreshes, cutovers, and site moves. - Support 24/7/365 outage response through on-call coverage; triage outage notifications and respond within contractual timeframes. - Support Severity (SEV) 1 and SEV 2 incidents by coordinating technicians, maintaining incident timelines, and providing timely status to incident leadership. - Coordinate with the Service Desk, engineering teams, local IT service providers, carriers, utilities, and vendors; implement approved workarounds and verify restoration with site personnel. - Collect logs, test results, photographs, and other evidence for root-cause analysis and incident reporting. - Troubleshoot LAN, WAN, internet, VPN, circuit, router, switch, firewall, Recruiting Services Network, NIPR, and cloud-connectivity issues. - Configure, install, test, and replace laptops, desktops, thin/zero clients, network and telecommunications equipment, VoIP devices, and peripherals, ensuring secure configuration before network connection. - Perform and oversee copper and fiber cabling, patch-panel changes, rack maintenance, cable testing, and labeling; support site surveys and MEPS equipment relocations. - Support COOP exercises and activations, equipment refreshes, backup restoration, and disaster-recovery activities when assigned. - Maintain site inventories, configuration records, as-built diagrams, and rack layouts; develop field guides and SOPs and review completed field-work documentation. - Mentor technicians, identify recurring problems, and provide field-support metrics, risks, issues, and corrective actions for program reporting. ### Education & Experience **Required:** - Bachelor’s degree in Information Technology, Networking, Computer Science, or a related field, or equivalent professional experience where permitted by the labor category. - Minimum of six (6) years of experience supporting enterprise IT operations, field services, network connectivity, telecommunications, cabling, or related infrastructure. - Advanced troubleshooting experience and experience coordinating technicians or leading hands-on work during incidents, installations, cutovers, or outage recovery. - Experience supporting remote users or geographically dispersed locations, and ability to work from technical diagrams, rack layouts, cabling documentation, and recovery procedures. - Strong written and verbal communication skills, including the ability to provide clear technical direction and accurate documentation during incidents. **Preferred:** - Experience supporting federal or DoD enterprise IT environments as a technical, shift, team, or deputy lead. - Experience supporting SEV 1 and SEV 2 incidents in a 24/7 environment using ServiceNow or another ITSM platform. - Hands-on experience installing, terminating, testing, and troubleshooting copper and fiber-optic cabling. - Experience supporting routers, switches, circuits, firewalls, VPNs, wireless, VoIP, and remote-network connections. - Experience with COOP exercises, site surveys, technology refreshes, or facility relocations, and familiarity with DISA STIGs. ### Certifications - Required: Ability to meet applicable DoDM 8140.03 qualification requirements for the assigned work role. - Preferred: CCNA, CompTIA Network+, ITIL 4 Foundation, 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 position; Chicago, IL–area candidates preferred. - Travel and on-site support at USMEPCOM Headquarters, MEPS, Remote Processing Substations, COOP sites, and other locations may be required. - Participation in on-call and after-hours support rotations 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.