[Hiring] Field Support Technician @DecisionPoint | Cortek

Role Description

DecisionPoint seeks four Field Support Technicians to provide hands-on technical support for the USMEPCOM ENLIST program. These positions support network connectivity, telecommunications, structured cabling, end-user equipment, remote locations, site surveys, equipment 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 various teams and personnel. Technicians also maintain accurate trouble tickets, equipment records, site documentation, and service-restoration evidence.

These positions are remote or field-based when not providing on-site support. Chicago-area candidates are preferred; however, technicians may be assigned to support various locations within the USMEPCOM area of responsibility. Travel and participation in an on-call support rotation are 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

• Provide on-site and remote technical support for USMEPCOM Headquarters, MEPS, Remote Processing Substations, COOP sites, and other supported locations.
• Diagnose and resolve network connectivity, telecommunications, cabling, hardware, software, peripheral, and end-user device incidents.
• Troubleshoot LAN, WAN, internet, VPN, circuit, router, switch, firewall, wireless, and remote-site connectivity problems.
• Support the program’s 24/7/365 outage-response and remote-location support requirements.
• Participate in scheduled on-call rotations and respond to incidents within established contractual timeframes.
• Receive, document, assess, and troubleshoot outage notifications and service requests.
• Execute approved troubleshooting, recovery, restoration, and contingency procedures.
• Support SEV 1 and SEV 2 outage response by providing timely technical findings, action updates, and restoration status.
• Coordinate with various teams during active incidents.
• Coordinate with local IT service providers, telecommunications carriers, equipment vendors, utilities, and other third parties as directed.
• Implement approved temporary workarounds when complete restoration is not immediately possible.
• Document incident timelines, diagnostic steps, equipment status, communications, corrective actions, and final resolutions.
• Collect logs, photographs, test results, configuration information, and other evidence needed for incident reporting and root-cause analysis.
• Verify service restoration with site personnel and update the associated ticket before closure.
• Install, configure, test, maintain, replace, and remove laptops, desktops, thin clients, zero clients, network devices, telecommunications equipment, and related peripherals.
• Support routers, switches, circuits, firewalls, wireless devices, storage devices, and other USMEPCOM-owned equipment.
• Verify that equipment is securely configured and tested before installation on USMEPCOM networks.
• Support approved software, firmware, operating-system, security, and configuration updates.
• Install, terminate, test, label, troubleshoot, and document copper and fiber-optic cabling.
• Maintain network racks, patch panels, cable pathways, faceplates, telecommunications spaces, and related components in accordance with applicable standards.
• Assist with site surveys to identify equipment, cabling, network-drop, rack-space, access, power, and installation requirements.
• Support MEPS relocations by disconnecting, packing, tracking, transporting, reinstalling, testing, and documenting network equipment and related supplies.
• Support technology refreshes, equipment replacements, network cutovers, and planned maintenance activities.
• Provide end-user device support, including the configuration, installation, and maintenance of laptops, desktops, zero clients, and thin clients.
• Support VoIP handsets, mobile devices, telecommunications circuits, and related communications equipment.
• Coordinate with installation service providers to resolve Recruiting Services Network, NIPR internet, cloud-connectivity, and remote-network incidents.
• Support COOP exercises, activations, equipment refreshes, and disaster-recovery activities when assigned.
• Maintain assigned trouble tickets and provide accurate, timely status updates throughout the service lifecycle.
• Maintain site-specific equipment inventories, configuration records, rack layouts, as-built diagrams, and installation documentation.
• Update equipment records following installation, replacement, transfer, relocation, repair, or removal.
• Create or update field guides, installation instructions, troubleshooting procedures, checklists, and standard operating procedures.
• Identify recurring problems and recommend additional troubleshooting, preventive maintenance, documentation, training, or engineering support.
• Follow applicable security, safety, change-management, asset-management, and configuration-management procedures.
• Provide field-support activity, outage, risk, issue, and corrective-action information for program reporting.

Qualifications

• Active Secret clearance or higher.
• Associate’s degree in information technology, networking, telecommunications, or a related field, or equivalent professional experience.
• Minimum of four years of relevant experience providing IT field support, network support, telecommunications support, structured cabling, equipment installation, or related technical services.
• Ability to meet applicable DoDM 8140.03 qualification requirements for the assigned work role.
• Experience troubleshooting network connectivity, end-user devices, telecommunications equipment, or related IT infrastructure.
• Experience installing, maintaining, or troubleshooting structured cabling and network-connected equipment.
• Ability to follow technical diagrams, installation plans, rack layouts, cabling documentation, and approved recovery procedures.
• Ability to maintain accurate trouble tickets, equipment records, incident notes, and technical documentation.
• Ability to participate in an on-call rotation and provide after-hours incident support when required.
• Ability to travel and provide hands-on support at geographically dispersed USMEPCOM and MEPS locations.
• Strong customer-service, communication, organizational, and problem-solving skills.

Preferred Qualifications

• CompTIA A+ certification.
• CompTIA Network+ certification.
• Cisco Certified Network Associate 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 IT environments.
• Experience providing field support across geographically dispersed enterprise locations.
• Experience supporting SEV 1 or SEV 2 outage-response and service-restoration activities.
• Experience using 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, telecommunications circuits, mobile devices, or unified communications equipment.
• Experience conducting site surveys or supporting facility relocations, technology refreshes, or network cutovers.
• Experience supporting COOP exercises, disaster recovery, or mission-continuity activities.
• 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

• Hands-on technical troubleshooting and problem isolation.
• Network, telecommunications, cabling, and end-user device support.
• Incident response and service restoration.
• Safe and organized field-work practices.
• Accurate ticket, equipment, and configuration documentation.
• Ability to follow established technical and escalation procedures.
• Clear communication with users, technicians, engineers, and Government stakeholders.
• Ability to work independently at remote or field locations.
• Ability to manage multiple incidents and changing priorities.
• Strong attention to detail and consistent follow-through.
• Commitment to customer service, mission readiness, and reliable technical support.

Our Equal Employment Opportunity 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.

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.

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.