Field Support Technician (Journeyman)

DecisionPoint | Cortek; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

DecisionPoint | Cortek seeks four Field Support Technicians to provide hands-on technical support for USMEPCOM ENLIST. The role covers network connectivity, telecommunications, cabling, and end-user equipment at multiple locations, with remote and field-based work when not onsite.

The position requires travel, participation in on-call rotations, and coordination with Service Desk and engineering teams to ensure timely incident resolution and proper documentation.

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.

Job description

Overview

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 the Service Desk, Field Operations Lead, engineering teams, local IT service providers, telecommunications carriers, vendors, and Government 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 USMEPCOM Headquarters, Military Entrance Processing Stations (MEPS), Remote Processing Substations, COOP facilities, and other 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

• The Field Support Technician will:
• 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 the Field Operations Lead, Deputy Lead, Outage Response Team, Service Desk, and engineering 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 a situation‑aware ( each .. .. ) .. Tracking previous messages/...