Senior Field Support Lead (Remote/On-Site IT)

Computer World Services Corp.

Oregon

Hybrid

USD 100,000 - 130,000

Full time

4 days ago

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Job summary

Computer World Services Corp. 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 and outage recovery.

This role coordinates technicians during incidents and acts as Field Operations Lead when needed. The position requires a Bachelor's degree in IT/Networking/CS or equivalent, 6+ years of enterprise IT experience, DoD/8140-aligned

Qualifications

Bachelor's degree in Information Technology, Networking, Computer Science, or related field, or equivalent professional experience.
Minimum of six (6) years of experience supporting enterprise IT operations, field services, network connectivity, 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.

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.