Senior Field Support Technician / Deputy Lead

DecisionPoint | Cortek; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

DecisionPoint 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. This remote role may require travel to MEPS locations and on-call support to ensure rapid service restoration.

You will coordinate technicians, document incidents, and work with service desks, engineers, and government personnel to maintain operations.

Responsibilities

• Provide advanced remote and on-site troubleshooting for network, telecom, cabling, hardware, software, and connectivity incidents.
• Coordinate field technicians during incidents, installations, and restorations.
• Lead the field team during assigned periods and participate in on-call coverage.

Job description

Overview

DecisionPoint 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. This position supports remote locations, enterprise 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 the acting Field Operations Lead when the Lead is unavailable. The position works closely with the Outage Response Team, Service Desk, network and systems engineers, Government personnel, local IT service providers, telecommunications carriers, vendors, and site personnel.

This is a senior, hands-on position requiring the ability to move between technical troubleshooting and team coordination. The successful candidate will be able to diagnose complex problems, organize field activities, maintain accurate incident documentation, and communicate clearly during high-priority service disruptions.

This position is remote, with Chicago-area candidates preferred. Travel and on-site support at USMEPCOM Headquarters, MEPS, Remote Processing Substations, COOP sites, and other supported locations may be required. Participation in on-call and after-hours support rotations is also required.

Duties & Responsibilities

• Provide advanced remote and on-site troubleshooting for network, telecommunications, cabling, hardware, software, end-user device, and connectivity incidents.
• Serve as the primary deputy to the Field Operations Lead and perform lead responsibilities during assigned periods or absences.
• Coordinate field technicians during assigned incidents, installations, refreshes, site moves, and restoration activities.
• Assign work, clarify technical priorities, monitor progress, and escalat barriers affecting service restoration or task completion.
• Provide hands-on technical leadership during complex installations, equipment replacements, network cutovers, and outage-recovery activities.
• Support the program's 24/7/365 outage-response and remote-location support requirements.
• Participate in on-call coverage and respond to operational incidents within established contractual timeframes.
• Receive, assess, document, and triage outage notifications from monitoring systems, the Service Desk, site personnel, and end users.
• Provide immediate technical support for outages and significant service degradation affecting USMEPCOM and MEPS operations.
• Support SEV 1 and SEV 2 incidents by coordinating technicians, documenting actions, and providing timely status information to incident leadership.
• Maintain accurate incident timelines covering notifications, assignments, technician dispatches, troubleshooting actions, communications, workarounds, recovery activities, and restoration.
• Coordinate with the Service Desk, engineering teams, local IT service providers, vendors, utilities, telecommunications carriers, and other third parties to resolve incidents.
• Implement approved temporary workarounds and contingency measures when complete service restoration is not immediately possible.
• Collect logs, equipment information, technician notes, test results, photographs, and other evidence needed for root-cause analysis and incident reporting.
• Verify service restoration with site personnel and ensure associated trouble tickets and incident records are updated.
• Troubleshoot LAN, WAN, internet, VPN, circuit, router, switch, firewall, and remote-site connectivity problems.
• Coordinate with installation IT service providers to resolve Recruiting Services Network, NIPR internet, cloud connectivity, and other remote-network issues.
• Configure, install, test, maintain, and replace laptops, desktops, thin clients, zero clients, network devices, telecommunications equipment, and related peripherals.
• Support network-equipment installation and replacement involving switches, routers, circuits, firewalls, wireless devices, and other infrastructure components.
• Verify that devices are securely configured and tested before connection to USMEPCOM networks.
• Support patching, firmware updates, operating-system upgrades, approved security configurations, and equipment recovery activities.
• Perform and oversee copper and fiber cabling work, patch-panel changes, rack maintenance, cable testing, labeling, and documentation.
• Help conduct site surveys to identify equipment, cabling, network-drop, rack-space, access, and installation requirements.
• Support the relocation of network equipment and related supplies to new or renovated MEPS locations.
• Guide technicians through installation plan