Senior Field Support Technician – Deputy Lead

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🔥 1 minute ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $100k - $130k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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Computer World Services

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🎖️ Defense

📦 Logistics

Consulting • Defense • Logistics

Computer World Services is a federal-focused IT services firm that provides digital transformation, process optimization, and technology innovation to Defense and civilian federal customers. With over 30 years of hands-on experience, the company delivers enterprise-wide IT solutions and professional services, supports contract vehicles for the federal market, and emphasizes quality, compliance, and high-performance program ratings.

📋 Description

• 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 • Support 24/7/365 outage response through on-call coverage and respond within contractual timeframes • Support SEV 1 and SEV 2 incidents by coordinating technicians, maintaining incident timelines, and providing timely status updates • 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 • Perform and oversee copper and fiber cabling, patch-panel changes, rack maintenance, cable testing, and labeling • Support site surveys, MEPS equipment relocations, COOP exercises, equipment refreshes, backup restoration, and disaster-recovery activities • Maintain site inventories, configuration records, as-built diagrams, and rack layouts • Develop field guides and SOPs and review completed field-work documentation • Mentor technicians and provide field-support metrics, risks, issues, and corrective actions for program reporting • Serve as acting Field Operations Lead when the Lead is unavailable

🎯 Requirements

• 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 • Ability to work from technical diagrams, rack layouts, cabling documentation, and recovery procedures • Strong written and verbal communication skills • Ability to meet applicable DoDM 8140.03 qualification requirements for the assigned work role • Active Secret clearance or higher is required • 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 • Familiarity with DISA STIGs • Preferred certifications: 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

🏖️ Benefits

• Remote position • On-call and after-hours support rotations • Travel and on-site support opportunities as required

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