Senior Field Support Technician​/Deputy Lead

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.

Note:

By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

The Senior Field Support Technician / Deputy Lead will:

• - 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 enforce 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 time frames.
• - 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-ca] analysis and incident reporting.
• - Verify service restoration with site personnel and ensure associated trouble tickets and incident records are updated.
• -…