Senior Field Support Technician – Deputy Lead

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Deliver expert remote and on-site troubleshooting for network, telecommunications, cabling, hardware, software, end-user devices, and connectivity issues.

• Act as the main deputy to the Field Operations Lead; delegate tasks, clarify priorities, track progress, and provide hands-on guidance to technicians.

• Assist with 24/7/365 outage response through on-call availability and ensure responses are made within contractual timeframes.

• Manage SEV 1 and SEV 2 incidents by coordinating technicians, maintaining incident timelines, and furnishing timely status updates.

• Collaborate with the Service Desk, engineering teams, local IT service providers, carriers, utilities, and vendors.

• Execute approved workarounds and confirm restoration with site personnel.

• Gather logs, test results, photographs, and other evidence for root-cause analysis and incident reporting.

• Diagnose 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.

• Conduct and supervise copper and fiber cabling, patch-panel modifications, rack maintenance, cable testing, and labeling.

• Assist with site surveys, MEPS equipment relocations, COOP exercises, equipment refreshes, backup restoration, and disaster-recovery initiatives.

• Maintain site inventories, configuration records, as-built diagrams, and rack layouts.

• Create field guides and SOPs while reviewing completed field-work documentation.

• Mentor technicians and provide metrics, risks, issues, and corrective actions for program reporting.

• Serve as acting Field Operations Lead in the absence of the Lead.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Networking, Computer Science, or a related field, or equivalent professional experience as allowed by the labor category.

• A minimum of six (6) years of experience in supporting enterprise IT operations, field services, network connectivity, telecommunications, cabling, or related infrastructure.

• Advanced troubleshooting skills and experience in coordinating technicians or leading hands-on work during incidents, installations, cutovers, or outage recovery.

• Experience in supporting remote users or geographically dispersed locations.

• Capability to work from technical diagrams, rack layouts, cabling documentation, and recovery procedures.

• Excellent written and verbal communication skills.

• Ability to satisfy applicable DoDM 8140.03 qualification requirements for the assigned work role.

• An active Secret clearance or higher is mandatory.

• Experience in supporting federal or DoD enterprise IT environments as a technical, shift, team, or deputy lead.

• Background in managing SEV 1 and SEV 2 incidents in a 24/7 environment using ServiceNow or another ITSM platform.

• Practical experience in installing, terminating, testing, and troubleshooting copper and fiber-optic cabling.

• Experience with routers, switches, circuits, firewalls, VPNs, wireless, VoIP, and remote-network connections.

• Familiarity with COOP exercises, site surveys, technology refreshes, or facility relocations.

• Awareness of DISA STIGs.

• Preferred certifications include: CCNA, CompTIA Network+, ITIL 4 Foundation, BICSI cabling or telecommunications certification, CompTIA Security+, or another certification relevant to the assigned DoDM 8140.03 work role.

🏝️ Benefits

• Remote position.

• On-call and after-hours support rotations.

• Travel and on-site support opportunities as needed.