OverviewDecisionPoint seeks a COOP Site Support Technician / Outage Response Team Analyst to provide senior-level, on-site technical support at the USMEPCOM Continuity of Operations site in Indianapolis, Indiana. This position supports local-area network administration, end-user devices, telecommunications, network equipment, backups, system recovery, outage response, and COOP readiness.
The COOP Site Support Technician / ORT Analyst participates in a staggered staffing schedule designed to ensure that at least one qualified technician is available on site from 0600 through 1800 Central Time, Monday through Friday. The position also participates in a maintained activation roster and must be capable of reporting to the COOP site within 60 minutes when activated.
The technician supports quarterly COOP exercises lasting approximately one to three days. During exercises and actual COOP activations, the technician coordinates with engineering teams, field-support personnel, the Service Desk, the Outage Response Team, telecommunications providers, and Government stakeholders to validate systems, restore services, document results, and resolve technical issues.
This position is on site in Indianapolis, Indiana. After-hours, weekend, holiday, surge, and emergency support may be required during exercises, outages, or COOP activation.
Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.
Duties & Responsibilities
The COOP Site Support Technician / ORT Analyst will:
- Provide dedicated on-site IT support at the USMEPCOM COOP facility.
- Participate in staggered scheduling that ensures qualified on-site technician coverage from 0600 through 1800 Central Time, Monday through Friday.
- Maintain availability for 24/7/365 remote or on-site support during COOP exercises, COOP activation, or mission-critical incidents.
- Participate in an activation roster capable of providing a qualified technician on site within 60 minutes of activation.
- Maintain current primary and backup contact information, call trees, escalation paths, access procedures, and activation instructions.
- Coordinate with program leadership to identify and maintain a qualified local backup technician.
- Periodically test the activation roster and document response readiness, gaps, corrective actions, and contact changes.
- Provide LAN administration, end-user device support, telecommunications support, and general infrastructure support at the COOP site.
- Configure, install, test, maintain, and troubleshoot switches, routers, circuits, firewalls, storage devices, and related network equipment.
- Support USMEPCOM-owned laptops, desktops, thin clients, zero clients, peripherals, and other end-user equipment.
- Configure, install, maintain, troubleshoot, and replace COOP-site end-user devices.
- Support user connectivity, authentication, software, hardware, peripheral, printing, and general workstation issues.
- Support landline, VoIP, mobile-device, circuit, and related telecommunications services.
- Coordinate landline and telecommunications support with local service providers.
- Troubleshoot network, telecommunications, device, application-access, and infrastructure incidents.
- Monitor local systems and network services for outages, degradation, capacity constraints, and abnormal conditions.
- Receive, document, assess, and escalate outage notifications and operational issues.
- Participate in Outage Response Team activities affecting the COOP site.
- Provide immediate technical response during COOP-site incidents and mission-impacting outages.
- Support SEV 1 and SEV 2 response by documenting actions, maintaining technical timelines, and providing timely status information.
- Coordinate restoration activities with network, systems, storage, virtualization, database, application, cybersecurity, telecommunications, field-support, and Service Desk teams.
- Coordinate with utilities, carriers, vendors, and other third-party providers when needed to restore service.
- Implement approved temporary workarounds or contingency measures when full restoration is not immediately possible.
- Validate service restoration and provide technical evidence supporting incident closure.
- Collect logs, system information, test results, screenshots, photographs, and other evidence needed for incident reporting and root-cause analysis.
- Maintain and test system and configuration backups applicable to the COOP site.
- Perform or support approved restoration from backups following local or primary-site failures.
- Verify backup integrity and document backup and restoration test results.
- Participate in quarterly COOP exercises lasting approximately one to three days.
- Coordinate required engineering and field-support surge personnel during exercises and activations.
- Support controlled testing of readiness between the primary and backup data-center environments.
- Support planned power-cycle, failover, recovery, restoration, and validation activities during approved exercises.
- Validate network, telecommunications, endpoint, infrastructure, application-access, and user-support capabilities during COOP testing.
- Record exercise events, timelines, issues, decisions, workarounds, results, and corrective actions.
- Participate in exercise planning meetings, readiness reviews, technical briefings, and after-action reviews.
- Identify deficiencies in procedures, staffing, equipment, connectivity, access, documentation, backups, or recovery capabilities.
- Track corrective actions through resolution and verify that updated procedures have been tested.
- Assist with the development and maintenance of a multi-year continuity test and exercise program.
- Support COOP technology refreshes and modernization activities, including transitions from on-premises services to centralized hosting where applicable.
- Perform Enhanced Trust Agent duties when trained, authorized, and assigned.
- Support applicable identity, authentication, certificate, and access-enablement requirements.
- Maintain current inventories of COOP-site hardware, network devices, telecommunications equipment, software, and supporting documentation.
- Maintain site-specific configurations, network diagrams, rack layouts, circuit records, asset information, and recovery documentation.
- Develop and update standard operating procedures, recovery checklists, activation instructions, troubleshooting guides, and field documentation.
- Maintain accurate incident, request, change, configuration, asset, backup, restoration, and exercise records.
- Follow approved incident, problem, change, configuration, security, asset, continuity, and quality-management processes.
- Provide COOP readiness, exercise, outage, risk, issue, backup, and corrective-action information for program reporting.
Qualifications
Required Qualifications
Candidates must meet all of the following requirements:
- Active Secret clearance or higher.
- Associate’s degree in information technology or a related field, or equivalent professional experience.
- Minimum of seven years of relevant experience in systems administration, network administration, infrastructure support, COOP/disaster recovery, outage response, or a related technical discipline.
- Experience providing hands-on support for enterprise networks, systems, end-user devices, telecommunications, or related infrastructure.
- Experience troubleshooting and restoring network, system, telecommunications, or end-user services.
- Experience supporting backups, restoration, continuity exercises, disaster recovery, or operational-readiness activities.
- Ability to work on site in Indianapolis, Indiana.
- Ability to participate in staggered scheduling that supports on-site coverage from 0600 through 1800 Central Time on weekdays.
- Ability to report to the COOP site within 60 minutes when assigned to the activation roster.
- Ability to participate in quarterly COOP exercises lasting approximately one to three days.
- Ability to support after-hours, weekend, holiday, surge, or 24/7 emergency coverage during exercises, outages, or COOP activation.
- Ability to maintain accurate incident timelines, configuration records, recovery procedures, test results, and technical documentation.
- Strong written, verbal, customer-service, coordination, and technical problem-solving skills.
Preferred Qualifications
The following qualifications are preferred but are not required:
- Bachelor’s degree in information technology, information systems, computer science, or a related field.
- Experience supporting federal or Department of Defense COOP environments.
- Experience participating in COOP exercises, disaster-recovery testing, failover, failback, or backup restoration.
- Experience with Windows or Linux system administration.
- Experience supporting LAN equipment, routers, switches, circuits, firewalls, storage devices, and enterprise backup systems.
- Experience supporting VMware, virtual desktops, or virtualized infrastructure.
- Experience supporting VoIP, landline, mobile-device, or other telecommunications services.
- Experience working with an Outage Response Team, Network Operations Center, Service Desk, or major-incident team.
- Experience using ServiceNow or another enterprise IT service-management platform.
- Familiarity with DoD public-key infrastructure or Enhanced Trust Agent responsibilities.
- CompTIA Network+ certification.
- CompTIA Security+ certification.
- Cisco Certified Network Associate certification.
- ITIL v4 Foundation certification.
- Relevant Microsoft, VMware, Linux, cloud, continuity, or disaster-recovery certification.
Skills and Competencies
- On-site systems and network administration.
- COOP and disaster-recovery support.
- Outage response and service restoration.
- LAN, endpoint, telecommunications, and infrastructure troubleshooting.
- Backup testing and system restoration.
- Exercise planning, execution, and documentation.
- Activation-roster and readiness management.
- Incident documentation and technical-status communication.
- Vendor, carrier, engineering, and Government coordination.
- Ability to remain calm during mission-impacting incidents.
- Strong attention to detail and procedural discipline.
- Ability to work independently in an on-site continuity environment.
