Sr. Field Service Technician

Job Title: Sr. Field Service Technician

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 50%

Type of Travel: Local

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The Opportunity:
CACI is seeking a Field Service Technician to join our technical operations team supporting the Department of Homeland Security. This role is responsible for on-site incident management, troubleshooting, and maintenance of enterprise network, unified communications, audio/visual, and multimedia systems—including cable distribution solutions—across DHS sites. The Field Service Technician works in a 24/7/365 environment, responding to incidents, fulfilling requests, and ensuring optimal operation of network and communications infrastructure, inside and outside of the National Capital Region (NCR).

Note: This position requires regular travel outside the National Capital Region (NCR) and participation in an on-call rotation. The Field Service Technician is expected to support a wide range of network and communications technologies, with a primary focus on LAN and unified communications systems, and secondary support for cable distribution and A/V systems.

Responsibilities:

• Respond to dispatch requests and resolve incidents related to LAN infrastructure, network devices, unified communications, and multimedia systems at DHS sites.
• Manage, troubleshoot, and maintain LAN infrastructure, network devices, and unified communications systems (including Cisco Call Manager, VoIP, Microsoft Teams, video conferencing technologies, and Microsoft Teams Rooms).
• Provide first-line fault monitoring and troubleshooting for network, audio/video, unified communications, and cable distribution systems using network management tools.
• Identify, isolate, and resolve network faults, including issues with multimedia streaming, video teleconferencing (VTC), integrated AV systems, and cable/satellite TV distribution.
• Perform installation, configuration, maintenance, and troubleshooting of A/V and cable distribution equipment such as displays, projectors, microphones, speakers, cameras, control systems, amplifiers, splitters, and combiners.
• Support setup, operation, and maintenance of Microsoft Teams Rooms and cable distribution solutions, ensuring reliable connectivity and optimal audio/video quality.
• Conduct preventative maintenance checks, signal quality checks, and software updates to ensure optimal system performance for network, A/V, and cable distribution systems.
• Provide technical support for end-users experiencing issues with their unified communications, A/V, or cable distribution systems, including remote troubleshooting and on-site assistance.
• Perform rack/unrack, install/uninstall, repair/replace, and setup/rebuild servers, network devices, and cable distribution equipment in network/computer rooms.
• Document, track, and coordinate incidents and service requests in ServiceNow, including root cause analysis and timely closure.
• Join troubleshooting bridge calls for major incidents and communicate directly with end-users, vendors, and other support teams.
• Assist with implementation and testing of new network, unified communications, A/V, and cable distribution solutions, and support operational improvements.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train in systems, network administration, telephony, A/V, and cable distribution technologies.
• Inspect and maintain network and computer rooms, including cable management and cable repair.
• Perform additional duties as assigned.

Qualifications:

Required: 

• Ability to obtain DoD Security Clearance.
• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) – Active EOD preferred.
• Bachelor’s degree + 8 years of applicable experience.
• At least one of the following certifications: Cisco Certified Network Associate (CCNA), CompTIA A+, Network+, or Security+.
• ITIL Foundation certification (not required to start but expected to attain in first six months).
• Strong technical knowledge of LAN, network devices, unified communications technologies, and cable distribution systems.
• Experience with Cisco Unified Call Manager, Cisco VoIP, Microsoft Teams, video conferencing products, and cable distribution solutions.
• Ability to troubleshoot complex network, audio/video, unified communications, and cable distribution issues.
• Experience using ServiceNow or similar service management software.
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