COOP Site Support Technician / ORT Analyst (Senior)

About the role

Computer World Services, Corp. (CWS) seeks a COOP Site Support Technician / Outage Response Team (ORT) Analyst to provide senior-level, on-site technical support at the USMEPCOM Continuity of Operations (COOP) site in Indianapolis, Indiana, supporting LAN administration, end-user devices, telecommunications, network equipment, backups, system recovery, outage response, and COOP readiness.

The technician participates in a staggered schedule ensuring at least one qualified technician is on site from 0600 to 1800 Central Time, Monday through Friday, and in an activation roster requiring arrival at the COOP site within 60 minutes of activation. During quarterly COOP exercises and actual activations, the technician coordinates with engineering, field support, the Service Desk, the ORT, carriers, and Government stakeholders to validate systems, restore services, and document results.

Key Tasks & Responsibilities

• Provide dedicated on-site IT support at the USMEPCOM COOP facility within the staggered 0600-1800 CT weekday schedule, and remain available for 24/7/365 support during exercises, activations, or mission-critical incidents.
• Participate in the activation roster; maintain call trees, contact information, escalation paths, and activation instructions; identify a qualified local backup technician; and periodically test roster readiness.
• Provide LAN administration and configure, install, maintain, and troubleshoot switches, routers, circuits, firewalls, storage devices, and related network equipment.
• Support laptops, desktops, thin/zero clients, peripherals, printing, connectivity, and authentication issues for COOP-site users.
• Support landline, VoIP, mobile-device, and circuit services, coordinating telecommunications support with local service providers.
• Monitor local systems and network services; receive, assess, and escalate outage notifications; and provide immediate response during COOP-site incidents.
• Support Severity (SEV) 1 and SEV 2 response by maintaining technical timelines and status, coordinating restoration with technical teams, utilities, carriers, and vendors, implementing approved workarounds, and validating restoration.
• Collect logs, test results, and other evidence for incident reporting and root-cause analysis.
• Maintain and test COOP-site system and configuration backups, perform approved restorations, and document backup integrity results.
• Participate in quarterly COOP exercises (one to three days), coordinate surge personnel, support power-cycle, failover, and recovery activities, and validate network, telecom, endpoint, and application-access capabilities.
• Record exercise events and results, participate in planning and after-action reviews, track corrective actions to resolution, and help maintain a multi-year continuity test and exercise program.
• Support COOP technology refreshes and transitions to centralized hosting, and perform Enhanced Trust Agent duties when trained, authorized, and assigned.
• Maintain site inventories, configurations, network diagrams, rack layouts, circuit records, SOPs, and recovery checklists, and provide COOP readiness information for program reporting.

Education & Experience

Required

• Associate's degree in Information Technology or a related field, or equivalent professional experience.
• Minimum of seven (7) years of relevant experience in systems administration, network administration, infrastructure support, COOP/disaster recovery, outage response, or a related discipline.
• Hands-on experience supporting and restoring enterprise networks, systems, end-user devices, and telecommunications, and supporting backups, restoration, or continuity exercises.
• Ability to work on site in Indianapolis, IN, within the staggered 0600-1800 CT weekday schedule, and to report to the COOP site within 60 minutes when on the activation roster.
• Ability to participate in quarterly one- to three-day COOP exercises and to support after-hours, weekend, holiday, surge, or 24/7 emergency coverage.
• Strong written, verbal, customer-service, coordination, and technical problem-solving skills.

Preferred

• Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field.
• Experience supporting federal or DoD COOP environments, including exercises, failover, failback, and backup restoration.
• Experience with Windows or Linux administration, VMware or virtual desktops, and enterprise backup systems.
• Experience working with an Outage Response Team, NOC, Service Desk, or major-incident team using ServiceNow or a comparable ITSM platform.
• Familiarity with DoD PKI or Enhanced Trust Agent responsibilities.

Certifications

• Required: None.
• Preferred: CompTIA Network+, CompTIA Security+, Cisco Certified Network Associate (CCNA), ITIL 4 Foundation, or relevant Microsoft, VMware, Linux, cloud, or continuity certification.

Security Clearance

• Active Secret clearance or higher is required.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

Work Environment / Travel

• On-site in Indianapolis, IN (no telework).
• After-hours, weekend, holiday, surge, and emergency support may be required during exercises, outages, or COOP activation.

Administrative Notes: Period of Performance: March 1, 2027 - February 28, 2033

Contract Start Date: March 1, 2027

Note: By applying to this position, the candidate acknowledges and consents to having their resume included in an active competitive Government contract bid.