Infrastructure Engineer

Infrastructure Engineer - Field Systems Support - (PIPELINE)

Position Summary:

The Infrastructure Field Systems Support Engineer provides hands-on technical support for HHS Office of Information Security systems located at remote and field sites. This role supports security tools, supporting infrastructure, client computer systems, servers, workstations, switches, KVM/console devices, APC/rack management devices, and related network/security equipment.

The engineer is responsible for inventory, installation, replacement, troubleshooting, upgrades, preventative maintenance, ticket response, field dispatch, system documentation, and coordination with STIM technical teams, federal stakeholders, OPDIV points of contact, and logistics/inventory staff. The role requires strong field support experience, network troubleshooting capability, disciplined documentation, and the ability to operate in a federal cybersecurity environment.

Responsibilities and Duties: 

Field Systems Support

• Provide on-site, hands-on support for systems and devices at remote OPDIV, HC3, TICAP, data center, and Cybersecurity Operations locations.
• Support inventory, installation, replacement, troubleshooting, upgrade, and maintenance of field systems and supporting infrastructure.
• Install, configure, test, operate, and maintain servers, workstations, switches, KVM/console devices, APC rack management devices, data center rack equipment, and other field infrastructure components.
• Diagnose and resolve system errors, hardware failures, client connectivity issues, network performance issues, VPN problems, LAN/WAN connectivity issues, and other field-related IT/network problems.
• Escalate complex technical issues to senior STIM infrastructure, network, security tools, or engineering teams when appropriate.

Ticket Response and Dispatch

• Acknowledge assigned tickets within 30 minutes while on duty and not in transit.
• Maintain readiness for emergency dispatch or urgent field support situations.
• Dispatch to Washington, DC Metro area sites within one hour of notification while on duty, when required.
• Provide scheduled annual or ad hoc support for locations such as Albuquerque, NM and Shelbyville, KY, as directed.
• Provide clear status updates, repair timelines, and escalation information to STIM federal staff, contract staff, and OPDIV points of contact.

Installation, Maintenance, and Upgrades

• Conduct system upgrades, software/firmware updates, patching, preventative maintenance, and lifecycle refresh activities.
• Support installation and configuration of networking, security, and server equipment within OPDIV enclaves.
• Ensure installations and configurations comply with STIM requirements, Government standards, organizational SOPs, NIST guidance, CIS controls, and DISA STIG requirements where applicable.

Asset, Inventory, and Site Coordination

• Update asset and inventory logs for field systems and components in coordination with logistics and inventory personnel.
• Ensure field support tools, replacement parts, software, and equipment are properly inventoried, tracked, maintained, and available for field operations.
• Maintain and update current site point-of-contact lists, access procedures, and site-specific support instructions.
• Coordinate directly with HHS OPDIV designated points of contact to understand local technical requirements, limitations, access procedures, and operational constraints.

Documentation and Customer Support

• Maintain detailed documentation for system designs, configurations, field procedures, troubleshooting steps, site access requirements, maintenance actions, and service records.
• Develop and update field support SOPs, system diagrams, rack/equipment information, and configuration documentation as required.
• Provide effective customer communication and explain technical issues clearly to both technical and non-technical stakeholders.
• Deliver basic user training on installed systems, new features, or field support procedures when requested.

Basic Qualifications

• Bachelor’s degree in information systems, ComSci/CIS/InfoSec/IT or related discipline.
• Minimum of 8+ years of IT field support, infrastructure support, network support, or systems administration experience, or an equivalent combination of education, certifications, and demonstrated technical experience.
• Hands-on experience supporting network infrastructure, including firewalls, routers, switches, LAN, WAN, VPN, wireless networks, and field/site connectivity.
• Experience installing, configuring, maintaining, and troubleshooting servers, workstations, switches, rack management devices, client systems, and peripheral infrastructure.
• Experience supporting remote sites, data centers, government facilities, or distributed enterprise environments.
• Ability to diagnose and resolve hardware failures, system errors, performance issues, LAN/WAN connectivity problems, VPN issues, and throughput/performance problems.
• Ability to participate in a 24/7/365 on-call rotation.
• Strong documentation, customer service, communication, and problem-solving skills.
• Ability to work independently in the field while coordinating with remote engineering, network, security, logistics, and federal stakeholder teams.

Preferred Certifications: 

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Cisco CCNA or equivalent networking certification
• Microsoft, VMware, Linux, data center, or security-related certifications
• ITIL Foundation