Job Requirements
Chantilly, VA
Top Secret Polygraph not specified
Early Career (2+ yrs experience)
$80,000 - $110,000
Job Description
Position Overview
In this role, the primary focus will be day-to-day MACD (Moves, Adds, Changes, and Deletions) operations, device provisioning, and first-line support for our enterprise voice and video over IP environment. The VVoIP Technician ensures continuous service availability, optimal performance, and strict compliance with Department of Defense (DoD) STIGs and engineering standards. This is an entry-to-mid-level role perfect for someone who is sharp, eager to learn, and looking to build a career in collaboration engineering. The candidate will handle the daily ticket queue, keeping our user base connected while working alongside and learning from senior engineering staff.
Performance Requirements
· Install, configure, maintain, and upgrade voice and VTC communication endpoints.
· Manage user, phone, and voicemail profile move/add/change (MACD) requests in Cisco Unified Communications Manager and Cisco Unity Connection, preferably versions 14 and 15.
· Provide Tier 1 and Tier 2 technical support to end-users via phone, email, or in person for telecommunications and conference issues.
· Assist with Layer 1 troubleshooting and maintenance of integrated audio and video (A/V) environments supporting conference rooms, executive briefing spaces, and enterprise collaboration platforms.
· Assist with the scheduling, monitoring, and execution of VTC sessions to ensure high-quality video and audio transmissions.
· Monitor the performance and health of the voice network infrastructure; proactively identify, troubleshoot, and resolve hardware and software incidents to minimize downtime.
· Utilize the ServiceNow ticketing system to document, track, monitor, and resolve incidents and service requests in a timely manner.
· Research complex technical problems and escalate unresolved issues to higher-level (Tier 3) support or external vendors when necessary.
· Ensure all voice and VTC systems strictly adhere to DoD STIGs, processes, and engineering standards. Respond promptly to security incident reports.
· Process defective VTC and VoIP endpoints for vendor supported advanced replacement and/or equipment destruction.
· Assist customers in the procurement of new equipment through performing virtual or in-person site surveys, and providing estimates and status updates.
· Assist in preparing reports regarding installations, maintenance metrics, compliance, and system performance.
· Document technical resolutions and best practices to contribute to the internal knowledge base for future reference.
Position Requirements:
· 3+ years of related Voice Technician experience with Cisco Collaboration tools such as CUCM, CUC, CMS and Expressways
· Solid customer service and support skills in a high-visibility environment.
· The candidate must have fundamental knowledge of Layer 1 troubleshooting and understanding of call flow.
· Problem analysis and problem-solving.
· Attention to detail and accuracy.
· Proficient in relevant software tools, including MS Office.
Required Certifications:
· Security+ or equivalent to meet DoD 85701M requirements for IAT Level II
Clearance Requirements:
· Current TS clearance with SCI eligibility
· Eligible for access to Special Access Program information
· Willingness to submit to a CI Polygraph
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
This position requires an active DoD Clearance . TOP SECRET with SCI Eligibility or TS/SCI.
In this role, the primary focus will be day-to-day MACD (Moves, Adds, Changes, and Deletions) operations, device provisioning, and first-line support for our enterprise voice and video over IP environment. The VVoIP Technician ensures continuous service availability, optimal performance, and strict compliance with Department of Defense (DoD) STIGs and engineering standards. This is an entry-to-mid-level role perfect for someone who is sharp, eager to learn, and looking to build a career in collaboration engineering. The candidate will handle the daily ticket queue, keeping our user base connected while working alongside and learning from senior engineering staff.
Performance Requirements
· Install, configure, maintain, and upgrade voice and VTC communication endpoints.
· Manage user, phone, and voicemail profile move/add/change (MACD) requests in Cisco Unified Communications Manager and Cisco Unity Connection, preferably versions 14 and 15.
· Provide Tier 1 and Tier 2 technical support to end-users via phone, email, or in person for telecommunications and conference issues.
· Assist with Layer 1 troubleshooting and maintenance of integrated audio and video (A/V) environments supporting conference rooms, executive briefing spaces, and enterprise collaboration platforms.
· Assist with the scheduling, monitoring, and execution of VTC sessions to ensure high-quality video and audio transmissions.
· Monitor the performance and health of the voice network infrastructure; proactively identify, troubleshoot, and resolve hardware and software incidents to minimize downtime.
· Utilize the ServiceNow ticketing system to document, track, monitor, and resolve incidents and service requests in a timely manner.
· Research complex technical problems and escalate unresolved issues to higher-level (Tier 3) support or external vendors when necessary.
· Ensure all voice and VTC systems strictly adhere to DoD STIGs, processes, and engineering standards. Respond promptly to security incident reports.
· Process defective VTC and VoIP endpoints for vendor supported advanced replacement and/or equipment destruction.
· Assist customers in the procurement of new equipment through performing virtual or in-person site surveys, and providing estimates and status updates.
· Assist in preparing reports regarding installations, maintenance metrics, compliance, and system performance.
· Document technical resolutions and best practices to contribute to the internal knowledge base for future reference.
Position Requirements:
· 3+ years of related Voice Technician experience with Cisco Collaboration tools such as CUCM, CUC, CMS and Expressways
· Solid customer service and support skills in a high-visibility environment.
· The candidate must have fundamental knowledge of Layer 1 troubleshooting and understanding of call flow.
· Problem analysis and problem-solving.
· Attention to detail and accuracy.
· Proficient in relevant software tools, including MS Office.
Required Certifications:
· Security+ or equivalent to meet DoD 85701M requirements for IAT Level II
Clearance Requirements:
· Current TS clearance with SCI eligibility
· Eligible for access to Special Access Program information
· Willingness to submit to a CI Polygraph
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
This position requires an active DoD Clearance . TOP SECRET with SCI Eligibility or TS/SCI.
group id: 10105424
