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UCC Technical Support Analyst
Job in
Alexandria, Fairfax County, Virginia, 22350, USA
Listed on 2026-02-01
Listing for:
Red Cedar Consultancy, LLC
Full Time
position Listed on 2026-02-01
Job specializations:
-
IT/Tech
IT Support, Technical Support
Job Description & How to Apply Below
Job Title:
Senior UCC Technical Support Analyst
Summary:As a Senior UCC Technical Support Analyst, you will play a key role in providing the central point of contact for all IT-related inquiries, support requests from end users, and will be responsible for endpoint management and Help Desk troubleshooting as a member of the National Credit Union Administration program.
Responsibilities:- Provide Tier 2 Help desk support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software, hardware, and network systems.
- Leads architecture and support of unified communications (UCC) platforms and integrations.
- Will be responsible for integrating UCC tools with Microsoft 365 and network systems.
- Respond to Service Now tickets for workstation issues
- Coordinate audio/visual setup for events and board meetings
- Support digital signage and Teams Room devices.
- Manage endpoint provisioning using Intune.
- Troubleshoot and assist with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues.
- Perform account provisioning and workstation imaging. Support mobile devices and asset management
- Track, manage, and provide monthly update on Help Desk utilization
- Coordinate with Tier 3 help desk for firewall and routing issues.
- Mentor Tier 2 UCC staff and support VIP events.
- Conduct and participate in post-incident retrospectives and issuing Root Cause Analyses.
- Attend NCUA provided training as requested
- Will always maintain a high level of customer satisfaction and professionalism.
- Must be able to obtain and maintain a Public Trust security clearance
- 7+ years professional experience providing Tier 2 Help Desk experience
- Bachelor's degree in information technology or equivalent experience
- Must be able to be onsite in Alexandria, VA from 7:00am – 5:00pm EST Monday-Friday for project execution.
- Experienced integrating UCC tools with Microsoft 365 and network systems.
- Experience supporting Microsoft 365 applications (Teams, VoIP).
- Support Teams meetings, webinars, and VoIP devices.
- Design and manage Teams Phone and VoIP infrastructure.
- Experience supporting Microsoft 365 applications (Outlook, Word, Teams, VoIP, Intune)
- Experience with digital signage and UCC integrations
- Must have experience coordinate A/V setup for events and board meetings.
- Experience troubleshooting VTC and audio bridging issues.
- Experience providing support for Windows 11 basics
- Service Now help desk ticketing systems experience required
- Experience troubleshooting and support with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues.
- Service Now Help Desk and Administration experience required
- Proven experience resolving tier 2 help desk tickets promptly and effectively.
- Excellent written and verbal communication skills
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