Voip Technician

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

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Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

This position will support our newly awarded DCSA contract.

Description

is seeking a VoIP Technician to install, configure, and provide Tier II resolution for enterprise Voice over IP services for a Department of War agency across NIPRNet, SIPRNet, and JWICS enclaves. The technician analyzes escalated voice incidents (phone registration, call quality, voicemail, softphone/Jabber, gateway and analog device issues) using call manager and monitoring tools to determine root cause and decide resolution or escalation to the VoIP Engineer;

determines configuration for phone, user, and device provisioning within dial plan and class-of-service standards; executes moves, adds, and changes; and keeps voice endpoints STIG-compliant and inventoried. The role supports installation projects and mentors the Cable/Infrastructure Technicians. You will independently analyze situations, determine the appropriate course of action, and exercise discretion and judgment in support of the program and its customers.

THIS IS AN ONSITE ROLE IN BOYERS, PA WITH UP TO 15% OF TRAVEL INVOLVED.

JOB DUTIES:

• Analyze escalated Tier II voice incidents (registration, call quality, voicemail, Jabber softphone, analog/fax adapters, gateway issues) using CUCM, Unity Connection, and monitoring tools to determine root cause and decide resolution or escalation to the VoIP Engineer.
• Provision and configure VoIP phones, users, lines, device profiles, voicemail boxes, hunt groups, and softphone clients within dial plan, class-of-service, and E911 standards, and execute user moves, adds, and changes with verification.
• Determine installation approach for VoIP endpoints and gateways within engineering designs for site installations and refreshes, execute and test installations, and maintain as-built and inventory records.
• Evaluate voice endpoints and gateways for firmware and DISA STIG compliance, apply approved updates within policy time frames, and document procedures and knowledge articles for Tier I enablement.
• Perform Tier II diagnostic analysis of escalated voice and video incidents, using call manager and monitoring tools to isolate faults in endpoint registration, call quality, VTC connectivity, and softphone (e.g., Jabber) behavior, determine root cause, and decide resolution or escalation to engineering.
• Determine installation and configuration approach for VoIP phones, softphone clients, voice gateways and analog adapters, VTC endpoints and codecs, and conference room A/V systems within engineering designs and DoD security requirements, and implement and validate installations.
• Design cabling solutions for user spaces and telecommunications rooms, determining pathways, media (copper/fiber), terminations, testing, and labeling standards, and perform and certify installations with as-built documentation.
• Conduct technical site surveys for new locations and expansions, analyze power, networking, cabling, and A/V requirements, and prepare findings reports and inputs to the Project Installation Plan.

REQUIREMENTS
:

• Bachelor's degree and a minimum of 4 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an Active Top Secret Clearance (favorably adjudicated T5/T5R) to start; this is a Privileged User position.
• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline…