UC Engineer

Job Description

Position: UC Engineer (on‑site). The role is dedicated to providing technical assistance, troubleshooting, and maintenance of IT systems within a specific location or organization. This role ensures smooth day‑to‑day operations by addressing technical issues promptly, supporting end‑users, and optimizing system performance.

Quantico, VA

Base pay range: $ to $ annually (actual salary based on experience, shift, location, skill set, etc.)

• Ability to obtain and maintain a Secret Clearance
• Education:
  
  Bachelor’s degree or equivalent experience
• Experience:
  
  3 years in a technical support or IT system administration role.
• Call Manager:
  Experience with Cisco Unity Call Manager (CUCM), including configuration and troubleshooting.
• In depth understanding of analog and Plain Old Telephone Systems (POTS).
• Technical
  
  Skills:
  
  Proficiency in operating systems (e.g., Windows, macOS, Linux).
• Knowledge of networking protocols and hardware.
• Familiarity with common software applications, troubleshooting tools, and IT frameworks.
• Familiarity with change management tools and IT frameworks.
• Certifications (required):
  Call Manager: CCNP-Collaboration, Certifications compliant with DOD 8140.03M
• Soft Skills:
  
  Strong communication, organizational, and interpersonal skills; ability to work independently and collaboratively.

• Configure, monitor, and maintain Cisco Unity Call Manager (CUCM) for voice communication systems.
• Troubleshoot and resolve issues related to VoIP systems, call routing, voicemail, and user accounts.
• Implement and manage features like auto‑attendants, call queues, and system integrations.
• Provide user training and documentation on communication systems.

• Provide first‑line support for hardware, software, and network‑related issues.
• Respond to and resolve tickets in a timely manner via phone, email, or in‑person assistance.
• Troubleshoot system errors and implement appropriate solutions to minimize downtime.

• Monitor and maintain IT systems, including servers, workstations, and network equipment.
• Perform regular system updates, patches, and backups to ensure system integrity.
• Ensure compliance with organizational IT policies and security protocols.

• Assist staff in understanding and using technology effectively.
• Conduct training sessions and create user‑friendly documentation for common processes.
• Maintain excellent communication with users to manage expectations and provide updates on issue resolution.

• Install, configure, and maintain hardware and software systems.
• Manage inventory of IT assets and ensure timely procurement and replacement of equipment.
• Collaborate with vendors for repairs or upgrades as needed.

• Maintain detailed logs of issues, solutions, and system changes.
• Provide regular reports on system performance and support activities.
• Participate in audits and ensure compliance with regulatory requirements.

• Act as a key participant in planning and implementing IT changes, ensuring minimal disruption to business operations.
• Evaluate the impact of changes to systems, processes, and user workflows.
• Create and execute change management plans, including communication strategies, training sessions, and performance metrics.
• Collaborate with stakeholders to gather input and ensure smooth adoption of new technologies or processes.
• Maintain documentation of changes, including risk assessments, testing outcomes, and post‑implementation reviews.

• Monitor network performance and troubleshoot connectivity issues.
• Ensure network security by understanding firewalls, VPNs, and other security measures.
• Assist with setting up and managing wired and wireless network infrastructure.

• Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Competitive pay, Profit Sharing, 401(k) Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
• Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program