Voice and Video Technician

Responsibilities

• Install, maintain, and upgrade VoIP and VTC endpoints
• Handle daily MACD requests for phones, voicemail, and user accounts in CUCM and CUC
• Provide Tier 1/Tier 2 support for voice, video, and conferencing issues by phone, email, and onsite
• Monitor system health and troubleshoot voice, hardware, and software issues
• Perform basic troubleshooting for conference room, A/V, and VTC systems
• Support VTC session scheduling, setup, and monitoring
• Track and resolve incidents and service requests in Service Now or a similar ticketing system
• Escalate complex issues to senior engineers, Tier 3 support, or vendors
• Follow DoD STIGs, engineering standards, and local procedures
• Coordinate repair or replacement of failed VoIP and VTC devices
• Maintain clear documentation of installs, issues, and resolutions
• Share recurring fixes and process improvements with the team

• U.S. Citizenship required
• Active Top Secret/SCI required
• High school diploma and 3 to 5 years of related experience supporting voice, video, telecommunications, or unified communications systems
• Current DoD 8570/8140 IAT II-level certification required (e.g., Security+ CE, or equivalent)
• Experience supporting Cisco collaboration tools ver. 14+ or higher, including CUCM, Cisco Unity Connection, and related voice/video technologies
• Working knowledge of MACD operations, endpoint provisioning, and telecom user support
• Fundamental understanding of Layer 1 troubleshooting and basic voice call flow concepts
• Ability to provide professional support to users in a fast‑paced, mission‑focused environment
• Strong troubleshooting, customer service, organizational, and written communication skills
• Experience with Service Now or similar ticketing systems
• Proficiency with Microsoft Office applications

Demonstrates expertise in VoIP and VTC systems installation, maintenance, and troubleshooting, with a strong focus on customer service and incident resolution in a fast‑paced environment. Proficient in using Cisco collaboration tools and Service Now for effective support and documentation.