Voice Support Specialist

Job Description

The Voice Support Specialist supports voice communication systems for MARCENT, ensuring reliable telephony and VoIP services. This role maintains phone and VoIP systems, troubleshoots and resolves service outages, integrates voice systems with secure communication networks, and tracks system performance while preparing usage reports. With 3–5 years of experience, the specialist applies technical expertise in VoIP gateway configuration, SIP trunking, PBX integration, QoS implementation, WAN optimization, and secure voice encryption device integration.

By combining operational awareness with technical proficiency, the Voice Support Specialist ensures MARCENT maintains dependable, secure, and mission‑ready voice communications. THIS EMPLOYMENT IS CONTINGENT UPON CONTRACT AWARD.

Responsibilities / Duties

• Maintain phone and VoIP systems for MARCENT HQ.
• Troubleshoot and resolve voice service outages and disruptions.
• Integrate voice systems with secure communication networks.
• Track system performance and prepare usage reports.
• Configure and troubleshoot VoIP gateways, SIP trunking, and related protocols.
• Support PBX and unified communications integration.
• Implement QoS measures and optimize WAN performance for voice traffic.
• Integrate secure voice and encryption devices as required.
• Develop technical documentation and ensure system hardening (STIG compliance).

Supplemental Duties

• Assist in developing SOPs for voice communication operations.
• Support lifecycle management of MARCENT voice systems including modernization efforts.
• Contribute to after‑action reviews and lessons learned for voice system outages or upgrades.

Administrative Duties

• Maintain compliance with MARCENT administrative procedures and reporting requirements.
• Ensure voice support documentation is archived according to records management standards.

Supervisory Responsibilities

None.

Education / Experience / Qualification

• High School Diploma required;
  Military Technical Schools preferred;
  Bachelor’s Degree desired.
• 3–5 years of experience providing enterprise voice communications support, preferably with secure systems.
• Experience with VoIP gateway configuration and troubleshooting, SIP trunking, and protocol analysis.
• Proficiency in PBX and unified communications integration.
• Knowledge of QoS implementation and WAN optimization for voice traffic.
• Experience integrating secure voice and encryption devices.
• Ability to develop technical documentation and apply system hardening measures (STIG compliance).
• Secret clearance required.

Additional Skills

• Strong diagnostic and troubleshooting skills for enterprise voice systems.
• Ability to analyze and optimize performance of VoIP and telephony services.
• Knowledge of DoD cybersecurity and communications standards.
• Excellent communication and coordination skills to support MARCENT staff.
• Proficiency with Microsoft Office Suite and VoIP management tools.

Location

Primary workplace is MARCENT Headquarters, Mac Dill Air Force Base, Tampa, Florida.

Work Environment

Office environment within a joint military / civilian / contractor staff. Includes direct coordination with MARCENT IT and communications staff, and support for secure voice services.

Physical Demands

Primarily sedentary office work with extensive computer use. May involve hands‑on tasks with voice communication hardware during installation or troubleshooting.

Work Schedule

Full‑time, 40 hours per week. Monday–Friday, 0800–1600. May require flexibility during outages, upgrades, or surge requirements.

License and Other Requirements

Valid U.S. Driver’s License. Eligibility for issuance of a Common Access Card (CAC).

Salary and Benefits

As stated during the hiring process.

Security Clearance

Secret clearance required.

Travel

May include CONUS and OCONUS travel to support MARCENT voice communication operations and training.

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