Staff Cisco Voice and Video Administrator – Top Secret Clearance, SCI Eligibility

• 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
• Bachelor's degree and 2-4 years of related work experience, or HS diploma and 5+ years of relevant experience
• Current DoD 8570/8140 IAT II-level certification required (e.g., Security+ CE, or equivalent)
• Working knowledge of MACD operations, endpoint provisioning, and telecom user support
• Fundamental understanding of Layer 1 troubleshooting and basic voice call flow concepts
• 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. Proficient in using Service Now for tracking service requests and incidents while adhering to DoD standards and engineering procedures.

• VoIP Installation And Maintenance
• VTC Endpoint Support
• Service Now Ticketing System
• DoD 8570/8140 IAT II-Level Certification
• Troubleshooting And Customer Service

• VoIP
• VTC
• MACD Operations
• Endpoint Provisioning
• Layer 1 Troubleshooting
• Voice Call Flow Concepts
• Incident Resolution
• System Monitoring
• Documentation
• A/V Systems Support

• Organizational Skills
• Written Communication Skills

• Top Secret/SCI
• DoD 8570/8140 IAT II-Level Certification
• Security+ CE

• Telecom User Support
• DoD STIGs
• Engineering Standards
• Incident Management
• User Account Management

• Service Now
• Microsoft Office