VOIP TECHNICIAN

Overview

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. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

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.

Responsibilities

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 QUANTICO, VA (RKB) 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 timeframes, 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.

Qualifications

REQUIREMENTS:

• Bachelor's degree and a minimum of 3 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 certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 3 years of experience installing and supporting enterprise VoIP, VTC, and/or telecommunications equipment.
• Solid understanding of IP networking (TCP/IP, VLANs, QoS, PoE, DHCP, DNS) and voice/video protocols (SIP, H.323, RTP).
• Hands-on experience with Cisco Unified Communications (CUCM, Jabber) and Cisco and/or Poly VTC endpoints, or equivalent enterprise platforms.
• Experience performing structured cabling installation, termination, testing, and documentation (copper and fiber).
• Ability to lift and move equipment up to 50 pounds, work on ladders and above ceilings, and travel to regional sites as pre-approved (up to 15% of the time).
• Ability to work a 6:00 a.m. to 6:00 p.m. ET core schedule, participate in an after-hours on-call rotation, and support Saturday maintenance windows.
• Strong customer service, documentation, and communication skills.

DESIRED SKILLS:

• Cisco CCNA or CCNP Collaboration, CompTIA Network+ CE and Security+ CE, BICSI Technician, or CTS certification.
• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures.
• Experience supporting Department of War (DoW), DoD, or Intelligence Community communications environments.
• Familiarity with DISA STIGs for VoIP, VTC, and network devices and with ACAS vulnerability remediation.
• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform.
• Experience with Cisco Unity Connection, Expressway, TelePresence Management Suite, or Webex/Zoom for Government room systems.
• Experience supporting secure VTC (SIPRNet/JWICS) and TEMPEST or classified installation requirements.

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

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