Field Technician IV - Telecom Support

Description

Secret Clearance Required

EVS is seeking a Telecom Support Technician IV. The Field Technician IV provides advanced operational, maintenance, and technical support for the Voice over Internet Protocol (VoIP) infrastructure supporting the United States Air Force Academy (USAFA). This position is responsible for installation, troubleshooting, repair, maintenance, monitoring, and sustainment of enterprise VoIP systems, Unified Communications (UC) equipment, IP telephony devices, and associated telecommunications infrastructure in support of mission-essential operations. The technician supports outage response, preventive maintenance, system upgrades, and operational readiness requirements in accordance with the Performance Work Statement (PWS).

Key Responsibilities

• Install, configure, maintain, troubleshoot, and repair VoIP systems, IP telephony devices, and Unified Communications (UC) infrastructure.
• Support Cisco Unified Communications Manager (UCM), VoIP gateways, routers, handsets, and associated telecommunications equipment.
• Perform troubleshooting and repair activities for VoIP outages, degraded services, and telecommunications failures.
• Monitor VoIP system performance, call quality, alarms, and operational status to ensure system availability requirements are met.
• Perform system checks, operational inspections, and first-look diagnostics to identify and resolve issues affecting VoIP operations.
• Install new telephone systems, VoIP handsets, and associated equipment within required work order timelines.
• Coordinate telephone installations, moves, changes, and removals through Government ticketing systems including ServiceNow and CIPS.
• Maintain and update VoIP system configurations, endpoint records, and call routing information.
• Support software updates, firmware upgrades, system patching, and cybersecurity compliance activities in accordance with DISA STIG and IAVA requirements.
• Perform preventive maintenance inspections (PMI), equipment cleaning, testing, adjustments, and warranty tracking activities.
• Support interoperability and integration activities involving VoIP, VTC systems, and DISA Global Video Services (GVS).
• Document maintenance activities, work orders, outage reports, and repair actions within Government Automated Information Systems (AIS).
• Coordinate with Government personnel, cybersecurity teams, vendors, and technical support teams to ensure uninterrupted voice communications support.
• Support E911 systems, call manager modules, and emergency communications functions.
• Respond to Priority 1, 2, and 3 outages within required response timelines during core and non-core hours.
• Participate in after-hours on-call support rotations and emergency outage response activities.
• Support operational standby requirements, CORONA events, graduation activities, VIP support requirements, and other mission-critical operations.

Requirements

Required Qualifications

• Active Secret Security Clearance required.
• Minimum of 4-6 years of experience supporting VoIP systems, telecommunications infrastructure, or enterprise communications environments.
• Experience supporting Cisco VoIP technologies, Unified Communications systems, IP telephony, and enterprise telecommunications equipment.
• Experience troubleshooting VoIP outages, call routing issues, handset failures, and network-based communications systems.
• Familiarity with Cisco Unified Communications Manager (UCM), SIP protocols, VoIP gateways, and enterprise voice systems.
• Knowledge of telecommunications cabling, handset deployment, and VoIP endpoint configuration.
• Familiarity with ServiceNow, CIPS, or similar enterprise ticket management systems.
• Understanding of DISA STIGs, cybersecurity compliance requirements, and DoD operational environments preferred.
• Strong troubleshooting, analytical, communication, and customer service skills.
• Ability to work independently and support mission-critical operations in fast-paced environments.

Certifications (Preferred/Required)

• CompTIA Security+ CE or equivalent DoD 8140 compliant certification required.
• VMware/Broadcom certifications required.
• Cisco Certified Network Associate (CCNA) or CCNA Collaboration preferred.
• Cisco Unified Communications certifications preferred.

Work Environment

• On-site position supporting the United States Air Force Academy (USAFA).
• Requires participation in standard operating hours and after-hours/on-call support rotations.
• May require lifting, transporting, and installing telecommunications equipment and VoIP hardware.
• May require support during federal holidays, emergency operations, and mission-critical activities.
• Position supports mission-essential communications infrastructure.