Processes Tier 2 and Tier 3 troubleshooting tickets across voice, video, and collaboration platforms; provides support to end users and agency IT staff for device configuration, unified communications software and hardware, account administration, and platform-specific products and services including Cisco IP phones, Webex calling, Microsoft Teams, and integrated room systems; assists with the creation of equipment configuration models for phone and call management systems, voicemail systems, contact center applications, and call routing gateways; assists with the operation and support of integrated audiovisual presentation systems, video conferencing systems, and web collaboration applications. Installs, configures, and tests unified communications and audiovisual collaboration hardware and software; supports the migration of users and services from on-premise infrastructure to cloud-based platforms including Webex Cloud Calling and Dedicated Instance; researches new and modified hardware and software products to determine performance, compatibility, and interoperability within the enterprise environment; participates in integration testing and user acceptance testing for new platforms, features, and automation tools; assists with provisioning automation workflows including tools such as Kurmi and ServiceNow integrations.