Field Technician III - Telecom Support

Key Responsibilities

• Install, configure, troubleshoot, maintain, and support VoIP handsets, telecommunications equipment, and Unified Communications (UC) systems.
• Support enterprise Cisco Systems, IP telephony devices, gateways, and associated communications infrastructure.
• Respond to and troubleshoot VoIP outages, degraded service conditions, and customer-reported telecommunications issues.
• Perform operational inspections, diagnostics, and first-look troubleshooting activities to restore communications services.
• Install telephones, relocate equipment, remove obsolete devices, and complete service requests within required timelines.
• Maintain VoIP system health, alarms, and service availability to support operational continuity.
• Aid with software updates, firmware upgrades, patching, and configuration changes for supported VoIP systems.
• Support preventive maintenance inspections (PMI), equipment testing, cleaning, and operational sustainment activities.
• Troubleshoot handset connectivity, call routing issues, voicemail functions, and endpoint configuration problems.
• Utilize Government ticketing systems including ServiceNow and CIPS to document service requests, maintenance activities, and outage response actions.
• Coordinate with senior VoIP technicians, Systems Administrators, and Government personnel to resolve technical issues and maintain communications services.
• Support interoperability testing and coordination activities involving VoIP and VTC systems.
• Maintain accurate documentation for equipment inventories, installations, repairs, and maintenance activities.
• Support operational standby requirements, VIP support requests, special events, graduation activities, and mission-critical communications support.
• Respond to Priority 1, 2, and 3 outages in accordance with contract response timelines.
• Participate in after-hours support and on-call rotations as required.
• Ensure compliance with Government cybersecurity procedures, operational security requirements, and telecommunications support policies.

Required Qualifications

• Active Secret Security Clearance required.
• Minimum of 1–3 years of experience supporting VoIP systems, telecommunications support, desktop support, or enterprise communications environments.
• Experience supporting Cisco VoIP systems, IP telephony devices, or Unified Communications platforms preferred.
• Knowledge of VoIP troubleshooting, telecommunications hardware, handset configuration, and network-based communications systems.
• Familiarity with ServiceNow, CIPS, or similar ticket management systems.
• Basic understanding of DISA STIGs, cybersecurity compliance, and DoD operational environments preferred.
• Strong troubleshooting, customer service, and communication skills.
• Ability to work independently and as part of a technical support team.
• Ability to manage multiple service requests in a fast-paced operational environment.

Certifications (Preferred/Required)

• CompTIA Security+ CE or equivalent DoD 8140 compliant certification required.
• Cisco Certified Technician (CCT), CCNA, or related telecommunications certification preferred.
• VMware/Broadcom 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 and operational support functions.