Field Technician IV - Telecom Support

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.
• 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

• 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.

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.