Senior PBX/VoIP Technician

About the role

The Office of Emergency Management (A/DOES/RP/OEM) is the Department of State organization responsible for fulfilling the Department's responsibilities mandated by Presidential Policy Directive 40 (PPD-40), National Continuity Policy. The Continuity Communications Division (A/DOES/RP/OEM/CCD) is responsible for developing emergency and continuity plans and programs and an appropriate state of readiness that prepare the Secretary and the Department to respond to any national security emergency.

Responsibilities

• Installs, maintains, and troubleshoots secure and unsecure telephone and video telecommunications systems for the Department as a member of the Secure Communications Team
• Serves as 24/7 on-call point of contact for all communications issues, ensuring continuity of mission-critical operations across Department facilities
• Configures and manages PBX/VOIP systems, including user extensions, call routing, voicemail systems, and automated attendants
• Performs system upgrades, patches, and firmware updates to maintain optimal performance and security compliance
• Monitors system performance and generates reports on call quality, system capacity, and usage patterns
• Installs and configures network infrastructure, including routers, switches, access points, and structured cabling systems at facilities and remote locations
• Conducts regular system testing and quality assurance checks to identify and resolve potential issues before they impact operations
• Maintains accurate documentation of system configurations, network diagrams, and standard operating procedures
• Provides technical training and support to end users on telecommunications equipment and features
• Coordinates with vendors and service providers to resolve complex technical issues and manage service contracts
• Adapts to the dynamic requirements of supporting high-level government officials in a fast-paced, security-conscious environment
• Ensures all telecommunications systems comply with Department security policies and federal regulations
• Supports the deployment and execution of National Continuity Programs by providing transportation, Telecommunications, logistics, and facility setup and operations at designated alternate work locations

Requirements

• Experience as a self-motivated individual with experience, knowledge, and skills as a Sr. PBX/VoIP Engineer/Technician
• Minimum 5-7 years of hands-on experience installing, configuring, and maintaining enterprise PBX/VOIP systems (Avaya, Cisco Unified Communications Manager, Mitel, Microsoft Teams Phone System)
• Strong communication skills (verbal and written), tact, services, and teamwork are critical
• Strong knowledge of VOIP protocols including SIP, H.323, RTP, and QoS implementation
• Experience with installing and programming switches, routers, access points, CCTV, infrastructure cabling and PBX's
• 4+ years with proficiency in network infrastructure, including TCP/IP, VLANs, routing, switching, and firewall configurations
• Experience with session border controllers (SBCs) and gateway configurations
• Demonstrated ability to troubleshoot complex telecommunications issues using diagnostic tools and call analysis software
• Top-Secret clearance, with the ability to acquire Sensitive Compartmented Information (SCI) access

Qualifications

• Valid telecommunications or network certifications (e.g., Cisco CCNA/CCNP Collaboration, Avaya ACSS/ACIS, CompTIA Network+)

Benefits

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas