VOC Specialist (Government)

This position requires office presence of a minimum of 5 days per week and is located at the customer's site. No relocation is offered.

About the role

AT&T Global Public Sector is a trusted provider of secure, IP-enabled, cloud-based network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing, and empowering a diverse, high-performing workforce passionate about our shared values and dedicated to our customers’ mission. This role supports the Federal Government in providing O&M support of contracted operations as a VOC Specialist.

Responsibilities

• Schedule video conferences with remote sites, accommodate all conferences, establish the conferences, maintain Video Teleconference (VTC) schedules, and facilitate periodic test calls.
• Provide customer interface, first-tier support, and troubleshooting.
• Operate and troubleshoot multi-vendor equipment, including Polycom, Cisco, Pexip, and others.
• Facilitate third-tier call-out, including trouble tickets, installation, and operation of all video teleconference equipment.
• Demonstrate strong customer service skills and phone presence, with excellent verbal and written communication.
• Apply knowledge of H.323, TCP/IP, and SIP protocols up to Tier 2 level troubleshooting for customer calls.
• Use common desktop software (Windows) and Microsoft Applications (e.g., Excel, Word).
• Perform overtime, shift work, and occasional travel as required, or other duties as assigned.

Requirements

• Must be able/willing to obtain a TS clearance (active clearance is a plus).
• Must initially be able to obtain Public Trust clearance.
• Poly, Cisco, and other IT-related certifications are a plus.
• Working-level experience with common desktop software and Microsoft Applications.

Pay

Starting salary for this role ranges from $50,000 – $61,500. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Benefits

• Medical, dental, and vision coverage.
• 401(k) plan.
• Tuition reimbursement program.
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays).
• Paid Parental Leave and Paid Caregiver Leave.
• Additional sick leave beyond state and local requirements (unprotected).
• Adoption reimbursement.
• Disability benefits (short-term and long-term).
• Life and accidental death insurance.
• Supplemental benefit programs: critical illness, accident, hospital indemnity, group legal.
• Employee Assistance Programs (EAP).
• Extensive employee wellness programs.
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available), and AT&T phone.

Schedule

• 40 hours per week.
• Regular time type.

Location: Mount Weather, Virginia