Field Technician III - VoIP Support

VoIP Support Technician

EVS is seeking a VoIP Support Technician. The Field Technician III provides technical support, maintenance, troubleshooting, and operational sustainment for Voice over Internet Protocol (VoIP) systems supporting the United States Air Force Academy (USAFA). This position supports enterprise Unified Communications (UC) infrastructure, VoIP handsets, telecommunications systems, and associated network-connected devices in a mission-essential environment. The technician performs installation, maintenance, operational monitoring, outage response, and customer support activities in accordance with the Performance Work Statement (PWS).

Key Responsibilities

• Install, configure, troubleshoot, maintain, and support VoIP handsets, telecommunications equipment, and Unified Communications (UC) systems. • Support enterprise Cisco VoIP 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. • Monitor VoIP system health, alarms, and service availability to support operational continuity. • Assist 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.