Staff Cisco Voice and Video Administrator - Top Secret Clearance, SCI Eligibility

Install, maintain, and upgrade VoIP and VTC endpoints. Handle daily MACD requests for phones, voicemail, and user accounts in CUCM and CUC. Provide Tier 1/Tier 2 support for voice, video, and conferencing issues by phone, email, and onsite. Monitor system health and troubleshoot voice, hardware, and software issues. Perform basic troubleshooting for conference room, A/V, and VTC systems. Support VTC session scheduling, setup, and monitoring. Track and resolve incidents and service requests in ServiceNow or a similar ticketing system. Escalate complex issues to senior engineers, Tier 3 support, or vendors. Follow DoD STIGs, engineering standards, and local procedures. Coordinate repair or replacement of failed VoIP and VTC devices. Maintain clear documentation of installs, issues, and resolutions. Share recurring fixes and process improvements with the team. Requirements U.S. Citizenship required Active Top Secret/SCI required Bachelor's degree and 2-4 years of related work experience, or HS diploma and 5+ years of relevant experience Current DoD 8570/8140 IAT II-level certification required (e.g., Security+ CE, or equivalent) Working knowledge of MACD operations, endpoint provisioning, and telecom user support Fundamental understanding of Layer 1 troubleshooting and basic voice call flow concepts Strong troubleshooting, customer service, organizational, and written communication skills Experience with ServiceNow or similar ticketing systems Proficiency with Microsoft Office applications Core Competencies Demonstrates expertise in VoIP and VTC systems installation, maintenance, and troubleshooting, with a strong focus on customer service and incident resolution. Proficient in using ServiceNow for tracking service requests and incidents while adhering to DoD standards and engineering procedures. Highest-signal resume keywords VoIP Installation And Maintenance VTC Endpoint Support ServiceNow Ticketing System DoD 8570/8140 IAT II-Level Certification Troubleshooting And Customer Service ATS Optimization Keywords Hard Skills VoIP VTC MACD Operations Endpoint Provisioning Layer 1 Troubleshooting Voice Call Flow Concepts Incident Resolution System Monitoring Documentation A/V Systems Support Soft Skills Organizational Skills Written Communication Skills Certifications & Qualifications Top Secret/SCI DoD 8570/8140 IAT II-Level Certification Security+ CE Industry Keywords Telecom User Support DoD STIGs Engineering Standards Incident Management User Account Management Tools & Technologies ServiceNow Microsoft Office #J-18808-Ljbffr Jobtailor