UC VoIP Technician Level 3 ECS2003
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IC-CAP LLC is a Woman Owned / HUBZone Small Business working in the Department of Defense and Intelligence Community. We are always looking for highly talented, energetic, and dynamic professionals that are interested in protecting the defense of our nation.
Some of the positions are future positions. Please look at the opening line of the job description to determine if this is an open or future position.
We are looking to fill this position at the following location(s):
- Colorado Springs, CO
Job Description
Tier II VTC Technician (Shift Work):
IC-CAP is currently seeking a talented Video Teleconferencing (VTC) Administrator with an active TS/SCI clearance to provide monitoring, maintenance, and advanced support of video communications for Enterprise Unified Communications supporting a 24x7 NOC (Network Operations Center). Responsibilities include Tier I and Tier II resolution and customer support for scheduled or active video teleconferences (VTCs). The candidate must be familiar with the use of VC Wizard VTC scheduling software, SharePoint, Service Central Ticketing System, Tandberg Management System (TMS), and other VTC support tools as needed.
Flexibility Requirement:
NOC is 24x7 shift work; to include weekends and holiday for all employees
Day Shift: 6am – 2:30pm
Swing Shift: 2pm – 10:30pm
Mid Shift: 10:30pm – 6am
Level 3:
Skills and Task - Exceptionally Complex: Researches and evaluates new concepts and processes to improve performance. Analyzes cross-functional problem sets, identifies root causes and resolves issues. Assists more junior level technicians, specialists, and managers in their activities. Can perform all tasks of lower level technicians, specialists, and/or managers.
Leadership/Management: Works individually, actively participates on integrated teams, and leads multiple tasks, projects or teams. Oversees and monitors performance, and when required, takes steps to resolve issues.
Guidance: Directs multiple teams through to project completion. Provides guidance and direction to lower level technicians, specialists, and managers.
Skill Requirements:
Familiarity with Video Teleconferencing (VTC) service and support to include scheduling; monitoring; administrative support and technical assistance to Video
Teleconference customers
Manage resource availability and conflicts for Video Networks
Ensure compliance with VTC network security policies and procedures
Possess understanding of H323 Protocol Stack
Comprehensive knowledge of network topology; along with VTC network hardware and software tools listed above
Knowledge of operating systems and applications as they pertain to the VTC environment
Interface with vendors to ensure proper performance of tools and software packages
Process Authorized Service Interruptions (ASI's) as directed by management
Provide After Action Reports (AARs) for Problem Management resolution
Participate in special projects as required by management
Education and Experience:
High School Diploma + 9 years
Associate's Degree + 7 years
Bachelor's Degree + 5 years
Master's Degree + 3 years
PhD + 0 years
Key Competencies:
Interpersonal Skills
Effective Communication skills - verbal and written
Listening skills
Problem analysis and problem solving
Attention to detail and accuracy
Customer Service oriented
Ability to work independently within a Team Concept
Ability to multitask in a stressful environment
Training and Certifications:
DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the task order.
Applicable software or hardware training and certifications commensurate with the technical objectives, services required and IT environment specified within the task order.
Security Clearance:
TS/SCI