Voice Support Specialist

Job Title: Voice Support Specialist

Location: Washington D.C.

Eligibility: Candidate must possess an active Secret clearance

Job Description:

Our client is searching for a Voice Support Specialist to support a
high-profile Washington, D.C., federal agency. This role entails
coordinating and providing operational support for enterprise VoIP and
Unified Communication service delivery, data analysis, and solving
various business problems related to the service. This position seeks a
proactive candidate who is passionate about surpassing customer
expectations and can work independently with minimal supervision. As a
full-time employee, you will be part of a small team with demonstrated
success in delivering and supporting mission-critical solutions for
government customers.

Key Responsibilities:

● Investigating operational issues and proposing solutions;
● Documenting processes and procedures and analyzing them for
improvement;
● Planning and implementing upgrades and configuration changes;
● Developing Excel-based spreadsheets and manipulating them to manage
inventory data sets effectively;
● Improving the overall operational efficiency of service delivery.

Requirements:

● Bachelor’s Degree

● Minimum 7 years of professional experience

● Minimum 3-5 years of voice/telecommunications experience in an
enterprise-class environment

● Must be able to successfully obtain and hold Secret security clearance

● Ability to work onsite at customer offices as required in the DC Metro
area 100% of the time
● General knowledge of IP data and voice communications

● Solid analytical ability and competency with Microsoft Excel

● Experience with the analysis and administration of voice/telecom
systems

● Proven research, analysis, and problem-solving skills

● Effective written and oral communication skills

● Solid planning and organizational abilities

● Able to produce professional work products using Microsoft Word and
PowerPoint

Desired Experience:

● Prior work in a federal government environment

● Experience with PowerBI and data visualization

● Familiarity with ServiceNow and trouble ticketing systems

● Exposure to secure telephony (e.g., vIPer, GEM One, etc.)

● Experience with Cisco voice products such as Call Manager

● Experience working for or with a telecommunication service provider on
voice services

● High-level technical knowledge of VoIP and Unified Communications