IT Telecommunications Technician (VOIP)

Evolver Federal•Washington, DC

1d•Onsite

About The Position

Evolver is seeking an IT Telecommunications Technician with hands-on experience supporting VOIP end users in an enterprise environment. This role focuses on deskside/field support for phone moves/adds/changes, device setup, user assistance with softphone tools, and ticket documentation. Strong customer service and the ability to troubleshoot common telecom issues are essential. This position is performed on-site in Washington, DC (near Smithsonian Metro) during normal operating hours (Monday–Friday, 8:00 a.m.–4:30 p.m.), with occasional travel to offices in Maryland. You will provide onsite support for VOIP, MS Teams and end users, including moving phones, checking connectivity, and completing basic device configuration tasks. You will assist users with installing and using VOIP/softphone applications (e.g., Jabber/IP Communicator/Teams calling where applicable), and provide first-level troubleshooting for call quality, registration, and device functionality issues. You will log, track, and document incidents and service requests in the ticketing system (e.g., Remedy), maintain accurate resolution notes, and verify resolution with customers. You will coordinate as needed with network/support teams when issues require escalation, while maintaining ownership of customer communication and follow-through. This role also requires the ability to lift and move telecom equipment and peripherals as part of installs and office moves. Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law. Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver Federal offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.

Requirements

1 year of experience providing telecommunications/VOIP and MS Teams support in a professional environment.
1 year of experience using Microsoft Office tools (Outlook and Excel).
Ability to lift up to 50 lbs.
High School Diploma or G.E.D.
US. Citizen with the ability to pass a Government background/badging investigation.

Nice To Haves

Experience installing, resetting, and configuring desk phones and related peripherals; validating cabling and port connectivity.
Experience providing deskside and remote support for softphone solutions (e.g., Cisco Jabber, IP Communicator) and/or Teams calling devices.
Working knowledge of an IT ticketing system and strong documentation habits.
Demonstrated customer service skills and ability to communicate clearly (verbal and written).
Ability to prioritize tasks, manage multiple requests, and work effectively as part of a team.
Familiarity with common desk phone models (Cisco 8800 series a plus).
Exposure to carrier/call manager environments (e.g., Verizon/AT&T) is helpful.

Responsibilities

Provide onsite support for VOIP, MS Teams and end users, including moving phones, checking connectivity, and completing basic device configuration tasks.
Assist users with installing and using VOIP/softphone applications (e.g., Jabber/IP Communicator/Teams calling where applicable), and provide first-level troubleshooting for call quality, registration, and device functionality issues.
Log, track, and document incidents and service requests in the ticketing system (e.g., Remedy), maintain accurate resolution notes, and verify resolution with customers.
Coordinate as needed with network/support teams when issues require escalation, while maintaining ownership of customer communication and follow-through.
Ability to lift and move telecom equipment and peripherals as part of installs and office moves.