UCC Technical Support Analyst
About The Position
At Imagine Believe Realize, LLC we are driven by innovation, transformation and a relentless pursuit of excellence. As an industry leader delivering impactful results, we thrive on solving complex technical challenges and developing cutting-edge solutions that empower our customers and advance critical missions. IBR is a fast-growing company fueled by passion, curiosity, and innovative thinking – where every team member has the opportunity to continuously learn, unlock their full potential, and redefine what is possible in engineering and technology. If you are inspired by innovation, eager to make a difference, and ready to bring your creativity and expertise to a mission-focused team, we invite you to join us and together, we will shape the future. Let’s Make It Real! The UCC Technical Support Analyst must be able to meet the key criteria below: Location: Must be able to be onsite in Alexandria, VA from 7:00am – 5:00pm EST Monday-Friday for project execution. Years’ Experience: 3+ years professional Help Desk experience Education: Bachelor Degree in Information Technology or equivalent experience Security Clearance: IBR is a federal contractor. Applicants must be able to obtain and maintain a Public Trust security clearance issued by the National Credit Union Administration. This agency handles and adjudicates the security clearance process. NOTE: United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance. Employment Type: Full Time Work Schedules: Must be onsite in Alexandria, VA Monday-Friday from 7:00am-5:00pm EST Key Skills: Support Microsoft 365 applications (Teams, VoIP). Support Teams meetings, webinars, and VoIP devices. Coordinate audio/visual setup for events and board meetings Troubleshoot VTC and audio bridging issues. UCC integration experience required Position Overview As an UCC Technical Support Analyst at IBR, you will play a key role in providing the central point of contact for all IT-related inquiries, support requests from end users, and will be responsible for endpoint management and Help Desk troubleshooting as a member of the National Credit Union Administration program.
Requirements
- Must be able to obtain and maintain a Public Trust security clearance
- 3+ years professional experience providing Tier 2 Help Desk experience
- Bachelor degree in Information Technology or equivalent experience
- Must be able to be onsite in Alexandria, VA from 7:00am – 5:00pm EST Monday-Friday for project execution.
- Experienced integrating UCC tools with Microsoft 365 and network systems.
- Experience supporting Microsoft 365 applications (Teams, VoIP).
- Support Teams meetings, webinars, and VoIP devices.
- Design and manage Teams Phone and VoIP infrastructure.
- Experience supporting Microsoft 365 applications (Outlook, Word, Teams, VoIP, Intune)
- Experience with digital signage and UCC integrations
- Experience supporting Teams meetings, webinars, and VoIP devices.
- Must have experience coordinate A/V setup for events and board meetings.
- Experience troubleshooting VTC and audio bridging issues.
- Experience providing support for Windows 11 basics
- ServiceNow help desk ticketing systems experience required
- Experience providing mobile device support.
- Experience troubleshooting and support with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues.
- IT asset management experience.
- ServiceNow Help Desk and Administration experience required
- Proven experience resolving tier 2 help desk tickets promptly and effectively.
- Customer service driven
- Excellent written and verbal communication skills
- Must be detail oriented
Nice To Haves
- Microsoft Teams Administrator Associate certification preferred
Responsibilities
- Provide Tier 2 Help desk support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software, hardware, and network systems.
- Leads architecture and support of unified communications (UCC) platforms and integrations.
- Will be responsible for integrating UCC tools with Microsoft 365 and network systems.
- Respond to ServiceNow tickets for workstation issues
- Support Microsoft 365 applications (Teams, VoIP).
- Support Teams meetings, webinars, and VoIP devices.
- Design and manage Teams Phone and VoIP infrastructure.
- Coordinate audio/visual setup for events and board meetings
- Support digital signage and Teams Room devices.
- Manage endpoint provisioning using Intune.
- Troubleshoot and assist with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues.
- Perform account provisioning and workstation imaging.
- Support mobile devices and asset management
- Perform account provisioning and workstation imaging.
- Track, manage, and provide monthly update on Help Desk utilization
- Coordinate with Tier 3 help desk for firewall and routing issues.
- Mentor Tier 2 UCC staff and support VIP events.
- Conduct and participate in post-incident retrospectives and issuing Root Cause Analyses.
- Attend NCUA provided training as requested
- Will always maintain a high level of customer satisfaction and professionalism.
- Support Teams Phone and Call Manager.
Benefits
- Nationwide medical, dental, and vision insurance
- 3 weeks of Paid Time Off and 11 Paid Federal Holidays
- 401k matching
- Life Insurance, Short-Term Disability, and Long-Term Disability at no cost to our employees
- Supplemental insurance options
- Flexible spending accounts and Dependent Care spending accounts
- Wellness incentives
- Reimbursement for professional development and certifications
- Access to training assistance opportunities to support career growth and progression
- Hybrid and Remote work opportunities to support work-life balance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
