Voice Support Specialist

Hill Associates•Washington, DC

1d•$85,000 - $115,000•Onsite

About The Position

Hill Associates is seeking a Voice Support Specialist to support a high-profile federal agency in Washington, D.C. This role is responsible for coordinating and providing operational support for enterprise VoIP and Unified Communications service delivery, data analysis, and business process improvements related to voice services. The successful candidate will be proactive, customer-focused, and capable of working independently with minimal supervision while supporting mission-critical communications systems in a fast-paced government environment. In addition to enterprise voice support responsibilities, this position may also provide mobility support activities, including the preparation, configuration, deployment, troubleshooting, and end-user support of government-issued cellular devices and related mobile technologies. This position is primarily based onsite at the customer location in Washington, D.C. While there may be opportunities to work remotely an average of one to two days per week based on operational needs, remote work is not guaranteed and may be modified or eliminated at any time based on customer or business requirements.

Requirements

Bachelor's degree.
Minimum of seven (7) years of professional experience.
Minimum of three (3) to five (5) years of enterprise voice/telecommunications experience.
Ability to obtain and maintain a Secret security clearance.
Ability to work onsite at the customer location in Washington, D.C. as required.
General knowledge of IP networking, voice communications, and telecommunications technologies.
Strong analytical skills with proficiency in Microsoft Excel.
Experience administering and analyzing enterprise voice and telecommunications systems.
Strong research, analytical, and problem-solving abilities.
Excellent written and verbal communication skills.
Strong organizational and planning skills.
Proficiency with Microsoft Word, Excel, and PowerPoint.

Nice To Haves

Experience supporting federal government customers.
Experience with Microsoft Power BI and data visualization.
Familiarity with ServiceNow or similar ticketing platforms.
Experience supporting secure telephony solutions (e.g., vIPer, GEM One).
Experience with Cisco Unified Communications Manager (CUCM) and Cisco voice technologies.
Experience working for or alongside a telecommunications service provider.
Advanced knowledge of VoIP and Unified Communications technologies.
Experience supporting enterprise mobility or mobile device management (MDM) environments is a plus.

Responsibilities

Investigate operational issues and recommend effective technical and process solutions.
Document operational procedures and identify opportunities for continuous improvement.
Plan and implement system upgrades and configuration changes.
Develop and maintain Excel-based spreadsheets to manage inventory and operational data.
Analyze service metrics and support improvements to operational efficiency.
Support enterprise VoIP and Unified Communications service delivery.
Assist with inventory management and lifecycle tracking of telecommunications equipment.
Provide customer support and technical troubleshooting for voice communications services.
Support cell phone and mobility operations, including: Preparing and configuring mobile devices; Deploying and provisioning government-issued cellular equipment; Providing end-user support and troubleshooting; Assisting with mobile device inventory and lifecycle management.