Voice Support Specialist

Innovative Reasoning•Tampa, FL

2d•Onsite

About The Position

The Voice Support Specialist supports voice communication systems for MARCENT, ensuring reliable telephony and VoIP services. This role maintains phone and VoIP systems, troubleshoots and resolves service outages, integrates voice systems with secure communication networks, and tracks system performance while preparing usage reports. With 3–5 years of experience, the specialist applies technical expertise in VoIP gateway configuration, SIP trunking, PBX integration, QoS implementation, WAN optimization, and secure voice encryption device integration. By combining operational awareness with technical proficiency, the Voice Support Specialist ensures MARCENT maintains dependable, secure, and mission-ready voice communications. THIS EMPLOYMENT IS CONTINGENT UPON CONTRACT AWARD

Requirements

High School Diploma required; Military Technical Schools preferred; Bachelor’s Degree desired.
3–5 years of experience providing enterprise voice communications support, preferably with secure systems.
Experience with VoIP gateway configuration and troubleshooting, SIP trunking, and protocol analysis.
Proficiency in PBX and unified communications integration.
Knowledge of QoS implementation and WAN optimization for voice traffic.
Experience integrating secure voice and encryption devices.
Ability to develop technical documentation and apply system hardening measures (STIG compliance).
Secret clearance required.
Strong diagnostic and troubleshooting skills for enterprise voice systems.
Ability to analyze and optimize performance of VoIP and telephony services.
Knowledge of DoD cybersecurity and communications standards.
Excellent communication and coordination skills to support MARCENT staff.
Proficiency with Microsoft Office Suite and VoIP management tools.
Valid U.S. Driver’s License.
Eligibility for issuance of a Common Access Card (CAC).

Responsibilities

Maintain phone and VoIP systems for MARCENT HQ.
Troubleshoot and resolve voice service outages and disruptions.
Integrate voice systems with secure communication networks.
Track system performance and prepare usage reports.
Configure and troubleshoot VoIP gateways, SIP trunking, and related protocols.
Support PBX and unified communications integration.
Implement QoS measures and optimize WAN performance for voice traffic.
Integrate secure voice and encryption devices as required.
Develop technical documentation and ensure system hardening (STIG compliance).
Assist in developing SOPs for voice communication operations.
Support lifecycle management of MARCENT voice systems including modernization efforts.
Contribute to after-action reviews and lessons learned for voice system outages or upgrades.
Maintain compliance with MARCENT administrative procedures and reporting requirements.
Ensure voice support documentation is archived according to records management standards.