VOIP TECHNICIAN

Empower AI Inc.•Marion Township, PA

2d•$91,280 - $141,280•Onsite

About The Position

Empower AI is seeking a VoIP Technician to support a newly awarded DCSA contract. The role installs, configures, and provides Tier II support for enterprise voice services for a Department of War agency across NIPRNet, SIPRNet, and JWICS enclaves. The technician independently analyzes escalated incidents, determines root causes and appropriate resolutions or escalations, provisions voice users and devices, performs moves, adds, and changes, and maintains endpoint security compliance and inventory records. The position also supports voice, video, cabling, and conference-room installation projects. It includes technical site surveys, installation planning and validation, structured cabling design and certification, as-built documentation, and mentoring Cable/Infrastructure Technicians. The role requires independent judgment and discretion in supporting program and customer needs. This is an onsite position in Boyers, Pennsylvania, with up to 15% travel. The core schedule is 6:00 a.m. to 6:00 p.m. ET; the technician participates in an after-hours on-call rotation and supports Saturday maintenance windows. The stated base salary range is $91,280 to $141,280 per year, with actual compensation subject to factors including location, skills, experience, contractual requirements, and performance.

Requirements

Bachelor's degree and at least 4 years of related experience, or an additional 4 years of related experience in lieu of the degree.
U.S. citizenship.
Active Top Secret clearance, favorably adjudicated T5/T5R, required to start; the position is a Privileged User role.
Willingness and ability to obtain TS/SCI eligibility after starting if required by mission needs.
Must be within investigation scope and/or currently enrolled in Continuous Evaluation or Continuous Vetting.
Current DoD 8570/8140 IAT Level I baseline certification before performing cybersecurity-related duties, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP.
Ability to work independently, analyze problems, determine an appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
At least 3 years of experience installing and supporting enterprise VoIP, VTC, and/or telecommunications equipment.
Solid understanding of IP networking, including TCP/IP, VLANs, QoS, PoE, DHCP, and DNS, and voice/video protocols, including SIP, H.323, and RTP.
Hands-on experience with Cisco Unified Communications (CUCM, Jabber) and Cisco and/or Poly VTC endpoints, or equivalent enterprise platforms.
Experience installing, terminating, testing, and documenting structured copper and fiber cabling.
Ability to lift and move equipment weighing up to 50 pounds and work on ladders and above ceilings.
Ability to work the 6:00 a.m. to 6:00 p.m. ET core schedule and participate in an after-hours on-call rotation and Saturday maintenance windows.
Strong customer service, documentation, and communication skills.
Willingness and ability to travel to regional sites as pre-approved, up to 15% of the time.

Nice To Haves

Cisco CCNA or CCNP Collaboration, CompTIA Network+ CE and Security+ CE, BICSI Technician, or CTS certification.
Experience working across NIPRNet, SIPRNet, and JWICS security enclaves and with classified system handling procedures.
Experience supporting Department of War, DoD, or Intelligence Community communications environments.
Familiarity with DISA STIGs for VoIP, VTC, and network devices and with ACAS vulnerability remediation.
Experience with ServiceNow or a comparable enterprise ITSM platform, including incident, request, knowledge, CMDB, Service Catalog, or Virtual Agent functions.
Experience with Cisco Unity Connection, Expressway, TelePresence Management Suite, or Webex/Zoom for Government room systems.
Experience supporting secure VTC on SIPRNet/JWICS and TEMPEST or classified installation requirements.

Responsibilities

Analyze escalated Tier II voice incidents involving registration, call quality, voicemail, Jabber softphones, analog/fax adapters, and gateways using CUCM, Unity Connection, and monitoring tools; determine root cause and resolve or escalate to the VoIP Engineer.
Provision and configure VoIP phones, users, lines, device profiles, voicemail boxes, hunt groups, and softphone clients according to dial plan, class-of-service, and E911 standards; perform and verify user moves, adds, and changes.
Determine installation approaches for VoIP endpoints and gateways within engineering designs for site installations and refreshes; execute and test installations and maintain as-built and inventory records.
Evaluate voice endpoints and gateways for firmware and DISA STIG compliance, apply approved updates within policy timeframes, and document procedures and knowledge articles for Tier I enablement.
Diagnose escalated voice and video incidents, including endpoint registration, call quality, VTC connectivity, and softphone behavior; isolate faults and determine resolution or escalation to engineering.
Determine installation and configuration approaches for VoIP phones, softphone clients, voice gateways, analog adapters, VTC endpoints and codecs, and conference-room A/V systems; implement and validate installations within engineering designs and DoD security requirements.
Design cabling solutions for user spaces and telecommunications rooms, including pathways, copper or fiber media, terminations, testing, and labeling; perform and certify installations and provide as-built documentation.
Conduct technical site surveys for new locations and expansions; analyze power, networking, cabling, and A/V requirements; prepare findings reports and inputs to the Project Installation Plan.
Support installation projects and mentor Cable/Infrastructure Technicians.
Travel to regional sites as pre-approved, up to 15% of the time; participate in after-hours on-call rotation and Saturday maintenance windows.