UC Helpdesk Technician
Callahan Enterprises is looking for a qualified Unified Communications (UC) Help Desk Support Technician for an onsite position at our government end user's facility in Arlington, VA.
This role is a Tier1/Tier2 Help Desk specialist and will provide technical software, hardware and network problem resolution and make independent decisions by performing question/problem diagnosis in a call center environment. This role will document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. This role uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer’s environment.
Duties Includes But Are Not Limited To:
Remote end point and infrastructure management, dial plan and directory management, network configuration, and when required site installation or training coordination
Provide IT support call center service to remotely troubleshoot technical issues
Install, assist, and troubleshoot issues with Cisco UC devices and telepresence products including MCU, VCS, Conductor and Call Manager
Install, assist, and troubleshoot laptops, desktops, printers, multifunction devices, scanners and other various hardware technologies
Consult with immediate supervisor or higher-level IT specialists on possible solutions
Create and update IT support tickets per team standard operating procedures
Provide customer support within defined service-level agreements
Walk customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems
Ability to communicate for customer interaction and ticket documentation
Answer helpdesk calls in a timely manner
Self-identify areas of improvement related to process and technology
Three (3) years of remotely supporting video end points and infrastructure in a large federal (enterprise) environment. ·
Comprehensive knowledge on Cisco unified communications and telepresence products such as MCU, VCS, Conductor and Call Manager
Cisco certification (CCNA preferred)
Help desk technicians shall be able to address and solve all Tier 1 and Tier 2 help desk tickets opened by end users, and only escalate when issues require manufacturer intervention.
High School Diploma required, Technical training in electronics, telecommunications, or computer network hardware or software systems.
US Citizen, Current Active DoD Secret Security Clearance or higher is required.