Unified Communications Analyst -Subject Matter Expert|Req#4011

Description

Unified Communications Analyst -Subject Matter Expert

Location:On Site – Vienna, VA
Clearance:Top Secret (TS)/SCI

Position Overview:

This exciting opportunity is centered on providing comprehensive telecommunications support to the FBI. As a Telecommunications Support Technician, you will play a critical role in the daily operations and maintenance of the FBI’s complex Avaya telecommunication systems and related infrastructure. This position combines hands-on technical operations with responsive user support in a dynamic, mission-critical federal environment. The role demands a multifaceted technician who can effectively support enterprise voice systems, mobile device configurations, classified conferencing solutions, and end-user training. You'll interact regularly with both internal FBI personnel and external vendors to ensure optimal performance of telecom systems, while also supporting mission-essential events, secure communications, and classified operations.

Responsibilities:

• Perform the daily operation & maintenance tasks on the TSC's Avaya telecommunication systems and all connected components and systems.
• Track, issue, return, configure, and troubleshoot the FBl's smart phones.
• Communicate with headquarters telecommunications personnel for support and service requirements as needed. Shall communicate with outside vendors and service providers for support and service requirements as needed.
• Assist TSC personnel in the utilization of TSC's Avaya telecommunication equipment, MS Teams, and MS Skype applications.
• Provide training to TSC personnel on the utilization of TSC's Avaya telecommunication equipment, MS Teams, and MS Skype applications.
• Join, participate in, and support users of unclassified, secret classified, and top secret SCI classified telecommunications equipment such as desk phones, TS/SCI network video teleconference calls, meetings, and events.
• Monitor the TSC work ticketing system for telecommunication related support request tickets. Respond to tickets from the TSC work ticketing system, updating and/or closing tickets as work proceeds.
• Work with the TSC Senior Audio Visual Technician on projects and support requests that require both telecommunication and AV support.
• Participate in departmental cross-training efforts as both instructor and trainee. Shall manage special projects as required.
• Assist with other duties as assigned in the unit.
• Correct malfunctions in these systems by testing, analyzing, and restoring telecommunication systems to full capacity.
• Provide excellent customer service skills, be highly organized, and able to multi-task.
• Produce professional documentation and written communications with proper spelling, grammar, and professional formatting.

Required Qualifications:

• Subject matterexpert levelextensive knowledge andexperience operating, programming, andtroubleshooting the Avaya CS1000 PBX, MCM call center system, Telstrat telephone recording system, call pilot voicemail system, PRI circuit equipment, and typical associated equipment and circuits.
• Extensive knowledge and experience utilizing the Microsoft Teams applications and Microsoft Skype for Business applications for video teleconferencing in both conference rooms and individual user workstations.
• Extensive knowledge and experience training end users in the proper use of telecommunication equipment, including but not limited to Avaya telephones, Microsoft Teams, and Microsoft Skype.
• Familiar with basic IP network administration and operations concepts required to troubleshoot Voice over IP telephone systems.
• Knowledge and experience utilizing, configuring, and troubleshooting mobile telephones.
• Experience utilizing Microsoft Office applications including Word, Excel, PowerPoint, and Outlook for daily tasks.
• Experience operating, programming, and troubleshooting the Avaya CS1000 PBX, MCM call center system, Telstrat telephone recording system, call pilot voicemail system, and typical associated equipment and circuits.
• Knowledge utilizing Microsoft Teams applications and Microsoft Skype for Business applications for video teleconferencing.

Preferred Experience:

• Minimum of Five (5) years of experience operating, programming, and troubleshooting the Avaya CS1000 PBX, MCM call center system, Telstrat telephone recording system, call pilot voicemail system, and typical associated equipment and circuits.

• Minimum of two (2) years' experience utilizing Microsoft Teams applications and Microsoft Skype for Business applications for video teleconferencing.

ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 26+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!

Core Capabilities:

• Advanced and Managed IT Services
• Agile Software Development
• DevSecOps
• Cybersecurity
• Health IT
• C4ISR & SIGINT
• Data Center Engineering & Operations
• Engineering & Installation

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:

• Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet is proud to be named a Top Workplace for the twelfth year in a row (2014 - 2025). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation.

What's in It For You?

As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference?

ActioNet is an equal-opportunity employer and values inclusion at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life and AD&D Insurance
• 401(k) Savings Plan
• Education and Professional Training
• Flexible Spending Accounts (FSA)
• Employee Referral and Merit Recognition Programs
• Employee Assistance and Identity Theft Protection
• Paid Holidays: 11 per year
• Paid Time Off (PTO)
• Disability Insurance

ActioNet is an equal opportunity employer and value inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

********Direct Applicants, only. No Agencies, No third-party recruiters, please********