Senior PBX/VoIP Technician

Job Description

Job Description

Position Summary
he Senior PBX/VoIP Technician serves as a critical member of the Secure Communications Team supporting the Department of States Office of Emergency Management (OEM/CCD). This Key Personnel role is responsible for the installation, configuration, operation, maintenance, and troubleshooting of secure and non-secure PBX/VoIP telecommunications systems that directly support national continuity communications and Presidential Policy Directive 40 (PPD-40) mission requirements. The incumbent provides 24/7 on-call technical support for mission-critical voice and video telecommunications systems and supports continuity operations at alternate work locations as required.

• Install, configure, maintain, and troubleshoot enterprise PBX/VoIP systems (including Avaya, Cisco Unified Communications Manager, Mitel, and Microsoft Teams Phone System) across classified and unclassified environments.
• Serve as the primary 24/7 on-call point of contact for all telecommunications issues, ensuring uninterrupted continuity of operations for Department leadership and emergency response teams.
• Configure and manage user extensions, call routing, voicemail, automated attendants, and advanced call-center features.
• Perform system upgrades, security patches, firmware updates, and performance optimizations while maintaining strict compliance with Department security policies.
• Design, install, and maintain network infrastructure supporting VoIP services, including routers, switches, access points, session border controllers (SBCs), and structured cabling.
• Monitor system performance, generate usage and quality reports, and proactively identify and resolve potential service-impacting issues.
• Provide technical training and support to end-users and junior technicians on telecommunications systems and features.
• Support the deployment and execution of National Continuity Programs, including transportation, logistics, communications setup, and operations at designated alternate work locations.
• Utilize Government vehicles solely for official OEM mission needs when required.
• Maintain accurate technical documentation, network diagrams, standard operating procedures (SOPs), and equipment inventories.
• Coordinate with vendors and service providers for complex issue resolution and contract management.
• Participate in national-level exercises, training events, and continuity testing as required.
• Perform additional duties as assigned to support OEMs emergency management and continuity mission.

• Minimum 57 years of hands-on experience installing, configuring, and maintaining enterprise-grade PBX/VoIP systems in a secure government or large-scale enterprise environment.
• Demonstrated expertise with VoIP protocols (SIP, H.323, RTP) and Quality of Service (QoS) implementation.
• Strong proficiency in network infrastructure, including TCP/IP, VLANs, routing, switching, firewall configurations, and session border controllers.
• Proven ability to troubleshoot complex telecommunications issues using diagnostic tools and call analysis software.
• Excellent verbal and written communication skills with the ability to interact effectively with technical and non-technical audiences, including senior government officials.
• Ability to work independently with minimal supervision in a fast-paced, high-pressure environment.
• Strong organizational, time-management, and problem-solving skills.
• Physical capability to work at heights, in confined spaces, and lift/move equipment up to 50+ lbs.
• Willingness to work flexible hours, including evenings, weekends, and on-call support for emergencies.
• Security Clearance: Active Top Secret clearance with the ability to obtain SCI access.

• Valid industry certifications such as Cisco CCNA/CCNP Collaboration, Avaya ACSS/ACIS, or CompTIA Network+.
• Experience supporting continuity of operations (COOP) or emergency management communications programs.
• Knowledge of Department of State telecommunications standards and Federal continuity communications requirements (PPD-40, OSTP/OMB D-16-1).