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Unified Communication (UC) Operations Support Specialist / Project Manager

Washington, D.C.

Allegheny Science & Technology (AST) is seeking a skilled Unified Communication (UC) Operations Support Specialist to work in an operations and maintenance environment with a team of telecommunication engineers and analysts. In this position, you will uphold and update unified voice, video, and web conference communication infrastructure services and offer full-life cycle engineering support to ensure unified communication solutions and products are secure, effective, efficient, complete and responsive. The successful candidate will work directly with all departments to provide service desk, field services, applications and systems support, voice systems, and network systems administration. The ideal candidate will have help/service desk experience, enjoy helping people solve problems and know how to deliver exceptional IT service to a broad range of professionals.

Duties & Responsibilities:

  • Responsible for providing day-to-day technical support to user for a range of related systems. Responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification and problem escalation.
  • Monitor system performance, analyze trends, and implement optimizations and upgrades as needed.
  • Utilize FBI enterprise workflow applications/tools/ticketing systems, as required, to perform O&M support.
  • Manage and troubleshoot the IT service desk tickets, ensuring efficient ticket resolution and customer satisfaction. Initiate troubleshooting remotely, escalating to proper solver group, or by dispatching technician.
  • Propose recommendations to solve problems or to address new requirements when the available tools are capable of implementing solution.

Required Qualifications:

  • High School Diploma or GED (Required), bachelor’s degree in a related field (Preferred); additional experience may be considered in lieu of a degree; master’s degree in a related field may substitute two (2) years of experience.
  • At least (3) years of experience on VOIP projects.
  • Experience supporting IT projects for the U.S. FBI.
  • Required Certification(s): Avaya Certified Implementation Specialist, Avaya Certified Support Specialist, Avaya Certified Solutions Specialist in the areas of Call Center, Messaging, Session Manager, Contact Center, or equivalent Cisco Certification, CCNA Voice, or other leading industry certification.
  • Primary Product Knowledge: JIRA, Service manager, Microsoft TAC, Avaya BCM, Avaya IP Office

Other Qualifications:

  • U.S. Citizenship is required.
  • Must have an active Top Secret clearance.
  • Must be able to successfully pass an FBI Polygraph prior to starting work.

Multiple factors contribute to determining the final pay for a position. These include, but are not limited to, relevant work experience, skills, certifications, and competencies that align with the specific role, geographic location, educational background, and contract provisions related to labor categories specific to the position. We are committed to offering a competitive compensation package that reflects the value and expertise that each candidate brings to our team. 

The pay range for this position based on full-time employment is $75,000 - $135,000. 

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