Help Desk Tier II- Unified Communications Security Clearance

Position: Help Desk Tier II- Unified Communications with Security Clearance
Location:

Alexandria, VA Monday-Friday from 7:00am-5:00pm EST
Years’

Experience:

3+ years Professional Experience

Education:

Bachelor’s Degree Required
Clearance:
Applicants must be able to obtain and maintain a Public Trust security clearance. United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.
Key

Skills:

• Support Microsoft 365 applications (Teams, VoIP).

• Support Teams meetings, webinars, and VoIP devices.
• Coordinate audio/visual setup for events and board meetings

• Troubleshoot VTC and audio bridging issues.

• UCC integration experience required. Responsibilities
• Provide Tier 2 Help desk support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software, hardware, and network systems.
• Leads architecture and support of unified communications (UCC) platforms and integrations.

• Will be responsible for integrating UCC tools with Microsoft 365 and network systems.

• Respond to Service Now tickets for workstation issues.

• Support Microsoft 365 applications (Teams, VoIP).

• Support Teams meetings, webinars, and VoIP devices.
• Design and manage Teams Phone and VoIP infrastructure.

• Coordinate audio/visual setup for events and board meetings.

• Support digital signage and Teams Room devices.

• Manage endpoint provisioning using Intune.

• Troubleshoot and assist with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues.

• Perform account provisioning and workstation imaging.

• Support mobile devices and asset management.

• Perform account provisioning and workstation imaging.

• Track, manage, and provide monthly update on Help Desk utilization.

• Coordinate with Tier 3 help desk for firewall and routing issues.

• Mentor Tier 2 UCC staff and support VIP events.

• Conduct and participate in post-incident retrospectives and issuing Root Cause Analyses.

• Attend provided training as requested.

• Will always maintain a high level of customer satisfaction and professionalism.

• Support Teams Phone and Call Manager. Qualifications
• Must be able to obtain and maintain a Public Trust security clearance.

• 3+ years professional experience providing Tier 2 Help Desk experience.

• Bachelor’s degree in information technology or equivalent experience.

• Must be able to be onsite in Alexandria, VA from 7:00am – 5:00pm EST Monday-Friday for project execution.

• Microsoft Teams Administrator Associate certification preferred.

• Experienced integrating UCC tools with Microsoft 365 and network systems.

• Experience supporting Microsoft 365 applications (Teams, VoIP).
o Support Teams meetings, webinars, and VoIP devices. o Design and manage Teams Phone and VoIP infrastructure.

• Experience supporting Microsoft 365 applications (Outlook, Word, Teams, VoIP, Intune).

• Experience with digital signage and UCC integrations.

• Experience supporting Teams meetings, webinars, and VoIP devices.
• Must have experience coordinating A/V setup for events and board meetings.
• Experience troubleshooting VTC and audio bridging issues.
• Experience providing support for Windows 11 basics.

• Service Now help desk ticketing systems experience required.

• Experience providing mobile device support.

• Experience troubleshooting and support with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues.

• IT asset management experience.

• Service Now Help Desk and Administration experience required.

• Proven experience resolving tier 2 help desk tickets promptly and effectively.

• Customer service driven.

• Excellent written and verbal communication skills.

• Must be detail oriented.