Support and resolve user incidents and service requests involving Cisco unified communications, voice, and video systems
Administer and maintain Cisco collaboration platforms, including: Unified Communications Manager Unity Connection Emergency Responder Meeting Server Video Communication Server TelePresence Management Suite TelePresence Content Management
Perform moves, adds, and changes in accordance with established service level agreements
Troubleshoot operational issues involving VoIP, video teleconferencing, and related endpoint technologies
Assist with installation and support of local and remote voice and communications equipment
Create and maintain technical documentation, operating procedures, and support records
Provide regular status updates and activity reporting to leadership
Collaborate with geographically distributed teams supporting standardized Cisco solutions across multiple sites
Deliver responsive, high-quality customer support in a mission-focused environment

Bachelor’s degree in IT, Cybersecurity, Computer Science, Information Systems, Engineering, or a related field with 2-4 years of related experience (or relevant years of experience in lieu of degree)
OR a master’s degree with relevant experience
Experience supporting Cisco unified communications technologies in an enterprise environment
Hands-on experience with Cisco video teleconferencing codecs
Cisco VoIP endpoints
Cisco Unified Communications Manager version 11.5 or later
Cisco TelePresence Management Suite
Active DoD 8140 IAT II certification (e.g., Security+)
Ability to obtain the required computing environment certification (e.g. CCNA) within 6 months of hire, if not already held
Strong troubleshooting and problem-solving skills
Strong written and verbal communication skills

Unified Communications Administrator, Staff

Key skills