Unified Communications Support Specialist

Overview

cyDaptiv Solutions is seeking an experienced
Unified Communications (UC) Support Specialist to support our DMI contract in Japan. This position will provide full-time, on-site technical and operational support for Unified Communications systems, with primary responsibility for Video Teleconferencing (VTC), Unified Communications, associated network infrastructure, audio/visual equipment, and conferencing services.

The Unified Communications Support Specialist will serve as the primary VTC network maintenance point of contact and provide software, system, and network administration for UC infrastructure. The successful candidate will work directly with Government personnel, users, vendors, and other technical support teams to maintain reliable communications capabilities and respond to mission requirements.

Responsibilities

• Serve as the primary point of contact for VTC network maintenance, including VTC systems and associated network components.
• Provide software, system, and network administration for Unified Communications and VTC infrastructure, including Multipoint Control Units (MCUs), video walls, conferencing endpoints, and related audio/visual equipment.
• Administer, maintain, and support Unified Communications systems, including Cisco Unified Communications Manager (CUCM) and associated technologies.
• Monitor, maintain, troubleshoot, and support UC and VTC systems to ensure reliable operation and availability.
• Respond to assigned trouble tickets within 24 hours of receipt and document all troubleshooting actions and coordination efforts in accordance with contract requirements.
• Install, configure, maintain, and upgrade network hardware and software in accordance with established technical and contract standards.
• Troubleshoot hardware, software, network connectivity, interoperability, and system performance issues affecting UC and VTC services.
• Coordinate maintenance and technical support activities with appropriate equipment, software, and service vendors.
• Develop user guides, training materials, and other technical documentation supporting the proper use of VTC and audio/visual systems.
• Provide on-site training and technical assistance to users on VTC, Unified Communications, and audio/visual equipment.
• Schedule, coordinate, configure, and facilitate VTC sessions and telephone conferences.
• Provide VTC setup and technical support for exercises, contingency operations, and other mission requirements.
• Provide
  Global Video Services (GVS)
  support to 403rd Army Field Support Brigade personnel, including account creation and system interconnectivity.
• Conduct technical site surveys to assess existing system configurations, infrastructure, connectivity, and user requirements.
• Document site survey findings and recommend appropriate technical improvements or solutions based on operational requirements.
• Identify and recommend cost-saving technical solutions and summarize recommendations in required monthly status reports.
• Provide technical recommendations without independently authorizing expenditures or appropriations.
• Receive and execute priorities assigned by the designated Government representative, as identified by the Contracting Officer’s Representative (COR).
• Maintain accurate system, configuration, maintenance, troubleshooting, and support documentation.
• Coordinate effectively with Government personnel, technical teams, vendors, and other contract staff to resolve technical issues and support mission requirements.
• When not performing primary Unified Communications responsibilities, provide
  IT Service Desk Support in accordance with applicable contract requirements.
• Perform other related technical duties as assigned in support of contract and mission requirements.

Required Qualifications

• Must demonstrate at least two (2) of the last four (4) years performing Unified Communications tasks.
• Demonstrated experience administering or designing Unified Capabilities systems, including Cisco Unified Communications Manager (CUCM).
• Bachelor’s degree in Computer Science or a closely related field from an accredited college or university.
• Must hold a secret level clearance
• The bachelor’s degree requirement may be waived with four (4) continuous years of experience performing Unified Capabilities tasks.
• Must possess a current DoD 8570.01-M/DoD 8140 Information Assurance Technical (IAT) Level II certification.
  
• Experience administering and troubleshooting VTC hardware, software, systems, and associated network components.
• Working knowledge of network administration, configuration, connectivity, and troubleshooting.
• Experience installing, configuring, maintaining, and upgrading network hardware and software.
• Ability to diagnose and resolve technical issues involving hardware, software, networking, VTC, and Unified Capabilities systems.
• Ability to develop and maintain accurate technical documentation and troubleshooting records.
• Strong customer service and communication skills with the ability to effectively support both technical and non-technical users.
• Ability to work independently, manage competing priorities, and respond to technical issues within established service requirements.
• Ability to effectively coordinate with Government personnel, vendors, and other technical support teams.
• Ability and willingness to provide IT Service Desk support when not performing primary Unified Capabilities responsibilities.

Preferred Qualifications

• Previous experience supporting the U.S. Army, Department of Defense (DoD), or another Federal Government customer.
• Experience supporting Unified Capabilities or VTC systems within an enterprise or military environment.
• Experience with Global Video Services (GVS).
• Experience with Multipoint Control Units (MCUs), video walls, conferencing endpoints, and enterprise audio/visual systems.
• Experience supporting VTC requirements during military exercises, contingency operations, or other mission-critical events.
• Familiarity with DoD IT service management, trouble-ticketing, and technical documentation requirements.
• Experience conducting technical site surveys and developing technical recommendations based on existing infrastructure and user requirements.
• Experience providing Tier 1 and/or Tier 2 IT Service Desk support.

Job Type

• Full-time
• On-site
• Location: Japan

About cyDaptiv Solutions

cyDaptiv Solutions is a dynamic and innovative organization specializing in Systems Engineering, Cybersecurity Solutions Integration, Risk Management & Compliance, IT Services, and Project Management. We support complex mission and technology environments and have experience delivering enterprise IT and engineering solutions for Department of Defense customers across CONUS and OCONUS locations.

At cyDaptiv Solutions, we are committed to delivering high-quality, mission-focused solutions while fostering a collaborative environment where our employees can grow professionally and make meaningful contributions to our customers’ missions.