Cisco Voice and Video Technician (TS/SCI Clearance required)

Cisco Voice And Video Technician

AMERICAN SYSTEMS, a 100% employee-owned company, is seeking an early-to-mid-level Cisco Voice and Video Technician to support secure enterprise voice and video communications in a high-visibility Department of Defense environment. This role supports the day-to-day operation, maintenance, and troubleshooting of Voice over IP and Video Teleconferencing systems, with a strong focus on customer support, moves, adds, changes, and deletions (MACD), endpoint provisioning, and service continuity.
The ideal candidate brings hands-on experience with Cisco collaboration technologies, works well in a fast-paced operational setting, and can support mission-critical communications services while maintaining compliance with customer standards and DoD security requirements.
Responsibilities

As a Cisco Voice and Video Technician II with AMERICAN SYSTEMS, you will:
Install, configure, maintain, and upgrade VoIP and VTC communication endpoints.
Process daily moves, adds, changes, and deletions (MACD) for phones, voicemail profiles, and user accounts in Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection (CUC).
Provide Tier 1 and Tier 2 technical support to end users for voice, video, and conference-related issues by phone, email, and in person.
Monitor the health and status of the voice environment and troubleshoot service interruptions, hardware issues, and software-related problems.
Perform Layer 1 troubleshooting and support for integrated conference room, A/V, and VTC environments.
Assist with the scheduling, setup, and monitoring of VTC sessions to ensure reliable service delivery.
Document, track, and resolve incidents and service requests using ServiceNow or similar ticketing systems.
Escalate unresolved issues to senior engineers, Tier 3 support, or vendors as appropriate.
Support compliance with DoD STIGs, established engineering standards, and local operating procedures.
Process failed or defective VoIP and VTC devices for replacement, repair, or disposition.
Assist customers with equipment planning and implementation support, including virtual or in-person site surveys when needed.
Maintain documentation related to installations, maintenance, technical issues, resolutions, and service activity.
Contribute to team knowledge sharing by documenting recurring issues, fixes, and process improvements.
Work Environment

This position supports a secure government customer site and requires direct interaction with end users, communications equipment, and conference spaces.
The role requires professionalism, responsiveness, and the ability to support mission-critical voice and video services in a dynamic operational environment.
Qualifications

U.S. Citizenship required
Active Top Secret/SCI required
High school diploma and 3 to 5 years of related experience supporting voice, video, telecommunications, or unified communications systems
Current DoD 8570/8140 IAT II-level certification required (e.g., Security+ CE, or equivalent)
Experience supporting Cisco collaboration tools ver. 14+ or higher, including CUCM, Cisco Unity Connection, and related voice/video technologies
Working knowledge of MACD operations, endpoint provisioning, and telecom user support
Fundamental understanding of Layer 1 troubleshooting and basic voice call flow concepts
Ability to provide professional support to users in a fast-paced, mission-focused environment
Strong troubleshooting, customer service, organizational, and written communication skills
Experience with ServiceNow or similar ticketing systems
Proficiency with Microsoft Office applications
Additional Experience That's Helpful:

Experience supporting Cisco CMS, Expressway, or similar collaboration platforms
Experience supporting conference room A/V, VTC operations, or executive communications environments
Familiarity with DoD operational support environments and customer service expectations in secure spaces
Experience with endpoint lifecycle support, inventory coordination, or warranty replacement processes
Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $35.00/Hr. - USD $40/Hr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.
EEO Statement

EEO Race/Sex/Disability Status/Veteran Status