Computer Network Support Specialist

Silver Spring, MD, United States

The Journeyman Computer Network Support Specialist will provide technical expertise on the day-to-day support by completing all of the technical telecom tasks requested by IRS Program Managers.

Individuals must be able to attain and maintain a valid US Government Public Trust security clearance to be retained in the position.

Duties & Responsibilities

Helps support the following Unified Communications (UC) service applications and equipment using the Information Technology Infrastructure (ITIL) processes: utilize existing tools to generate the measures as defined by UC voice services for all Convergence-related components, Cisco Prime Collaborations & Assurance

UCCX, SBC, Open AM software, FTP software (TECTIA), SIP service / PSTN, Prime Collaboration Assurance (PCA), IP to Analog VG), Collaboration (CWMS, Jabber), Emergency Services (CER, Redsky)

Deploys network connectivity, measures, monitors, and maintains connectivity for telecommunication services and devices, including but not limited to voice, video, cellular and various collaborative services for IRS users and business program managing partners

Respond to tickets as assigned via the Knowledge, Incident/Problem, Service, and Asset Management (KISAM) system

Problem recognition, fault detection, and resolution for major functions such as: WAN, LAN, ETEL, LSA/LP, and TFCC Call Center/IP Transport

Performs trending, baselining, and reporting for UNS network data and voice services and supports overall Network performance to include telecommunications services and coordination with other IRS troubleshooting entities Coordinate with support personnel throughout the IT organization guided by the network Service Level Agreements (SLAs) with internal and external organizations

Provides network monitoring, administration, operation, maintenance, documentation, troubleshooting, and other operational services to support the network infrastructure

Maintains network hardware such as routers, switches, load balancers, and firewalls needed to support initial project deployments and upgrades within the data centers.

Designs and manages the implementation of secure data communications connectivity between non-IRS entities (e.g., large commercial banks for money transfers, or federal, state, and local governments to provide or gather information) and the IRS computing facilities/infrastructure

Develops Local and Metropolitan Area Network (LAN and MAN, respectively) diagrams and drawings according to IT and business customer requirements and specifications.

Ensures the continuity of IRS operations by providing voice and data communications, infrastructure, and equipment in the event of critical outages or disasters

Plans and manages the Voice Over Internet Protocol (VoIP) service

Provides project management services for new systems/functionality that require design, planning, management, coordination, and regulatory support

Plans and implements upgrades, expansions, and changes to the Automatic Call Distribution (ACD) system, peripheral equipment, network announcements, automatic dialing system, and software licenses used within the contact center environment

Provides day-to-day operational support, including maintenance, monitoring, and training, for the telecommunications services used within the contact center environment

Provides domestic and international IP data communications connectivity to authorized IRS facilities across the US, the US territories, and at select US embassies via the State Department’s network

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

Education & Experience Requirements

High school degree or equivalent

Minimum of 3-6 years of experience in Networking/Telecommunications experience

Possess or able to obtain a Cisco CCNA and/or CCVP (i.e. CCNP Voice) certification etc.

Ability to obtain IRS public trust

Skill & Certification Requirements

Proficient with VM (ESXi v6 environment), Informast, ISI Infortel, CISCO Emergency Responder (CER), Cisco Unified Presence Server (CUP), Softphones (Jabber), RedSky, ViewMail, WebEx (CWMS), SME, Attendance Console, OpenAM, Enterprise License Manager (ELM), Net Apps, Lightweight Directory Service (LDS), TFTP, and Secure File Transfer Protocol (SFTP)

Cisco CCNA and/or CCVP (i.e. CCNP Voice) certification

UC enterprises, Treasury/IRS network infrastructure

Knowledge Management

Incident and Problem Management

Deploying Unified Communications Enterprise

Extensive Travel (25% - 100%) may be required

Other administrative or technical assignments as directed by TEIS Transition Team

Microsoft Office products

Must have the ability to effectively communicate with management and peer

Ability to troubleshoot network incidences and provide a resolution report

Ability to interact with all team members in a mentoring role, this includes assistance in troubleshooting, and

Must possess excellent written and verbal communication skills

Position requires sitting, for long periods of time. (Sedentary Work)

Most duties require extended use of a keyboard and computer monitor

Extended Telephone Use

May require lifting of 20-50 lbs

LCI is an Equal Opportunity Employer Veteran/Disabled

Leader Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected]

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