Cisco CUCM Technician (IMC00797)

This role will serve as a specialist for enterprise voice, video, and collaboration technologies based on Cisco Unified Communications architecture, providing support regarding Cisco UC infrastructure within a large scale federal or enterprise environment.

Work Location: On-site in Arlington, VA, Monday – Friday, 8:00am to 5:00pm, based upon the needs and direction of the customer. 

Basic Required Qualifications and Skills:  Note: These are mandatory items that all candidates must have when submitting an application to IMC for this position. Please ensure that your submission addresses each of these requirement items. Candidates without these required elements will not be considered.

• Associate’s degree from an accredited institution OR in lieu of a degree:
  • High School diploma plus 2 years of relevant experience
• Minimum of 3+ years of overall demonstrated experience working within a Cisco Unified Call Manager environment.
• At start date, must possess a CompTIA Security+CE certification in ACTIVE status.
• At start date, must possess one of the following certifications in ACTIVE status:
  • Cisco Certified Support Technician (CCST)
  • CompTIA Network+CE
• In-depth knowledge of DoD and industry best practices of Cisco telephony systems.
• Advanced knowledge of:
  • Cisco hardware to include Cisco 89800 Series Endpoints
    • Catalyst C9300 switches
    • Cisco Business Edition 7000 servers
  • Cisco software to include Cisco Call Manager Version 15
    • Cisco Unity Connection
    • Cisco Emergency Responder
    • ESXi Version 7
    • AlmaLinux Version 8
• Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails.
• Analytically inclined with attention to detail and accuracy, and consistent follow-through to assure problems are resolved, with the ability to respond to last-minute requests.
• Identify and articulate key information in an efficient and timely manner, and exercise discretion and independent judgment when handling situational occurrences.
• Analyze and recommend alternative solutions to meet customer needs, while building credibility and trust with customers.
• Identify areas of opportunity to improve customer satisfaction and demonstrate excellent multitasking and time management skills.
• Support the team process and participate in cross-functional teams in a fast-paced and ITIL transitional environment.
• Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
• All applicants must have current DoD Secret clearance day one and prior to entry on duty.   

Desired Qualifications and Skills:  It is desirable that the candidate have the following qualifications:

• Bachelor’s degree from an accredited institution.
• Cisco Certified Network Associate (CCNA) certification.  

Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:

• Maintain Cisco UC solutions, including CUCM, Unity Connection, IM&P, Expressway, Jabber, Webex, and UCCX.
• Troubleshoot and resolve basic issues involving call routing, SIP trunking, voice gateways (CUBE), and QoS.
• Provide Tier III support and root cause analysis for escalated voice/collaboration issues.
• Work closely with the Network, AV, Security, and Service Desk teams to ensure end-to-end service delivery and availability.
• Support the integration of UC systems with Microsoft Teams, Office 365, and enterprise video conferencing platforms.
• Participate in on-call rotation and after-hours support for scheduled maintenance or urgent outages.
• Assist with DISA STIG compliance, vulnerability remediation, and reporting for systems under RMF.
• Other duties as assigned.

Salary and Benefits Information:
Please see the salary information listed at the beginning of this document, which is not a guarantee of compensation or salary. All salaries will be based on relevant experience, geographic location, and position and/or contractual requirements, which could fall outside of the listed range. For more information about IMC’s benefits, please visit our website at https://www.imcva.com/about-imc/careers.