Resident Service Support Specialist - Call Manager

This position
is fully onsite in Kaneohe Bay, Honolulu, HI.

Responsibilities
Include:

• Call Manager:
  
• Configure,
  monitor, and maintain Cisco Unity Call Manager (CUCM) for voice communication
  systems.
  
• Troubleshoot
  and resolve issues related to VoIP systems, call routing, voicemail, and user
  accounts.
  
• Implement
  and manage features like auto-attendants, call queues, and system integrations.
  
• Provide
  user training and documentation on communication systems.
  
• Technical Support:
  
• Provide
  first-line support for hardware, software, and network-related issues.
  
• Respond
  to and resolve tickets in a timely manner via phone, email, or in-person
  assistance.
  
• Troubleshoot
  system errors and implement appropriate solutions to minimize downtime.
  
• System Maintenance:
  
• Monitor
  and maintain IT systems, including servers, workstations, and network
  equipment.
  
• Perform
  regular system updates, patches, and backups to ensure system integrity.
  
• Ensure
  compliance with organizational IT policies and security protocols.
  
• User Assistance:
  
• Assist
  staff in understanding and using technology effectively.
  
• Conduct
  training sessions and create user-friendly documentation for common processes.
  
• Maintain
  excellent communication with users to manage expectations and provide updates
  on issue resolution.
  
• Hardware and Software Management:
  
• Install,
  configure, and maintain hardware and software systems.
  
• Manage
  inventory of IT assets and ensure timely procurement and replacement of
  equipment.
  
• Collaborate
  with vendors for repairs or upgrades as needed.
  
• Incident Reporting and Documentation:
  
• Maintain
  detailed logs of issues, solutions, and system changes.
  
• Provide
  regular reports on system performance and support activities.
  
• Participate
  in audits and ensure compliance with regulatory requirements.
  
• Change Management:
  
• Act as a key participant in planning and
  implementing IT changes, ensuring minimal disruption to business operations.
  
• Evaluate the impact of changes to systems,
  processes, and user workflows.
  
• Create and execute change management plans,
  including communication strategies, training sessions, and performance metrics.
  
• Collaborate with stakeholders to gather input
  and ensure smooth adoption of new technologies or processes.
  
• Maintain documentation of changes, including
  risk assessments, testing outcomes, and post-implementation reviews.
  
• Network Administration:
  
• Monitor network performance and troubleshoot
  connectivity issues.
  
• Ensure network security by understanding
  firewalls, VPNs, and other security measures.
  
• Assist with setting up and managing wired and
  wireless network infrastructure.

• Education: Bachelor's degree or equivalent
  experience
  
• Clearance: DoD Top Secret
  
• Experience: 3+ years in a technical
  support or IT system administration role.
  
• Call Manager: Experience with Cisco Unity
  Call Manager (CUCM), including configuration and troubleshooting. In depth
  understanding of analog and Plain Old Telephone Systems (POTS).
  
• Technical Skills:
  
• Proficiency in operating systems (e.g., Windows,
  macOS, Linux).
  
• Knowledge of networking protocols and hardware.
  
• Familiarity with common software applications,
  troubleshooting tools, and IT frameworks.
  
• Familiarity with change management tools and IT
  frameworks.
  
• Certifications (required):
  
• Call Manager: CCNP-Collaboration
  
• DoD 8140.03M: Candidate must hold and maintain
  certification compliant at IAT Level II (e.g. Security+)
  
• Soft Skills:
  
• Strong communication, organizational, and
  interpersonal skills; ability to work independently and collaboratively.
  
• Physical Requirements:
  
• On-site
  role requiring physical presence at the designated location.
  
• May
  involve lifting or moving IT equipment.
  
• Occasional after-hours or weekend work to
  address critical issues or system updates.