Abacus Technology is seeking a Telecommunications Technician to provide technical support for the HQ Air Mobility Command Surgeon General Medical IT Services program at Scott AFB. This is a full-time position.
Manage the cellular phone program including service activation/deactivation, inventory management and monitoring of usage IAW governing regulation, directives and policy. Provide support for email on cellular smartphones. Provide maintenance and technical support for Voice over Secure Internet Protocol (VoSIP) phone sets, systems and service. Maintain and install Avaya, Nortel, Cisco, and T- Metrics Automated Call Distribution servers and provide all aspects of ACD administration. Install, configure, and deploy the ACD system. Assist with any ACD installation projects from start to finish, including installing and configuring telephone soft clients on PCs. Assist in establishing call trees, recording voiceovers, installing the client on workstations, and providing user training. Provide help with the design and implementation of call trees throughout all clinics, customized for each clinic’s needs. Assist as back-up system administrator for the centralized network- based ACD server. Monitor daily system performance measurements, all system logs, and daily transaction logs utilizing the web administration interface to so that the system is operating as efficiently as possible and all data transfers are processed on schedule, performing all required maintenance tasks. Maintain the ACD server with current patches and software upgrades. Ensure all required users have the most current client software installed, have adequate user licenses available, and sufficient application specific training to deploy the user’s workstation, so that users can perform any task required of their duty position using the ACD client application. Assist in recording all inbound and outbound calls to the ACD software capabilities. Provide video teleconference support following Global Video Services (GVS) protocols. Prepare and facilitate secure and unsecure video teleconferences utilizing Government owned and provided equipment. Support conference requirements, to include coordinating conference schedules among all attendees and establishing the method of delivery for conferences. Troubleshoot system hardware and software problems.
2+ years experience in a technical support role. HS diploma or GED required. Must hold a certification in compliance with DoD 8570 requirements. Experience providing VTC support, operation, and troubleshooting. Experience with Automated Call Distribution (ACD) servers and equipment. Must have knowledge of commonly-used concepts, practices, and procedures related to technical support. Able to follow instructions and pre-established guidelines to perform the functions of the job. Able to provide regular updates to the management team. Strong written and verbal communication skills. Must be a US citizen and hold a current Secret clearance.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.