Position Summary he Senior PBX/VoIP Technician serves as a critical member of the Secure Communications Team supporting the Department of State’s Office of Emergency Management (OEM/CCD). This Key Personnel role is responsible for the installation, configuration, operation, maintenance, and troubleshooting of secure and non-secure PBX/VoIP telecommunications systems that directly support national continuity communications and Presidential Policy Directive 40 (PPD-40) mission requirements. The incumbent provides 24/7 on-call technical support for mission-critical voice and video telecommunications systems and supports continuity operations at alternate work locations as required.
Primary Duties and Responsibilities
Install, configure, maintain, and troubleshoot enterprise PBX/VoIP systems (including Avaya, Cisco Unified Communications Manager, Mitel, and Microsoft Teams Phone System) across classified and unclassified environments.
Serve as the primary 24/7 on-call point of contact for all telecommunications issues, ensuring uninterrupted continuity of operations for Department leadership and emergency response teams.
Configure and manage user extensions, call routing, voicemail, automated attendants, and advanced call-center features.
Perform system upgrades, security patches, firmware updates, and performance optimizations while maintaining strict compliance with Department security policies.
Design, install, and maintain network infrastructure supporting VoIP services, including routers, switches, access points, session border controllers (SBCs), and structured cabling.
Monitor system performance, generate usage and quality reports, and proactively identify and resolve potential service-impacting issues.
Provide technical training and support to end-users and junior technicians on telecommunications systems and features.
Support the deployment and execution of National Continuity Programs, including transportation, logistics, communications setup, and operations at designated alternate work locations.
Utilize Government vehicles solely for official OEM mission needs when required.
Maintain accurate technical documentation, network diagrams, standard operating procedures (SOPs), and equipment inventories.
Coordinate with vendors and service providers for complex issue resolution and contract management.
Participate in national-level exercises, training events, and continuity testing as required.
Perform additional duties as assigned to support OEM’s emergency management and continuity mission.
Required Qualifications and Experience
Minimum 5–7 years of hands-on experience installing, configuring, and maintaining enterprise-grade PBX/VoIP systems in a secure government or large-scale enterprise environment.
Demonstrated expertise with VoIP protocols (SIP, H.323, RTP) and Quality of Service (QoS) implementation.
Strong proficiency in network infrastructure, including TCP/IP, VLANs, routing, switching, firewall configurations, and session border controllers.
Proven ability to troubleshoot complex telecommunications issues using diagnostic tools and call analysis software.
Excellent verbal and written communication skills with the ability to interact effectively with technical and non-technical audiences, including senior government officials.
Ability to work independently with minimal supervision in a fast-paced, high-pressure environment.
Strong organizational, time-management, and problem-solving skills.
Physical capability to work at heights, in confined spaces, and lift/move equipment up to 50+ lbs.
Willingness to work flexible hours, including evenings, weekends, and on-call support for emergencies.
Security Clearance: Active Top Secret clearance with the ability to obtain SCI access.
Preferred Qualifications
Valid industry certifications such as Cisco CCNA/CCNP Collaboration, Avaya ACSS/ACIS, or CompTIA Network+.
Experience supporting continuity of operations (COOP) or emergency management communications programs.
Knowledge of Department of State telecommunications standards and Federal continuity communications requirements (PPD-40, OSTP/OMB D-16-1).