Computer Network Support Specialist - Milwaukee, United States - Leader Communications Inc

Description

Job Description

The Journeyman Computer Network Support Specialist will provide technical expertise on the day-to-day support by completing all of the technical telecommunications 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

• Rack and Stack network equipment refresh activities as required by the SI Refresh Team
• Prioritizes and focuses on completing the activities directed by the TEIS Transition Team
• Performs site surveys to complete Building Evaluation SharePoint data collection
• Escorts vendors (site surveys/installs/cut-over/reinstalls)
• Submits ERC ticket to FMSS for required site prep (electrical, conduit, etc)
• Meets and Monitors site prep progress with FMSS/GSA and reports any delays and issues
• Sends Info-Alerts to ESD and Customers impacted during cutover
• Notifies TEIS Transition Team of failed equipment or circuit problems
• Manages and supports trouble tickets, issue identification, and problem resolution
• Tracks and shares report "Lessons Learned" with the TEIS Transition Team
• Follows checklist for pre-cutover, cutover, and post-cutover activities
• Provides technical expertise on day-to-day support by completing all of the technical telecom tasks requested by IRS Program Managers
• 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
• Proficiencies using Voice (CUCM, Phones (Desk/Softphone), SME, UCCX, SBC), VoiceMail (Unity, ViewMail), Infrastructure (Cisco UCS Chassis/Blades, Net App Controllers, Infortel, SME, 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, baseline, 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 clearance

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
• Service Level Management
• Knowledge Management
• Incident and Problem Management
• Deploying Unified Communications Enterprise
• Off hour/off shift work expected (evenings, nights, weekends, holidays)
• Extensive Travel (25% - 100%) may be required
• Other administrative or technical assignments as directed by TEIS Transition Team
• Microsoft Office products
• Must have 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