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Computer Network Support Specialist - Memphis, United States - Leader Communications
Description
Position Summary
The Journeyman Computer Network Support Specialist will provide technical expertise on the day-to-day support by completing all of the technical telecom 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
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, baselining, 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 Departments 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
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 the 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 youd like to view a copy of the companys affirmative action plan or policy statement, please email
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