Cisco Voice and Video Technician (TS/SCI Clearance required)

AMERICAN SYSTEMS, a 100% employee-owned company, is seeking an early-to-mid-level Cisco Voice and Video Technician to support secure enterprise voice and video communications in a high-visibility Department of Defense environment. This role supports the day-to-day operation, maintenance, and troubleshooting of Voice over IP and Video Teleconferencing systems, with a strong focus on customer support, moves, adds, changes, and deletions (MACD), endpoint provisioning, and service continuity.

The ideal candidate brings hands-on experience with Cisco collaboration technologies, works well in a fast-paced operational setting, and can support mission-critical communications services while maintaining compliance with customer standards and DoD security requirements.

As a Cisco Voice and Video Technician II with AMERICAN SYSTEMS, you will:

• Install, configure, maintain, and upgrade VoIP and VTC communication endpoints.
• Process daily moves, adds, changes, and deletions (MACD) for phones, voicemail profiles, and user accounts in Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection (CUC).
• Provide Tier 1 and Tier 2 technical support to end users for voice, video, and conference-related issues by phone, email, and in person.
• Monitor the health and status of the voice environment and troubleshoot service interruptions, hardware issues, and software-related problems.
• Perform Layer 1 troubleshooting and support for integrated conference room, A/V, and VTC environments.
• Assist with the scheduling, setup, and monitoring of VTC sessions to ensure reliable service delivery.
• Document, track, and resolve incidents and service requests using ServiceNow or similar ticketing systems.
• Escalate unresolved issues to senior engineers, Tier 3 support, or vendors as appropriate.
• Support compliance with DoD STIGs, established engineering standards, and local operating procedures.
• Process failed or defective VoIP and VTC devices for replacement, repair, or disposition.
• Assist customers with equipment planning and implementation support, including virtual or in-person site surveys when needed.
• Maintain documentation related to installations, maintenance, technical issues, resolutions, and service activity.
• Contribute to team knowledge sharing by documenting recurring issues, fixes, and process improvements.

Work Environment

• This position supports a secure government customer site and requires direct interaction with end users, communications equipment, and conference spaces.
• The role requires professionalism, responsiveness, and the ability to support mission-critical voice and video services in a dynamic operational environment.

• U.S. Citizenship required
• Active Top Secret/SCI required
• High school diploma and 3 to 5 years of related experience supporting voice, video, telecommunications, or unified communications systems
• Current DoD 8570/8140 IAT II-level certification required (e.g., Security+ CE, or equivalent)
• Experience supporting Cisco collaboration tools ver. 14+ or higher, including CUCM, Cisco Unity Connection, and related voice/video technologies
• Working knowledge of MACD operations, endpoint provisioning, and telecom user support
• Fundamental understanding of Layer 1 troubleshooting and basic voice call flow concepts
• Ability to provide professional support to users in a fast-paced, mission-focused environment
• Strong troubleshooting, customer service, organizational, and written communication skills
• Experience with ServiceNow or similar ticketing systems
• Proficiency with Microsoft Office applications

 Additional Experience that's Helpful:

• Experience supporting Cisco CMS, Expressway, or similar collaboration platforms
• Experience supporting conference room A/V, VTC operations, or executive communications environments
• Familiarity with DoD operational support environments and customer service expectations in secure spaces
• Experience with endpoint lifecycle support, inventory coordination, or warranty replacement processes