Voice and Video Technician 2

AMERICAN SYSTEMS

Cisco Voice and Video Technician 2 supporting secure enterprise voice and video communications in a high-visibility Department of Defense environment. Handling daily requests and providing user support in a mission-critical setting.

Posted 7/10/2026full-timeWashington • Washington • 🇺🇸 United StatesMid-LevelSenior💰 $35 - $40 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in VoIP and VTC systems installation, maintenance, and troubleshooting, with a strong focus on customer service and incident resolution in a fast-paced environment. Proficient in using Cisco collaboration tools and ServiceNow for effective support and documentation.

Highest-signal resume keywords

VoIP System InstallationCisco Collaboration ToolsServiceNow Ticketing SystemDoD 8570/8140 IAT II CertificationTroubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

VoIP InstallationVTC Endpoint MaintenanceCUCMCisco Unity ConnectionMACD OperationsLayer 1 TroubleshootingBasic Voice Call FlowIncident ResolutionA/V Systems SupportEndpoint Provisioning

Soft Skills

Customer ServiceOrganizational SkillsWritten CommunicationProfessional SupportTeam Collaboration

Tools & Technologies

ServiceNowMicrosoft Office

Certifications & Qualifications

Top Secret/SCI ClearanceDoD 8570/8140 IAT II CertificationSecurity+ CE

Industry Keywords

TelecommunicationsUnified CommunicationsVoice Video ConferencingDoD STIGsIncident Management

Tech Stack

Tools & technologies

ServiceNowUnityVoIP

About the role

Key responsibilities & impact

Install, maintain, and upgrade VoIP and VTC endpoints
Handle daily MACD requests for phones, voicemail, and user accounts in CUCM and CUC
Provide Tier 1/Tier 2 support for voice, video, and conferencing issues by phone, email, and onsite
Monitor system health and troubleshoot voice, hardware, and software issues
Perform basic troubleshooting for conference room, A/V, and VTC systems
Support VTC session scheduling, setup, and monitoring
Track and resolve incidents and service requests in ServiceNow or a similar ticketing system
Escalate complex issues to senior engineers, Tier 3 support, or vendors
Follow DoD STIGs , engineering standards, and local procedures
Coordinate repair or replacement of failed VoIP and VTC devices
Maintain clear documentation of installs, issues, and resolutions
Share recurring fixes and process improvements with the team

Requirements

What you’ll need

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

Benefits

Comp & perks

Healthcare benefits
Paid leave
Retirement plans
Education and training assistance