Senior PBX/VoIP Technician

The Office of Emergency Management (A/DOES/RP/OEM) is the Department of State organization responsible for fulfilling the Department’s responsibilities mandated by Presidential Policy Directive 40 (PPD-40), National Continuity Policy.

The Department’s Continuity programs cover the full range of threats to national security that derive from natural disasters, military and terrorist attacks, technological emergencies, or other emergencies. The Continuity Communications Division (A/DOES/RP/OEM/CCD), Office of Emergency Management is responsible for developing emergency and continuity plans and programs and an appropriate state of readiness that prepare the Secretary and the Department to respond to any national security emergency.

The scope of this requirement encompasses obtaining Audio Visual (AV), Telecommunications/PBX, and Information Technology (IT) communications systems support and continuity communications services necessary for the design, development, implementation, deployment, operation, and maintenance in support of the Bureau’s continuity-specific hardware and software applications, telecommunications/networking systems, and continuity communications operations. The tasks described below will be performed as a part of a technical team including other contract and government personnel.

The objective of this requirement is to provide A/DOES/RP/OEM/CCD with real-time services for the operations, maintenance, testing, and development of Audio Visual (AV), Information Technology (IT), and telecommunications systems for continuity communications operations that enable the Bureau of Administration and A/DOES/RP/OEM/CCD to conduct the Department of State’s domestic emergency continuity mission.

Job Duties:

• Installs, maintains, and troubleshoots secure and unsecure telephone and video telecommunications systems for the Department as a member of the Secure Communications Team.
• Serves as 24/7 on-call point of contact for all communications issues, ensuring continuity of mission-critical operations across Department facilities.
• Configures and manages PBX/VOIP systems, including user extensions, call routing, voicemail systems, and automated attendants.
• Performs system upgrades, patches, and firmware updates to maintain optimal performance and security compliance.
• Monitors system performance and generates reports on call quality, system capacity, and usage patterns.
• Installs and configures network infrastructure, including routers, switches, access points, and structured cabling systems at facilities and remote locations.
• Conducts regular system testing and quality assurance checks to identify and resolve potential issues before they impact operations.
• Maintains accurate documentation of system configurations, network diagrams, and standard operating procedures.
• Provides technical training and support to end users on telecommunications equipment and features.
• Coordinates with vendors and service providers to resolve complex technical issues and manage service contracts.
• Adapts to the dynamic requirements of supporting high-level government officials in a fast-paced, security-conscious environment.
• Ensures all telecommunications systems comply with Department security policies and federal regulations.
• Shall support the deployment and execution of National Continuity Programs by providing transportation, Telecommunications, logistics, and facility setup and operations at designated alternate work locations; and may use Government vehicles solely for official OEM mission needs in accordance with FAR 102–34. 215.

• Experience as a self-motivated individual with experience, knowledge, and skills as a Sr. PBX/VoIP Engineer/Technician.
• Minimum 5-7 years of hands-on experience installing, configuring, and maintaining enterprise PBX/VOIP systems (Avaya, Cisco Unified Communications Manager, Mitel, Microsoft Teams Phone System).
• Strong communication skills (verbal and written), tact, services, and teamwork are critical. The position is part of a team within a matrixed organization.
• Strong knowledge of VOIP protocols including SIP, H.323, RTP, and QoS implementation.
• ·Experience with installing and programming switches, routers, access points, CCTV, infrastructure cabling and PBX’s.
• 4+ years with proficiency in network infrastructure, including TCP/IP, VLANs, routing, switching, and firewall configurations.
• Experience with session border controllers (SBCs) and gateway configurations.
• Demonstrated ability to troubleshoot complex telecommunications issues using diagnostic tools and call analysis software.
• Top-Secret clearance, with the ability to acquire Sensitive Compartmented Information (SCI) access.
• Occasional travel to support remote locations throughout the country, as needed, may be required.
• Ability to work flexible hours, including evenings and weekends for events or emergencies
• Comfortable working at heights (ladders, lifts) and in confined spaces.
• Ability to lift and move equipment (typically 50+ lbs)
• Ability to lead and mentor junior technicians
• Strong troubleshooting and problem-solving skills
• Excellent customer service and communication skills with technical and non-technical audiences
• Ability to work independently with minimal supervision
• Strong organizational and time management skills

Preferred Qualifications

• Valid telecommunications or network certifications (e.g., Cisco CCNA/CCNP Collaboration, Avaya ACSS/ACIS, CompTIA Network+).

Benefits Include:

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.