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VoIP Technician - ITS Operations

Location: Washington, D.C.
Department: Information & Technology Services
Job Req #: 180028-7
Basic Requirements: High school diploma, GED, or equivalent knowledge. Completion of a related vocational or technical program is preferred, and two years of related professional experience.


The National Academy of Sciences, National Academy of Engineering, and National Academy of Medicine work together as the National Academies of Sciences, Engineering, and Medicine to provide independent, objective analysis and advice to the nation and conduct other activities to solve complex problems and inform public policy decisions. The National Academies also encourage education and research, recognize outstanding contributions to knowledge, and increase public understanding in matters of science, engineering, and medicine.


The mission of Information and Technology Services (ITS) is to enable the National Academies to deliver the highest quality products to its clients by providing information technology solutions to National Academies staff, study volunteers, and Academy members.




Under the direction of telecommunications supervisor, the Voice over Internet Protocol (VoIP) Technician directly supports a Cisco VoIP infrastructure and ensures equipments and services meet customer needs.  Serves as the administrator for Voice and Messaging platforms and networks.  Monitors network performance.  Responds to service requests and calls and troubleshoots problems.  Documents processes and procedures.


Applying specific technical knowledge, incumbent performs tasks requiring the identification and analysis of various factors to recommend proper course of action. While some tasks are complex, most decision-making can be made within pre-determined approaches.  Proceeds on own initiative in compliance with policies, procedures, and practices, but receives guidance or expertise from supervisor or higher-level staff when needed.




1. Responds to applicable trouble calls received through Information Technology Services (ITS) Helpdesk from National Academies' staff.  Reviews, prioritizes, and processes tickets concerning network and phone problems on an hourly basis.


2. Responsible for all aspects of administration, configuration, implementation, and maintenance of Voice and Messaging platforms and networks.


3. Performs system management functions for the Cisco Call Manager 6.x platform such as Moves, Adds, Changes and disconnection of service.


4. Monitors the status of trunks for alarms or loss of service on the Cisco Call Manager platform.


5. Optimizes, implements, and troubleshoots Cisco Unified Communication (CUCM) Solutions.


6. Completes Telecommunication Service Requests (TSRs) submitted by the Telecommunication User Coordinator (TUC) in the TSR database.


7. Troubleshoots cable and phone problems.


8. Documents and maintains system procedures and call flows. Prepares documentation of existing network systems and processes.


9. Assists Telecommunication Manager with evaluation and implementation of new systems and systems upgrades as required.  Plans, orders and implements new or enhanced telephone systems for office locations.


10. Schedules and supervises cable contractors on the installation of new voice and data cables for National Academies' facilities. Reviews installations to ensure standards are met.


11. Assists Network Engineers with Network Hubs, Blades, Switches, and Jack recovery.


12. Installs, configures, and supports analog gateways for voice conferencing and faxing using SCCP and MGCP protocols.


13. Performs preventive maintenance actions such as cleaning of equipment, back-ups, review of events logs, etc.


14. Serves as the primary resource to staff on VoIP technology matters.




Ability to address basic and moderately complex technical issues and provide end user education/instruction.  Ability to troubleshoot configuration and application issues. Ability to solve problems using selection or application of commonly used rules, procedures, or precedents.  Proficiency with workstation & office automation software for form completion & processing.  Experience with applicable Cisco & Unity product lines. Ability to work successfully in a team environment with co-workers and customers to facilitate troubleshooting and closing of jobs.  Ability to develop relationships with co-workers and employees in other National Academies' departments through effective communication.  Good communication skills with a proven ability to effectively interact with all levels of employees

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