COMMUNICATIONS FIELD TECHNICIAN (REGIONAL)

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

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Description

Empower AI is seeking a Communications Field Technician to provide regional on-site engineering support for the voice, video, and communications infrastructure of a Department of War agency at regional and field offices, training centers, and remote sites across the United States. Operating independently with pre-approved travel, the technician conducts site surveys, analyzes escalated VoIP, VTC, conference room, and cabling issues that cannot be resolved remotely, determines resolution and installation approaches within engineering designs and DoD security requirements, leads on-site installations and relocations, and keeps site communications equipment STIG-compliant and inventoried. The role is the communications team's presence in the field and coordinates closely with the VoIP and VTC Engineers and regional Field Support Technicians. You will independently analyze situations, determine the appropriate course of action, and exercise discretion and judgment in support of the program and its customers. The position is responsible for evaluating complex technical conditions, making independent decisions on implementation and remediation strategies, and providing technical leadership and recommendations that materially affect communications operations across supported sites.

THIS IS AN ONSITE ROLE IN REGIONAL (MULTIPLE SITES, TRAVEL REQUIRED) WITH UP TO 50% OF TRAVEL INVOLVED.

JOB DUTIES:

• Conduct technical site surveys at regional, field, and training center locations to assess power, networking, cabling, and A/V requirements, and prepare documented findings and recommendations for Project Installation Plans.
• Analyze escalated regional VoIP, VTC, conference room, and physical infrastructure incidents that cannot be resolved remotely, determine root cause and resolution or escalation to the VoIP/VTC Engineers, and restore service on site.
• Lead and direct on-site installation, relocation, and refresh activities for communications systems (VoIP endpoints and gateways, VTC room systems, A/V, cabling), making technical decisions regarding implementation methods within approved engineering designs, coordinating with stakeholders, and documenting as-builts.
• Evaluate regional communications equipment for firmware, DISA STIG, and vulnerability compliance, apply approved remediation within policy timeframes, and maintain accurate regional inventory and configuration records.
• Perform Tier II diagnostic analysis of escalated voice and video incidents, using call manager and monitoring tools to isolate faults in endpoint registration, call quality, VTC connectivity, and softphone (e.g., Jabber) behavior, determine root cause, and decide resolution or escalation to engineering.
• Determine and select installation and configuration approaches for VoIP phones, softphone clients, voice gateways and analog adapters, VTC endpoints and codecs, and conference room A/V systems within engineering designs and DoD security requirements, exercising independent judgment in adapting solutions to site-specific requirements and validating final implementations.
• Design cabling solutions for user spaces and telecommunications rooms, determining pathways, media (copper/fiber), terminations, testing, and labeling standards, and perform and certify installations with as-built documentation.
• Conduct technical site surveys for new locations and expansions, analyze power, networking, cabling, and A/V requirements, and prepare findings reports and inputs to the Project Installation Plan.

REQUIREMENTS:

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• Demonstrated ability to independently evaluate complex communications environments, analyze and resolve non-routine technical issues, determine and implement appropriate technical solutions, and consistently exercise discretion and independent judgment on matters of significance with limited day-to-day supervision.
• Minimum of 3 years of experience installing and supporting enterprise VoIP, VTC, and/or telecommunications equipment.
• Solid understanding of IP networking (TCP/IP, VLANs, QoS, PoE, DHCP, DNS) and voice/video protocols (SIP, H.323, RTP).
• Hands-on experience with Cisco Unified Communications (CUCM, Jabber) and Cisco and/or Poly VTC endpoints, or equivalent enterprise platforms.
• Experience performing structured cabling installation, termination, testing, and documentation (copper and fiber).
• Ability to lift and move equipment up to 50 pounds, work on ladders and above ceilings, and travel to regional sites as pre-approved (up to 15% of the time).
• Ability to work a 6:00 a.m. to 6:00 p.m. ET core schedule, participate in an after-hours on-call rotation, and support Saturday maintenance windows.
• Strong customer service, documentation, and communication skills.
• Ability to travel extensively (up to 50% of the time) to regional and field sites across the United States with pre-approved travel, including overnight travel; valid driver's license.

DESIRED SKILLS:

• Cisco CCNA or CCNP Collaboration, CompTIA Network+ CE and Security+ CE, BICSI Technician, or CTS certification.
• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures.
• Experience supporting Department of War (DoW), DoD, or Intelligence Community communications environments.
• Familiarity with DISA STIGs for VoIP, VTC, and network devices and with ACAS vulnerability remediation.
• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform.
• Experience with Cisco Unity Connection, Expressway, TelePresence Management Suite, or Webex/Zoom for Government room systems.
• Experience supporting secure VTC (SIPRNet/JWICS) and TEMPEST or classified installation requirements.

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.