Telecommunications Server Administrator - ACD

Umyuaq Technology, Part of the Wood River Federal group of companies primarily focused on providing information technology (IT) support services and personnel to various government customers. We help our customer's leverage technology and operate with total confidence in their technology resources' predictability, security, and reliability to meet business objectives by providing a wide array of professional services and products. Umyuaq Technology is looking for a qualified Telecommunications Server Administrator to support our contract at the Brooke Army Medical Center, located on Joint Base San Antonio-Fort Sam Houston, in San Antonio, TX.

Job description

We’re seeking a Telecommunications Server Administrator. You'll be responsible for managing, maintaining, and securing the network and telecommunications infrastructure to ensure the stable operation of the organization’s IT assets. Primary areas of oversight include, but are not limited to, routing, switching, firewalls, network access controls, video conferencing technologies, telephony, data and voice circuit management, data center and branch data closet operations. You'll work collaboratively with and support IS teams and projects across the organization.

Full Job Description:

• Preform primary server administrator duties for automated call distribution system. Responsible for system integrity, patching and hardening as it aligns with DoD and local information assurance manager (IAM) policies.

• Responsible for writing and maintaining documentation and providing artifacts as dictated by local IAM; IE-system scans, standard operating procedures, backup recovery plan, disaster recovery plan, continuation of operations plan, software list, hardware list, and all associated risk management framework documentation to maintain DoD security posture.

• Maintain database of all call tree menus/call flow processes and ACD agent assets by location.

• Maintain working relationship with Governments ACD vendor to stay abreast of new updates and releases.

• Identify customer’s telephonic requirements and provide solutions to improve call flow processes and access to care.

• Maintain an uptime of enterprise ACD system greater that 99% for all associated systems.

• Perform on-call duty on evenings, weekends, and holidays to provide guidance and support to customer support technicians on resolution of program/applications problems and/or failures, and may be required to return to the work site to resolve critical problems. Contractor shall submit overtime documentation to the first line supervisor for review, first line supervisor will send documentations to the COR for approval.

• Be available after hours as needed to troubleshoot and correct major system failure or outage associated to government owned ACD system.

• Provide monthly report of completed work orders and tasks to government lead.

• Maintain accountability of all property book inventory associated with ACD.

• Develop a bill of materials (BOM) required for each work order/project. The BOM shall list item description, part number, quantity, unit price and total cost.

• Perform on-call duty on evenings, weekends, and holidays to provide guidance and support to customer support technicians on resolution of program/applications problems and/or failures, and may be required to return to the work site to resolve critical problems. Contractor shall submit overtime documentation to the first line supervisor for review, first line supervisor will send documentations to the COR for approval.

Certifications and Experience:

• Have at least 3 years of experience with Automated Call Distribution (ACD) systems.

• Experience with T-Metrics ACD is preferred.

• Experience must include knowledge of a wide range of communications concepts, principles, and practices, to accomplish work processes through the use of telecommunications devices, methods, services, and facilities.

• Knowledge of DoD communications regulations, services, and instructions to ensure telecommunications services are in compliance with applicable regulations.

• Exhibit IT-related experience demonstrating each of the four competencies as defined: 1) Attention to Detail – being thorough when providing oversight of information technology and conscientious about attending to detail in the application of IT procedures; 2) Customer Service - working with clients and customers (e.g., senior management officials, information technology personnel, the general public) to assess technology needs, providing technical information or assistance, resolving ACD related problems. 3) Oral Communication - expressing highly technical information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information; delivering technically authoritative and persuasive oral presentations; listening to others, attending to nonverbal cues, and responding appropriately; and 4) Problem Solving - identifying ACD problems; determining accuracy and relevance of information; and using expert judgment to generate and evaluate alternatives, and to make recommendations.

• Meet the requirements for a IAT Level II position as defined in DOD 8570-01-M.

Umyuaq Technologies offers competitive Pay and Benefits package. Umyuaq is an equal opportunity employer