General Dynamics Information Technology Cisco ACD Engineer/Administrator in Annapolis Junction, Maryland

Clearance Level Must Currently Possess:

Top Secret w/SCI eligibility

Clearance Level Must Be Able to Obtain:

Top Secret SCI

Suitability:

Polygraph

Job Family:

Information Technology

Job Description:

CSRA is looking for a CISCO ACD Engineer/Admin who holds TS/SCI (poly preferred) for a full time position, located in Annapolis Junction, MD.

Program overview

CSRA will provide DoDIIS (Department of Defense Intelligence Information System) customers worldwide with an ESOC consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. CSRA will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

Responsibilities and Duties

Provide support to the ESOC Service Desk specifically Cisco UCCX Express application. Responsible for installation, modification and maintenance of the voice telecommunications systems and services. Performs all services necessary to install and move telephony and voice connections including, but not limited to, programming software, basic ACD applications, Call Processing applications and other voice applications. Performs all services to repair and troubleshoot communications systems and telephone connections within UCCX. Maintains complete and accurate documentation involving completion of service request, resolutions of issues reported through the Customer Support Line or approved project work requests. Consistently communicates technical issues with other members of the team. Trains and orients end-user staff and provides feedback to manager as appropriate. Proficient in developing and managing project plans. Creates, plans and manages assigned projects. Communicates project and team status to internal and external audiences to keep project team informed. Assists in the designs and implements VoIP and PBX systems.

Position requires familiarity with Cisco ACD and html scripting. This position will require on call duties on a rotating schedule.

Qualifications:

Bachelors’ Degree + 3-4 years working in a technical environment as it relates to IT issues

• Associates Degree + 6 years

• 8 Years IT Experience without Degree

• Holds TS/SCI (poly preferred)

• Hold an ITIL and/or technical certification

• Technical background and strong IT skills/knowledge in networking, exchange, or desktop support

• Strong understanding of ITIL concepts

• Proficient in word processing, spreadsheets, and desktop applications

• Strong communication and interpersonal skills

• Strong logic and analytical skills

• Strong customer service skills and experience

• Excellent oral and written communication skills

• Proven ability to multi-task, prioritize, and attention to detail in a fast-paced environment

• Excellent organizational skills

• Basic knowledge of ServiceNow, Windows Desktops, or other IT Service Management System

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA MD Annapolis Junction - 2711 Technology Dr (MDS016)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

THINK NEXT. NOW.

CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.