Telephony Systems Administrator

2 weeks ago

New Orleans, Louisiana, United States Nationwide IT Services Full time
Job Overview

Position: Avaya 8710 ITSM Telephony/CMS/VDN Administrator
Security Clearance: Secret Clearance required
Work Arrangement: Hybrid


Summary

Nationwide IT Services, NIS, is looking for a skilled Telephony Administrator to provide support for the Navy Integrated Warfare Center, NIWC, LANT Integrated Service Center/Navy Enterprise Service Desk. The role involves the rapid expansion and ongoing maintenance of the Avaya 8710 PBX environment.


The ITSM telephony team collaborates closely with the government client to validate and document their current telephony setup while facilitating the onboarding of new users during consolidation efforts. This position requires close cooperation with the BMC Remedy team to assist the service desk, SaaS, and internal clients in the configuration, upkeep, and troubleshooting of all voice-related operations associated with the PBX.


Additionally, the selected candidate will coordinate with telephony administrators at the Norfolk NIWC COOP site to ensure proper configuration and functionality in support of after-hours service desk operations.


Key Responsibilities
  • Engage with existing and prospective customers effectively.
  • Swiftly address customer incidents and inquiries through various communication channels.
  • Develop Knowledge articles within BMC Remedy.
  • Maintain detailed documentation of all communications in Remedy tickets.
  • Exhibit strong written and verbal communication skills.
  • Demonstrate a positive attitude with a strong customer service orientation.
  • Provide technical support and operational management of the Avaya 8710 Telephony software and hardware.
  • Assist in the technical and administrative support for new telephony systems and services.
  • Act as a liaison between customers and telephony vendors.
  • Perform software translations, including programming and configuring Avaya PBX stations and associated equipment.
  • Manage voicemail subscriber accounts within the Avaya Modular Messaging System.
  • Create and manage vectors in the Avaya 8710 telephony switch.
  • Maintain the COOP system vectors and related documentation.
  • Install and manage agent IDs based on user experience levels.
  • Generate and monitor reports related to VDNs, agent groups, and skills.
  • Produce and distribute telephony performance reports to management.
  • Coordinate with remote sites to ensure operational integrity.
  • Support mobile device management for Verizon cell phones.
  • Oversee all EC500 and ACD activities.
Qualifications
  • At least 6 years of experience in Avaya Telephony/CMS/VDN solutions.
  • Proficient in the 8710 Avaya telephony switch and related systems.
  • Experience in creating and managing vector directory numbers and agent IDs.
  • Ability to generate real-time and historical reports using CMS.
  • Active Secret clearance is mandatory.
  • Availability for COOP activities as needed.
About Nationwide IT Services

NIS is a consulting firm specializing in IT and Management services, recognized as a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our clients by leveraging technology, skilled personnel, and industry best practices to implement innovative solutions.


We offer a comprehensive benefits package that includes medical, dental, and vision insurance, life and disability coverage, a 401(k) plan with employer matching, paid holidays, PTO, commuter benefits, an employee assistance program (EAP), educational reimbursement, and pet insurance.


Nationwide IT Services, Inc. is an equal opportunity employer, providing employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status.

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