Telecommunications Mechanic

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Position title: Telecommunications Mechanic

Location: Fort Detrick, MD

Clearance level required: Secret

Responsibilities include (but are not limited to):

Serves as the Alternate Inside Plant Section Chief in the absence of the ISP Section Chief.
Perform operations and maintenance (O&M) of post-VMOD Inside Plant voice services, with emphasis on VoIP platforms, call routing, user provisioning, and service assurance, rather than legacy TDM switching.
Provide day-to-day administration of VoIP services, including user profiles, device configuration, class of service, feature activation, and troubleshooting of IP-based voice endpoints.
Serve as a primary customer service interface for voice services, resolving user issues related to call quality, voicemail, softphones, desk phones, mobility features, and service availability.
Configure, modify, and remove VoIP and analog gateway circuits, ensuring proper integration with the enterprise network and adherence to cybersecurity and configuration standards.
Administer and maintain voicemail systems and user accounts; experience with Callegra Callware or equivalent VoIP voicemail platforms preferred.
Ensure Emergency 911 (E911) service accuracy, including:
- Validation of station-level and user-based location data
- Coordination of adds, moves, and changes (MACs) to maintain accurate Public Safety Answering Point (PSAP) & Altenate AT&T (IP-FLEX) records
- Troubleshooting E911 call routing, location discrepancies, and compliance issues
Monitor and troubleshoot VoIP trunks, SIP services, gateways, and session management components to ensure high availability and call quality.
Perform preventive maintenance and fault isolation for ISP voice infrastructure, identifying issues related to software, hardware, network dependencies, or configuration errors.
Maintain accurate voice service documentation, including call routing diagrams, user records, E911 location mappings, circuit inventories, and configuration records within the Telephone Management System (TMS) or equivalent platform.
Execute work order and trouble ticket administration, ensuring timely response, accurate documentation, and customer communication throughout resolution.
Support remote diagnostics, component replacement, emergency service restoration, and technical documentation updates as required.
Coordinate with vendors and service providers for circuit installations, VoIP services, and troubleshooting activities.
Maintain strong customer rapport, proactively communicating service impacts, changes, and resolutions in a professional, service-oriented manner.
Support quality assurance and post-deployment validation, ensuring voice systems and services operate as designed following modernization or configuration changes.
Comply with all safety, security, and regulatory requirements, including DoD training, Information Assurance, and site-specific policies.
Perform other duties as assigned in support of contract requirements.