ACD I3 JR. SYSTEM ENGINEER

Systems Integration, Inc. (Sii) - Arlington, VA

Full-time

Arlington, VA

Machinery Manufacturing

About the position

The position involves assisting with the design, operation, administration, maintenance, and provisioning of the I3 ACD system, which is managed by the Integrated Infrastructure and Telecommunications Services Agency. The role requires maintaining various servers and ensuring compliance with security standards, while also providing technical support and training to end users.

Responsibilities

• Assist with the design, operation, administration, maintenance, and provisioning of the I3 ACD system.
• Maintain servers with the latest software release and security compliance with Army information assurance requirements.
• Install desktop and telephone hardware/software related to the I3 ACD system for end users.
• Provide customized call trees, interactive voice recordings, and routing configurations based on customer requirements.
• Provide end user training and technical support to system customers.
• Implement upgrade projects to the I3 ACD and supporting systems for service quality and capacity improvement.
• Troubleshoot IT issues and determine the root cause of outages affecting the I3 ACD system.
• Consult and analyze system improvements and enhancements to meet customer requirements.
• Provide reports on system health, performance, and capacity as required.
• Document all system components, wiring, cross connects, and demarcation points.
• Manage Remedy tickets/queues for proper workflow and resolution of faults.
• Attend meetings, workgroups, forums, and Tiger teams as needed.

Requirements

• Certified on the Interactive Intelligence, ICCE, I3 platform.
• Security+ Certified.
• Top Secret Clearance Required.
• High School Diploma or GED.
• 2 years of college, technical or vocational school in telecommunications or related field (and combination of education, training, or experience).