Resident Systems Support Specialist (RS3)

$95,500 - $210,100/Yr

CACI International - Fort Carson, CO

Full-time - Mid Level

Fort Carson, CO

Professional, Scientific, and Technical Services

About the position

CACI is seeking a Resident Systems Support Specialist (RS3) to provide onsite support for a Ribbon Communications based Voice over IP (VOIP) modernization (VMOD) effort for the U.S. Army. The RS3 will be responsible for installing, managing, maintaining, and troubleshooting all components of the Ribbon system, which includes switch programming, translations, assigning features, voicemail, traffic optimization and routing, as well as frame wiring. This role is critical in ensuring the cybersecurity requirements of the VoIP system are met, necessitating knowledge and experience in server administration, Intrusion Detection Systems (IDS), VMware, and specific Ribbon devices such as the Federal Edge 2000s and G5s. The RS3 will work under the guidance of the site or installation Network Enterprise Center (NEC) personnel or other Designated Government Representative (DGR). The primary responsibility of the RS3 is to provide technical assistance to maintain contracted levels of system performance, which applies to both the basic Ribbon system components and all ancillary equipment. The RS3 will assist the NEC or DGR in matters relating directly or indirectly to system performance. This includes surveying, analyzing, evaluating, and providing technical advice or trouble resolution pertaining to the performance and functionality of the VMOD system. The RS3 will also provide technical assistance, guidance, and training to the site NEC personnel, ensuring that site personnel become self-sufficient in maintaining and operating the installed system. Responsibilities also include maintaining system availability and performance, utilizing government-furnished Maintenance and Administrative Positions (MAAPs) trouble resolution tools and Government Furnished Equipment (GFE). The RS3 will assist in detecting and resolving system failures, performing routine system software and hardware installations, and maintaining configuration management. Additionally, the RS3 will prepare and submit a Monthly Status Report (MSR) detailing the activities performed in support of the contract, including trouble calls, nature of problems, actions taken, and potential impacts to other systems. The RS3 is expected to be available on an eight-hour schedule, Monday through Friday, excluding Federal and site-specific State Government holidays. CACI emphasizes a culture of integrity, trust, and continuous growth, providing a supportive environment for its employees to thrive and contribute to critical missions.

Responsibilities

• Assist the NEC or DGR in matters relating directly or indirectly to system performance.
• Survey, analyze, evaluate, and provide technical advice/trouble resolution pertaining to the performance and functionality of the VMOD system.
• Provide technical assistance, guidance, and training to the site NEC personnel.
• Maintain system availability and performance, utilizing government-furnished Maintenance and Administrative Positions (MAAPs) trouble resolution tools and GFE.
• Assist the NEC in the detection and resolution of system failures/component failures/errors.
• Perform routine system software installation, upgrading, updating, and replacement per the contract.
• Perform routine system hardware installation, upgrading, updating, and replacement per the contract.
• Conduct system database backup and restore.
• Manage audit trail and ID/password administration.
• Perform first echelon maintenance including updating switch system profiles and power-off procedures to protect the system during emergencies.
• Modify fiber patch panels to support system requirements and maintain system performance objectives.
• Assist the NEC in establishing a plan or SOP for O&M methods, daily practices/preventive maintenance, training, qualification requirements, and procedures for implementation by site personnel.
• Assist and advise NEC personnel in all warranty related actions, including providing instruction and assistance for the timely preparation and shipment of defective VMOD components to the OEM for repair, replacement, or exchange.
• Prepare and submit a Monthly Status Report (MSR) in duplicate to the installation or site NEC POC for review and approval.

Requirements

• Working knowledge and experience installing, managing, maintaining, and troubleshooting all components of the Ribbon system.
• Experience with switch programming, translations, assigning features, voicemail, traffic optimization and routing, and frame wiring.
• Knowledge and experience in server administration and Intrusion Detection Systems (IDS).
• Familiarity with VMware and Ribbon Federal Edge 2000s and G5s devices.
• Ability to provide technical assistance to maintain contracted levels of system performance.

Nice-to-haves

• Experience in VoIP systems and cybersecurity requirements.
• Familiarity with government contracting processes and documentation.

Benefits

• Comprehensive healthcare coverage
• Wellness programs
• Financial and retirement benefits
• Family support programs
• Continuing education opportunities
• Flexible time off benefits