Journeyman Network Support Specialist

Position Summary

The Journeyman Computer Network Support Specialist will provide technical expertise on the day-to-day support of by completing all of the technical telecom tasks requested by IRS Program Managers. 

Individuals must be able to attain and maintain a valid US Government Public Trust security clearance to be retained in the position.

Duties & Responsibilities

• Rack and Stack network equipment refresh activities as required by the SI Refresh Team
• Prioritizes and focuses to complete the activities directed by TEIS Transition Team
• Performs site surveys to complete Building Evaluation SharePoint data collection
• Escorts vendors (site surveys/installs/cut-over/deinstalls)
• Submits ERC ticket to FMSS for required site prep (electrical, conduit, etc)
• Meets and Monitors site prep progress with FMSS/GSA and reports any delays and issues
• Sends Info-Alerts to ESD and Customers impacted during cutover
• Notifies TEIS Transition Team of failed equipment or circuit problems
• Manages and support trouble tickets, issue identification, problem resolution
• Tracks and shares reports “Lessons Learned” with TEIS Transition Team
• Follows checklist for pre-cutover, cutover and post-cutover activities
• Provides technical expertise on the day-to-day support of by completing all of the technical telecom tasks requested by IRS Program Managers
• Helps support the following Unified Communications (UC) service applications and equipment using the Information Technology Infrastructure (ITIL) processes: utilize existing tools to generate the measures as defined by UC voice services for all Convergence related components, Cisco Prime Collaborations & Assurance
• Proficiencies using Voice (CUCM, Phones (Desk/Softphone), SME, UCCX, SBC), VoiceMail (Unity, ViewMail), Infrastructure (Cisco UCS Chassis/Blades, Net App Controllers, Infortel, SME, UCCX, SBC, Open AM software, FTP software (TECTIA), SIP service / PSTN, Prime Collaboration Assurance (PCA), IP to Analog VG), Collaboration (CWMS, Jabber), Emergency Services (CER, Redsky) 
• Deploys network connectivity, measures, monitors and maintains connectivity for telecommunication services and devices, including but not limited to voice, video, cellular and various collaborative services for IRS users and business program managing partners
• Responds to tickets as assigned via the Knowledge, Incident/Problem, Service and Asset Management (KISAM) system
• Problem recognition, fault detection and resolution for major functions such as: WAN, LAN, ETEL, LSA/LP and TFCC Call Center/IP Transport 
• Performs trending, base lining, and reporting for UNS network data and voice services and support overall Network performance to include telecommunications services and coordination with other IRS troubleshooting entities Coordinate with support personnel throughout the IT organization guided by the network Service Level Agreements (SLAs) with internal and external organizations
• Provides network monitoring, administration, operation, maintenance, documentation, troubleshooting and other operational services to support the network infrastructure
• Maintains network hardware such as routers, switches, load balancers and firewalls needed to support initial project deployments and upgrades within the data centers.
• Designs and manages the implementation of secure data communications connectivity between non-IRS entities (e.g., large commercial banks for money transfers, or federal, state and local governments to provide or gather information) and the IRS computing facilities/infrastructure
• Develops Local and Metropolitan Area Network (LAN and MAN, respectively) diagrams and drawings according to IT and business customer requirements and specifications. 
• Ensures the continuity of IRS operations by providing voice and data communications, infrastructure and equipment in the event of critical outages or disasters
• Plans and manages the Voice Over Internet Protocol (VoIP) service
• Provides project management services for new system/functionality that require design, planning, management, coordination and regulatory support
• Plans and implements upgrades, expansions and changes to the Automatic Call Distribution (ACD) system, peripheral equipment, network announcements, automatic dialing system, and software licenses used within the contact center environment 
• Provides day-to-day operational support, including maintenance, monitoring and training, for the telecommunications services used within the contact center environment
• Provides domestic and international IP data communications connectivity to authorized IRS facilities across the US, the US territories, and at select US embassies via the State Department’s network 

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