Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS079, T1, Band 4

Job-Specific Essential Duties and Responsibilities:

- Provide day-to-day operational support for enterprise VoIP and VTC services, including voice, video, and conferencing platforms across on-premises, cloud, and hybrid environments.

- Perform Tier 1 and Tier 2 incident triage, troubleshooting, and service restoration activities for telecommunications systems.

- Execute routine administration tasks, including configuration changes, user provisioning, and support for phones and video endpoints.

- Support onboarding, testing, and rollout activities for collaboration and communications platforms.

- Escalate complex technical issues to senior engineers and Telecom SMEs while ensuring proper tracking and documentation.

- Assist in maintaining disaster recovery (DR) plans, procedures, and runbooks, and support DR testing and exercise execution.

- Perform backup verification, integrity checks, and restoration testing to ensure recoverability of telecommunications systems.

- Monitor system performance and assist in identifying issues affecting voice and video service quality.

- Maintain accurate documentation, including runbooks, SOPs, configuration records, and operational procedures.

- Provide on-site support for physical endpoints and infrastructure as required, while participating in on-call rotations to support 24/7 operations.

Job-Specific Minimum Requirements:

- Experience supporting VoIP, VTC, or unified communications (UC) systems in an enterprise or operational environment.

- Ability to perform Tier 1/Tier 2 troubleshooting and incident triage for telecommunications services.

- Experience with user provisioning, endpoint configuration, and routine system administration tasks.

- Ability to follow standard operating procedures (SOPs) for incident response, service requests, and system updates.

- Experience supporting ITSM tools (e.g., ServiceNow) for ticket tracking and documentation.

- Basic understanding of networking concepts, including QoS and voice/video traffic dependencies.

- Ability to support and document backup, recovery, and DR testing activities.

- Experience maintaining technical documentation, runbooks, and operational records.

- Ability to work in hybrid environments (on-site/off-site) and participate in on-call rotations.

- Associate's or Bachelor's degree in Telecommunications, Information Technology, Computer Science, or a related field. Additional years of relevant experience will be considered in lieu of degree.

- 2+ years of experience in telecommunications support, IT operations, or unified communications administration.

Preferred Skills and Qualifications:

- Experience supporting federal government environments.

- Familiarity with enterprise UC platforms (e.g., Cisco UC, Microsoft Teams, or similar tools).

- Experience supporting VoIP phones, video conferencing endpoints, and collaboration tools.

- Knowledge of ITIL-based incident and service management processes.

- Understanding of hybrid cloud communications environments.

- Experience supporting DR exercises and maintaining operational readiness documentation.

- Strong attention to detail and ability to follow structured technical procedures.

- Effective communication and teamwork skills in operational environments.

- None required (entry-level certifications such as CompTIA Network+ or Cisco Certified Technician (CCT) are a plus).

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Minimum Requirements

TCS079, T1, Band 4

#TSTECH

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews, -please contact People Operations at applicantaccom@maximus.com.

Minimum Salary

$

50, 000.00

Maximum Salary

$

80, 000.00