Red Cedar Consultancy, LLC · 4 days ago
UCC Technical Support Analyst
Alexandria, VA
Full-time
Hybrid
Senior Level
$65K/yr - $70K/yr
7+ years expRed Cedar Consultancy, LLC is seeking a Senior UCC Technical Support Analyst who will provide a central point of contact for IT-related inquiries and support requests. The role involves endpoint management and Help Desk troubleshooting as part of the National Credit Union Administration program.
Cloud InfrastructureInformation TechnologyTraining
No H1B
Security Clearance RequiredHiring Manager
Laxmi Vig, CIR, ACIR
Responsibilities
Provide Tier 2 Help desk support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software, hardware, and network systems
Leads architecture and support of unified communications (UCC) platforms and integrations
Will be responsible for integrating UCC tools with Microsoft 365 and network systems
Respond to ServiceNow tickets for workstation issues
Coordinate audio/visual setup for events and board meetings
Support digital signage and Teams Room devices
Manage endpoint provisioning using Intune
Troubleshoot and assist with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues
Perform account provisioning and workstation imaging. Support mobile devices and asset management
Perform account provisioning and workstation imaging
Track, manage, and provide monthly update on Help Desk utilization
Coordinate with Tier 3 help desk for firewall and routing issues
Mentor Tier 2 UCC staff and support VIP events
Conduct and participate in post-incident retrospectives and issuing Root Cause Analyses
Attend NCUA provided training as requested
Will always maintain a high level of customer satisfaction and professionalism
Support Junior level staff
Qualification
Required
Must be able to obtain and maintain a Public Trust security clearance
7+ years professional experience providing Tier 2 Help Desk experience
Bachelor's degree in information technology or equivalent experience
Must be able to be onsite in Alexandria, VA from 7:00am – 5:00pm EST Monday-Friday for project execution
Experienced integrating UCC tools with Microsoft 365 and network systems
Experience supporting Microsoft 365 applications (Teams, VoIP)
Support Teams meetings, webinars, and VoIP devices
Design and manage Teams Phone and VoIP infrastructure
Experience supporting Microsoft 365 applications (Outlook, Word, Teams, VoIP, Intune)
Experience with digital signage and UCC integrations
Experience supporting Teams meetings, webinars, and VoIP devices
Must have experience coordinate A/V setup for events and board meetings
Experience troubleshooting VTC and audio bridging issues
Experience providing support for Windows 11 basics
ServiceNow help desk ticketing systems experience required
Experience providing mobile device support
Experience troubleshooting and support with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues
IT asset management experience
ServiceNow Help Desk and Administration experience required
Proven experience resolving tier 2 help desk tickets promptly and effectively
Customer service driven
Excellent written and verbal communication skills
Preferred
Microsoft Certified: Teams Voice Engineer Expert certification preferred
Company
Red Cedar Consultancy, LLC
Red Cedar is an SBA 8(a) and HUBZone certified Small Disadvantaged Business providing IT services in the areas of Cloud, Infrastructure Engineering & Operations, Application Development & Maintenance, Cybersecurity, Data Analytics, Network Engineering and Operations & Training services to U.S.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase