The Junior 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 Public Rust Government security clearance to be retained in the position.

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  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, baselining, and reporting for UNS network data and voice services and supports 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

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor