Voice Support Specialist

Hill Associates is seeking a Voice Support Specialist to support a high-profile federal agency in Washington D.C. This role is responsible for coordinating and providing operational support for enterprise VoIP and Unified Communications service delivery data analysis and business process improvements related to voice services.

The successful candidate will be proactive customer-focused and capable of working independently with minimal supervision while supporting mission-critical communications systems in a fast-paced government environment.

In addition to enterprise voice support responsibilities this position may also provide mobility support activities including the preparation configuration deployment troubleshooting and end-user support of government-issued cellular devices and related mobile technologies.

Work Schedule:

This position is primarily based onsite at the customer location in Washington D.C. While there may be opportunities to work remotely an average of one to two days per week based on operational needs remote work is not guaranteed and may be modified or eliminated at any time based on customer or business requirements.

Key Responsibilities:

• Investigate operational issues and recommend effective technical and process solutions.
• Document operational procedures and identify opportunities for continuous improvement.
• Plan and implement system upgrades and configuration changes.
• Develop and maintain Excel-based spreadsheets to manage inventory and operational data.
• Analyze service metrics and support improvements to operational efficiency.
• Support enterprise VoIP and Unified Communications service delivery.
• Assist with inventory management and lifecycle tracking of telecommunications equipment.
• Provide customer support and technical troubleshooting for voice communications services.
• Support cell phone and mobility operations including:
  • Preparing and configuring mobile devices;
  • Deploying and provisioning government-issued cellular equipment;
  • Providing end-user support and troubleshooting;
  • Assisting with mobile device inventory and lifecycle management.

Requirements:

• Bachelors degree.
• Minimum of seven (7) years of professional experience.
• Minimum of three (3) to five (5) years of enterprise voice/telecommunications experience.
• Ability to obtain and maintain a Secret security clearance.
• Ability to work onsite at the customer location in Washington D.C. as required.
• General knowledge of IP networking voice communications and telecommunications technologies.
• Strong analytical skills with proficiency in Microsoft Excel.
• Experience administering and analyzing enterprise voice and telecommunications systems.
• Strong research analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Strong organizational and planning skills.
• Proficiency with Microsoft Word Excel and PowerPoint.

Desired Experience:

• Experience supporting federal government customers.
• Experience with Microsoft Power BI and data visualization.
• Familiarity with ServiceNow or similar ticketing platforms.
• Experience supporting secure telephony solutions (e.g. vIPer GEM One).
• Experience with Cisco Unified Communications Manager (CUCM) and Cisco voice technologies.
• Experience working for or alongside a telecommunications service provider.
• Advanced knowledge of VoIP and Unified Communications technologies.
• Experience supporting enterprise mobility or mobile device management (MDM) environments is a plus.

Why Work for Hill Associates

We are a small award winning government contracting firm with demonstrated success delivering and supporting mission critical networking solutions.

Hill Associates is committed to pay transparency and equitable compensation. The salary range for this position is $85000 $115000 per year based on factors such as job-related skills experience education and addition to base pay employees may be eligible for performance-based bonuses and a comprehensive benefits package.

Benefits: From the first day of employment Hill Associates offers a comprehensive benefits program including medical dental vision life insurance 401(k) as well as a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time employees.

Hill Associates Recruits employs trains compensates and promotes without regard to race religion creed color citizenship national origin age sex gender gender identity/expression sexual orientation marital status disability genetic information veteran status or any other legally protected basis in accordance with applicable federal state or local law. This policy applies to all terms and conditions of employment including termination layoff recall transfer leaves of absence.

Hill Associates uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify including your rights and responsibilities as an applicant please visit can be submitted electronically or by submitting a paper resume to Hill Associates Attention: HR 1 Research Ct Suite 450 Rockville MD 20850.

Disclaimer: Nothing in this job description/posting shall constitute an offer or promise of employment.

Physical Demands: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Why Work for Hill Associates

We are a small award winning government contracting firm with demonstrated success delivering and supporting mission critical networking solutions.

Benefits: From the first day of employment Hill Associates offers a comprehensive benefits program including medical dental vision life insurance 401(k) as well as a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time employees.

Hill Associates recruits employs trains compensates and promotes without regard to race religion creed color citizenship national origin age sex gender gender identity/expression sexual orientation marital status disability genetic information veteran status or any other legally protected basis in accordance with applicable federal state or local law. This policy applies to all terms and conditions of employment including terminations layoffs recalls transfers leaves of absence.

Hill Associates uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify including your rights and responsibilities as an applicant please visit can be submitted electronically or by submitting a paper resume to:

Hill Associates Attention: HR

1 Research Ct Suite 450

Rockville MD 20850

If you have visited our website for information about employment opportunities or to apply for a position and you require an accommodation please contact Hill Associates Recruiting Team at or via email at All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

Disclaimer: Nothing in this job description/posting shall constitute an offer or promise of employment.