Tech SME Telecom and Network Technician

Position Title & Code: Tech SME - Telecom and Network Technician

Location: Washington DC 20024

Project End Date: 09/30/2026 (With Possible extension to next fiscal year)

Duties and Responsibilities:

1. Kaseya Administration

• Utilize the Kaseya IT management platform for efficient endpoint monitoring.
• Configure and deploy Kaseya policies for endpoint devices ensuring compliance with organizational IT standards.
• Monitor device health apply updates and address alerts generated by Kaseya.
• Troubleshoot and resolve Kaseya-related issues escalating to the product owner when necessary.

1. Oomnitza Integrations Administration

• Manage integrations of Oomnitza with other IT systems (e.g. Kaseya Intune Absolute) to streamline asset tracking and reporting.
• Generate reports and dashboards on asset utilization compliance and lifecycle status for stakeholders.

1. Intune Backend Administration

• Administer and configure Microsoft Intune for endpoint management ensuring proper device enrollment and compliance with company policies.
• Manage Intune policies for mobile device management (MDM) and mobile application management (MAM).
• Deploy and update apps security settings and configurations via Intune.
• Troubleshoot device enrollment issues and provide backend support for Intune-related problems.
• Implement secure device management practices including encryption remote wipe and conditional access policies.

1. Technical Support

• Provide technical assistance to end-users troubleshooting hardware and software issues across desktops laptops and mobile devices.
• Act as the primary point of contact for user support inquiries related to endpoint management system access and IT hardware.
• Resolve support tickets promptly and efficiently escalating complex issues to the appropriate teams when necessary.
• Support device deployment imaging and configuration for new or existing users.

1. System Maintenance and Integration

• Assist with the maintenance and administration of IT systems ensuring seamless integration between Kaseya Oomnitza Intune and other tools.
• Monitor system performance identify and resolve issues and recommend improvements for reliability and scalability.
• Collaborate with IT teams to optimize workflows reduce manual tasks and improve overall system efficiency.
• Conduct periodic health checks and updates for IT systems and infrastructure.

1. Documentation and Reporting

• Maintain detailed documentation for Kaseya Oomnitza and Intune configurations policies and workflows.
• Document troubleshooting steps resolutions and system changes for future reference.
• Generate regular reports on IT asset usage endpoint compliance and system performance for IT management.

Key Performance Indicators (KPIs):

• System Uptime: Percentage of time Kaseya Oomnitza and Intune systems are fully operational.
• Ticket Resolution Time: Average time to resolve support tickets related to endpoint management or IT issues.
• Asset Data Accuracy: Percentage of IT assets accurately documented in Oomnitza.
• Policy Compliance: Percentage of managed devices compliant with Intune policies.
• User Satisfaction: Feedback from users on the quality and timeliness of support provided.

Telecom and Phone System Support:

Install configure and maintain Avaya phone systems (handsets voicemail and system servers).

Manage test and troubleshoot analog and digital fax lines to ensure clear transmission.

Monitor voice and data lines coordinating with external telecom carriers and service providers to resolve outages.

Handle moves adds and changes (MACs) for all staff extensions and telecommunications hardware.

Qmatic System Support:

• Support the Qmatic customer journey and queue management systems.
• Troubleshot system endpoints including ticket printers digital signage and audio-visual displays.
• Coordinate with IT and facility stakeholders to ensure seamless integration between the Qmatic software and the organizations LAN/WAN infrastructure.

Education:

• Bachelors degree in computer science Information Technology or a relevant field; equivalent work experience may be considered.

Qualifications:

• Proven experience as a Technical SME or similar role with a minimum of 10 years in IT asset management and network support.
• Extensive knowledge of IT asset management principles including compliance lifecycle management and industry best practices as defined by IAITAM.
• Strong analytical and problem-solving skills with the ability to interpret data and provide actionable insights.
• Excellent communication and interpersonal skills capable of interacting effectively with stakeholders at all levels.
• Demonstrated leadership abilities with a track record of successfully driving IT initiatives and projects.

• Relevant certifications within the technical domain (e.g. IAITAM Certified Asset Management Professional Microsoft Certified: Modern Desktop Administrator Associate) are strongly preferred

Skill Assessment: (Please include the years of experience last used and brief description on skills below information is to be submitted along with the resume)