Role Summary

The DRSN Support Technician III supports DISA Global Operations Center operations at Scott AFB, providing mission-critical support for DISA, DISN, GIG, and Defense Red Switch Network services. The role focuses on voice infrastructure, Unified Communications, circuit monitoring, incident response, service restoration, and operational support for DoD and national security customers.

Key Responsibilities:

Create, update, track, and resolve incidents using ServiceNow and approved incident management tools.
Monitor network alarms across platform-specific tools and maintain situational awareness during outages or service degradations.
Support customer circuits, TDM, SIP trunks, voice services, Unified Communications, and DRSN operations.
Notify required contacts for network, circuit, location, or heightened-awareness incidents.
Coordinate with customers, UC stakeholders, internal teams, external partners, and leadership to maintain network availability.
Document outages, degradations, fault isolation steps, escalations, and resolutions throughout the incident lifecycle.
Verify service restoration after ticket resolution and provide timely updates to impacted communities.
Perform configuration maintenance on route plans, route lists, device profiles, calling search spaces, and route partitions.
Assess incidents, voice service issues, and configuration deficiencies, then recommend resolutions or process improvements.
Support team training and process development for UC and DRSN operations.

Requirements

Required Qualifications:

Ability to work 24/7 rotating shifts onsite, including nights and weekends.
General understanding of voice infrastructure and IP network topologies.
Strong troubleshooting, incident documentation, communication, and customer coordination skills.
Ability to support mission-critical network operations for extended periods on a computer or phone.

Education, Experience, and Desired Qualifications:

High school diploma or equivalent with 2–4 years of relevant experience.
Tech control, cyber transport, circuit actions, DISA, DISN, DoD network operations, or mission-critical communications experience preferred.
Experience with alarm surveillance, call routing, SIP, media call flow, packet capture analysis, Juniper IP technologies, routers, switches, crypto devices, Cisco, VTC, voice services, EVoIP, ECVoIP, VoSIP, fly-away kits, DRSN, or DSN Core preferred.
Experience using Microsoft Office tools, including Outlook, Excel, Word, Access, PowerPoint, and Teams.

Benefits

Core Benefits:

Paid Time Off PTO):TEN (10) Paid days off & FIVE (5) Floating days off.
Holidays: 11 Paid Holidays. Flex time can be utilized instead of holiday time usage.
Payroll: Paid Bi-Monthly.
401(k): Partnered with the SECOND LARGEST Retirement plan provider in the U.S. Guaranteed 3% match. Eligibility – 21 years of age or older, after 3 months of employment
Individual or company-wide performance and recognition awards (Quarterly

Health Benefits:

UNITED HEALTHCARE PPO, extensive national coverage.
INCLUDES: Medical/Dental/Vision/HSA.
Eligible on the first of the month, immediately after the start date.
Submit the enrollment form within 30 days of your start date otherwise, you will have to wait until October for the new year enrollment.

Quality of Life Benefits:

Training & Career Development Reimbursement of Tuition and training needed to support career development.
$150 monthly reimbursement contribution paid monthly towards parking expenses.
Receipts must be submitted by the close of business on the 25th of each month.
Reimbursements will be paid on the first payroll AFTER reimbursements are submitted each month.

Special Benefits:

Performance bonus – Project-based
Yearly bonus – Company based

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