SMX is seeking a motivated and versatile Field Service Audio/Visual & Unified Communications (UC) Specialist to join our team supporting the Navy Region Southwest command in San Diego, California. This hybrid role combines hands-on field support with remote help desk responsibilities, requiring a strong foundation in IT troubleshooting, customer service, and specialized expertise in Audio/Visual (A/V) systems and Avaya telephony.

The ideal candidate is a proactive problem-solver who can independently manage on-site installations, troubleshoot complex A/V and UC issues in conference rooms, and provide excellent Tier 1/2 support to end-users via our ticketing system. You will be instrumental in ensuring the operational readiness of critical communication and collaboration infrastructure.

This position requires DoD secret security clearance which requires US citizenship for work on DoD contracts.

Application Deadline: April 13, 2026

Essential Duties & Responsibility

Unified Communications Support:

• Administer, maintain, and troubleshoot the Avaya Communication Manager (CM10) environment
• Perform station administration, including creating, modifying, and deleting user extensions, voicemail boxes, and call-routing configurations (VDNs, Vectors)
• Diagnose and resolve issues related to VoIP endpoints, SIP trunking, and call quality
• Assist users with telephony features and voicemail functionality
• Remove and/or block calls not permitted by US Navy

A/V & VTC Support:

• Design, Install, configure, and support A/V equipment in conference rooms, including displays, projectors, microphones, speakers, and control systems (eg, Crestron, AMX)
• Elicit customer requirements, develop design, and present design to customers
• Manage and troubleshoot Video Teleconferencing (VTC) systems (eg, Poly, Cisco, Teams Rooms)
• Provide pre-meeting setup and in-meeting technical support for high-priority executive events
• Perform routine maintenance and firmware updates on A/V hardware

Field & Help Desk Support:

• Serve as a point of contact for end-user technical support for both A/V and UC systems responding to service tickets and requests in a timely manner
• Provide on-site and remote troubleshooting for desktops, laptops, printers, and other peripherals
• Install, configure, and deploy new hardware and software for end-users
• Perform basic network patching and physical layer troubleshooting in IT closets
• Document all work performed, including issue resolution and new procedures, in the ticketing system and knowledge base

Required Skills & Experience

• Clearance Required: Secret or higher
• Minimum (4) or more years of applicable DoD work experience
• Current Security+ or equivalent DoD8570/8140 IAT level II certification to meet the Navy Cybersecurity Workforce requirements
• Minimum of 3-5 years of experience in an IT support role (Help Desk, Desktop Support, or Field Technician)
• Bachelor’s degree from accredited University OR Bachelor’s degree can be substituted with associate degree plus Four (4) years of applicable work experience, OR no degree plus six (6) years of applicable work experience
• Demonstrated hands-on experience with Avaya Communication Manager (CM10 or recent versions), including station administration and basic troubleshooting
• Strong proficiency in supporting and troubleshooting enterprise A/V and VTC systems (eg, Crestron, Poly, Cisco)
• Proficient with Cisco, Juniper, and other industry‑standard routers and switches, including port management, network mapping, and troubleshooting complex connectivity issues
• Solid understanding of Windows 10/11, Microsoft 365, and Active Directory user management
• Fundamental knowledge of networking principles (TCP/IP, DNS, DHCP)
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users
• Strong analytical, critical‑thinking, and problem‑solving skills with the ability to manage multiple projects, maintain detailed documentation, and operate effectively in fast‑paced environments
• Excellent communication skills, with a track record of delivering clear technical guidance, incident documentation, and cybersecurity reporting
• Ability to lift and move equipment up to 50 lbs

 Desired Skills & Experience

• CompTIA A+ or Network+ certification
• Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS) certification
• Certified Technology Specialist (CTS) certification from AVIXA
• Experience supporting collaboration platforms like Microsoft Teams Rooms or Cisco Webex Rooms
• Familiarity with ITIL foundations and best practices

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