Telephone Applications Support V (VOIP Systems Operation/Maintenance) in Killeen, TX at KaiHonua

Date Posted: 11/18/2022

Job Snapshot

Job Description

Position: Telephone Applications Support V (VOIP Systems Operation/Maintenance)

Location: Fort Hood, Texas (Killeen) 

Job Summary:

Kai Honua LLC has an immediate opening immediate opening for a Telephone Applications Support V position. The candidate assesses and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users. The service desk representative provides assistance to users and organizations using computer software or equipment. Properly diagnose problems and guide users through problem resolution. Set up, image or repair computer equipment and related devices. Train users to utilize new computer hardware or software, including printing, installation, word processing, and email. Respond to phone, web, fax and email requests for assistance using remote tools and automated trouble ticketing system. Make site visits to provide touch labor. Provides account management.

Essential Duties and Responsibilities: (Not listed in order of importance; other duties may be assigned) and must be able to perform the following with minimal guidance:

  • Provides Tier V support to users by researching, diagnosing, and resolving technical problems involving both business and IT related technical issues with end-user computer technology.
  • Installs approved software within regular business hours. Prepare software using provided software package utility for deployment.
  • Electronically "push" software, software updates, security updates, vendor patches (service packs, service releases), etc. to end user devices. Update 100% of affected available devices in accordance with the timelines established within the request.
  • Assist users in identifying service requirements and developing appropriate technical specifications that are consistent with user needs. Provide advice on automating functions, integrating requirements with existing capabilities, communication requirements, control and administration of systems, types of information management systems, operating systems, equipment, and infrastructure compatibility. Provide users with recommendations on approved equipment and software.
  • Issue, maintain, and delete end-user accounts
  • Provide configuration of end user and network devices to include computers, printers, laptops, scanners, PDAs, and other hardware.
  • Install new computers per the NEC Life Cycle Replacement Policy
  • Provide Local Touch Labor Services to include installation, troubleshooting, repairing, and software updates, security updates, vendor patches (service packs, service releases), etc., when electronic application means do not exist.
  • Other duties as assigned.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience / Certifications:

  • High school/GED
  • 4+ years of experience performing PC maintenance functions
  • Must possess and maintain an IT I level certification IAW AR 25-2 and an IAT II certification IAW DoD 8570.01-M
  • MS Desktop Support Technician or equivalent certification preferred
  • Experience and training with Automated Call Distribution (ACD) software, T-Metrics, Unique CAIRS, and Consortium Bridge software
  • Have experience with the NIPRNET connection process and accreditation
  • Understanding, training and experience with MS SQL database software
  • Experience and training with CISCO Voice over Internet Protocol (VoIP); and network telephony architecture
  • Cisco Unified Communication Manager for VOIP
  • Experience with the RMF process and eMASS application. 

Job Requirements

Physical Requirements:

Work may involve sitting or standing for extended periods of time.  Position may require typing and reading from a computer screen.  Must have sufficient mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner.  May include lifting weigh up to thirty (30) pounds as necessary.  

  • Must have valid driver’s license
  • Clean driving record
  • Occasional use of company vehicle while on work site


  • Must have solid knowledge of information security principles and practices, as well as an advanced understanding of security protocols and standards.
  • Must have solid knowledge of information security principles and practices, as well as an advanced understanding of security protocols and standards.
  • Extensive knowledge of Applications
  • Extensive knowledge of PC Software, Operating Systems/Windows 7, MS Office applications with strong Excel skills, Outlook and Internet Browser.  Citrix and virtualization knowledge a plus
  • General knowledge of Windows technology and TCP/IP networking
  • Inside plant experience working on telephone systems
  • Must be a U.S. citizen 

Security Clearance:

Position may require a DoD security clearance


Headquartered in Hawaii, KaiHonua, LLC is an SBA Certified NHO 8(a) Small Business specializing in global information technology and offering professional solutions in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.

Leveraging over 30 years of providing IT services to the federal & commercial market with projects located around the world, our team possesses innovative expertise in the development of a wide range of technology solutions.  KaiHonua, LLC is an equal opportunity employer.

Our service commitment is simple - "Quality IT Solutions... On Time & On Budget."

KaiHonua LLC reserves the right to change or modify job duties and assignments at any time.  The above job description is not all encompassing.  Positions functions and qualifications may vary depending on business needs.

KaiHonua LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.