QA Technician

Clearwaters.IT, a SDVOSB and 8(a) company provides creative, cost-effective solutions that inspire our client partners, excite our employees, and redefine the boundaries of what is possible. Our vision is to be the solution provider of choice for our clients and partners.

At Clearwaters.IT our employees drive our success. We retain incumbent staff and offer competitive salaries with excellent benefits. We are an ‘Open Book’ to our staff, promoting from within and providing mentorship for career progression and upward mobility within the company.

Position Overview: The Inside Plant/Outside Plant (ISP/OSP) Quality Assurance/Quality Control Technician is responsible for ensuring the quality and reliability of telecommunications infrastructure, managing trouble tickets, and performing quality control checks on completed and in-progress projects. This role focuses on resolving customer issues promptly and maintaining high standards for voice and data services.

Key Responsibilities

• Trouble Ticket Management:
• Monitor and verify trouble tickets in queue using CAIRs or Remedy ticketing systems
• Ensure ticket volumes are maintained at manageable quantities
• Establish priorities based on service impact and resolution timeframes
• Customer Issue Resolution:
• Respond to trouble tickets in-person, via phone call, or email within 48 hours
• Troubleshoot customer issues related to telecommunications infrastructure
• Ensure customer concerns are properly addressed and documented
• Verify services are returned to normal operations after resolution
• Quality Assurance/Quality Control:
• Conduct thorough QA/QC checks on completed and in-progress projects
• Verify that voice and data services operate as expected
• Document findings and recommend corrective actions when necessary
• Ensure compliance with industry standards and best practices
• Service Escalation Management:
• Escalate trouble tickets to appropriate service tier if unable to resolve within 48 hours after initial contact
• Track escalated tickets to ensure timely resolution
• Provide detailed information to higher-tier support for complex issues
• Documentation and Reporting:
• Maintain accurate records of all QA/QC activities
• Document resolution steps and outcomes for all trouble tickets
• Prepare regular reports on service quality metrics and trends

Working conditions: Combined office and field setting with time split between computer work and on-site inspections. May require on-call availability for critical service disruptions. Must be available to work on the island of Hawaii. Work will be performed at various facilities and field locations. Travel within and around the base may be required, including outdoor work in various weather conditions when inspecting outside plant infrastructure.

• U.S. citizen with ability to obtain SECRET clearance
• Associate's or Bachelor's degree in telecommunications, electronics, or related field preferred
• 3-5 years of experience in telecommunications infrastructure support
• Experience with CAIRs or Remedy ticketing systems
• Knowledge of ISP/OSP infrastructure and telecommunications standards
• Strong troubleshooting and analytical skills
• Excellent customer service and communication abilities
• Ability to work independently with minimal supervision
• Experience with military telecommunications systems preferred

Competitive salary and benefits package, including:

• Health, dental and vision insurance
• 401(k) with company match
• Paid time off (PTO) for vacation, sick leave, and personal days
• Professional development reimbursement
• Other benefits, including life insurance, disability insurance, and employee assistance programs