Av/Vtc Support Sme (Ncca)

Empower AI • Fort Jackson, SC

6d • Onsite

About The Position

Empower AI is seeking an experienced AV/VTC Support SME to analyze, configure, administer, optimize, and sustain conference room, executive, classroom, and event audio-visual and video teleconferencing systems for a Department of War agency supported by an enterprise IT Customer Support Services program. The role diagnoses faults and determines appropriate resolutions, configures systems for sessions and events across NIPRNet, SIPRNet, and JWICS enclaves, evaluates service readiness, and determines preventive and corrective actions. It also designs and implements equipment installations within engineering direction, develops user guidance, and provides expert recommendations on system performance, operational readiness, standards, and service improvements. The position requires discretion and independent judgment on technically significant matters.

This is an onsite position at Fort Jackson, South Carolina (NCCA), with up to 15% travel. The role may require early-morning, evening, and occasional weekend event and maintenance support.

Requirements

• Bachelor's degree and at least 7 years of related experience; an additional 4 years of related experience may substitute for the degree.
• At least 3 years of experience supporting enterprise audio-visual and video teleconferencing systems in conference room, classroom, or event environments.
• Ability to work independently, analyze complex technical problems, evaluate alternatives, determine appropriate actions, and exercise discretion with limited day-to-day supervision.
• U.S. citizenship.
• Active Top Secret clearance, favorably adjudicated T5/T5R, required to start; the position is a Privileged User role.
• Willingness and ability to obtain TS/SCI eligibility after starting if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation or Continuous Vetting.
• Current DoD 8570/8140 IAT Level I baseline certification before performing cybersecurity-related duties; examples include CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP.
• Hands-on experience with Cisco and/or Poly VTC endpoints and infrastructure, such as CUCM, Expressway, TMS, or Webex/Zoom for Government room systems, and with displays, projectors, cameras, microphones, audio DSP, and control systems such as Crestron, Extron, or AMX.
• Understanding of IP networking as it applies to VTC, including SIP, H.323, QoS, firewall traversal, and basic call troubleshooting.
• Ability to support senior executives and live events with poise and minimal disruption.
• Ability to lift and move equipment up to 50 pounds, work on ladders, and travel to regional sites as pre-approved, up to 15% of the time.
• Flexibility to support early-morning, evening, and occasional weekend events and maintenance windows.
• Strong customer service, documentation, and communication skills.

Nice To Haves

• AVIXA CTS or CTS-I certification.
• Cisco CCNA/CCNP Collaboration certification.
• Crestron or Extron certification.
• CompTIA Network+ or Security+ CE certification.
• Experience working across NIPRNet, SIPRNet, and JWICS security enclaves and with classified-system handling procedures.
• Experience supporting secure VTC environments for the Department of War, DoD, or Intelligence Community.
• Experience with Adobe Connect, Microsoft Teams Rooms, Zoom for Government, and hybrid meeting platforms.
• Experience using ServiceNow or a comparable enterprise ITSM platform, including incident, request, knowledge, CMDB, Service Catalog, or Virtual Agent functions.
• Familiarity with DISA STIGs for VTC systems and ACAS vulnerability remediation.
• Experience supporting instructional technology in training centers or classrooms.

Responsibilities

• Analyze A/V and VTC system faults, identify root causes, and determine resolutions such as repairs, reconfiguration, programming changes, risk mitigation, or escalation.
• Determine technical configurations for conference room, executive, classroom, and live-event sessions, evaluating alternatives to meet operational requirements.
• Evaluate VTC service readiness, identify systemic issues and trends, determine preventive and corrective actions, and establish technical priorities.
• Assess training facility and classroom technology requirements and resolve complex issues through independent analysis and judgment.
• Design and implement installations and configurations for new or replacement A/V and VTC equipment, including rack layouts, cabling, programming parameters, integration, and technical documentation.
• Evaluate A/V and VTC equipment, firmware, cybersecurity compliance, interoperability, and operational effectiveness; recommend remediation and modernization opportunities.
• Develop user guides, technical standards, best practices, quick-reference materials, and orientation content for executives, staff, and instructors.
• Analyze recurring room and event issues and recommend improvements to equipment, configurations, operational procedures, and service delivery.
• Provide expert technical guidance to customers, project teams, and management about VTC and A/V capabilities, limitations, risks, and operational impacts.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior