AV/VTC SUPPORT SME (NCCA)

Empower AI Inc. • Fort Jackson, LA

7d • $100,410 - $155,410 • 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 determines causes and resolutions for A/V and VTC faults; configures sessions and events across NIPRNet, SIPRNet, and JWICS enclaves; evaluates service readiness; designs and implements installations; develops user guidance; and provides expert recommendations on system performance, readiness, standards, and service improvements. The position requires discretion and independent judgment on technically significant matters.

This is an onsite role at Fort Jackson, South Carolina (NCCA), with up to 15% travel. The employee may need to support early-morning, evening, and occasional weekend events and maintenance windows. Candidates must be U.S. citizens and have an active Top Secret clearance, favorably adjudicated T5/T5R, before starting. They must be willing and able to obtain TS/SCI eligibility after starting if required by mission needs, and must be within investigation scope and/or enrolled in Continuous Evaluation or Continuous Vetting. A current DoD 8570/8140 IAT Level I baseline certification is required before performing cybersecurity-related duties.

Requirements

• Bachelor's degree and at least 7 years of related experience; an additional 4 years of related experience may substitute for the degree.
• Ability to work independently, analyze complex technical problems, evaluate alternatives, determine an appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• U.S. citizenship.
• Active Top Secret clearance, favorably adjudicated T5/T5R, required before starting; this is a Privileged User position.
• 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 required before performing cybersecurity-related duties; examples include CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP.
• At least 3 years of experience supporting enterprise A/V and VTC systems in conference room, classroom, or event environments.
• Hands-on experience with Cisco and/or Poly VTC endpoints and infrastructure, such as CUCM, Expressway, TMS, and Webex/Zoom for Government room systems, as well as displays, projectors, cameras, microphones, audio DSP, and control systems such as Crestron, Extron, or AMX.
• Understanding of IP networking as applied 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, Cisco CCNA/CCNP Collaboration, Crestron or Extron certification, or CompTIA Network+/Security+ CE.
• 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.
• 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 faults, identify root causes, and determine resolutions, including repairs, reconfiguration, programming changes, risk mitigation, and escalation.
• Determine technical configurations for conference room, executive, classroom, and live-event sessions, evaluating approaches against 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, determine solutions, and independently resolve complex issues.
• 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 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, 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