End User and Systems (AV/VTC) Technician

CACI • Arlington, VA

6d

About The Position

The Opportunity: Responsible for providing Audio Video/Video Conferencing support to end users across multiple support facilities. The candidate is responsible for delivering professional, high-quality services directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. This candidate will support unclassified equipment, some of which is in classified space.

Requirements

• Top Secret required
• Ability to obtain/maintain EOD Suitability Clearance
• Typically has a University Degree (BA/BS) and 10 years of experience or Masters and 7 years experience or 16 total years of experience.
• Background in supporting WIN 11 OS, O365 products, active directory and MDM solutions, AV
• Previous experience using ITSM tools for ticket tracking

Nice To Haves

• Familiarity with using ServiceNow
• Experience supporting organization senior staff (e.g. VIPs)

Responsibilities

• Manage and maintain Multimedia Streaming Systems and Video Conferencing (VTC) equipment ranging from simple desktop to more complex integrated Audio-Video systems.
• Configure and maintain collaboration tools (Microsoft Teams, Microsoft Live Events, CISCO Webex) and audio/video streaming software.
• Provide recommendations and expertise on collaboration tools and video streaming software.
• Design and implement new hardware and software configurations for video teleconferencing and telecommunications/multimedia equipment
• Identify, isolate and classify network faults identified either manually or via available network management tools.
• Assist with setting up Audio/Video for in person and/or hybrid events to include providing user training and support
• Responsible for documenting and recording all details of the identification and resolution of any network faults on the customer networks using the help desk ticketing software and tracking to completion.
• Provide extensive troubleshooting and testing of video conferencing audiovisual equipment (multimedia, audiovisual, projection systems, displays, cameras, microphones, integrated A/V systems, streaming technologies, etc.)
• Address and troubleshoot customer issues received via email or phone, as well as through monitoring tools, for videoconferencing endpoints, infrastructure, integrated A/V systems, and networks.
• Document incidents, including opening case, updating with current status and timely closure.
• Test, configuration, and troubleshooting of IP and ISDN networks in support of videoconferencing and A/V equipment
• Coordinate and schedule equipment and software testing and pre-checks in advance of VIP and high visibility events
• Recommends customer service and IT process support enhancements, researching and recommending new technologies and procedures
• Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.

Benefits

• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
• We offer competitive compensation, benefits and learning and development opportunities.
• Our broad and competitive mix of benefits options is designed to support and protect employees and their families.
• At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

What This Job Offers

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