End User and Systems (AV/VTC) Technician

CACI•Pensacola, FL

About The Position

The End User and Systems (AV/VTC) Technician provides audio-video, video conferencing, and end-user device support across multiple support facilities. The role delivers professional, high-quality customer service through remote and in-person support, including equipment installations and break/fix work. The technician supports unclassified equipment, some of which is located in classified spaces, and ensures AV systems meet organizational standards, security requirements, and configuration baselines. The position manages multimedia streaming and video conferencing systems, collaboration tools, AV equipment, and network-connected devices. It includes troubleshooting and documenting incidents, preparing for and supporting events, maintaining equipment and service records, coordinating repairs and testing, and providing technical guidance and training to users.

Requirements

Top Secret/SCI clearance required.
Ability to obtain and maintain EOD Suitability Clearance.
Typically a university degree (BA/BS) and 10 years of related experience, or a minimum of 16 years of related work experience.
Background supporting Windows 11, O365 products, systems analysis, network or software design/administration, requirements analysis, or systems/applications software development.
Previous experience using ITSM tools for ticket tracking.
Strong troubleshooting skills in audio signal flow and video distribution technologies.
Ability to transport and set up AV equipment as needed.
Ability to research PC and software issues and products.
Experience with Active Directory and Intune.

Nice To Haves

Familiarity with ServiceNow.
Experience supporting senior organizational staff, such as VIPs.
ITIL v4 Foundations certification.
HDI Desktop Support Technician certification.

Responsibilities

Manage and maintain multimedia streaming systems and video conferencing equipment, from desktop devices to integrated AV systems.
Configure and maintain collaboration tools such as Microsoft Teams, Microsoft Town Hall, and Cisco Webex, as well as audio/video streaming software.
Recommend collaboration tools and video streaming software.
Design and implement hardware and software configurations for video teleconferencing and telecommunications/multimedia equipment.
Identify, isolate, and classify network faults, manually or with network management tools.
Set up AV for in-person and hybrid events and provide user training and support.
Document network fault identification and resolution in help desk ticketing software and track issues through completion.
Troubleshoot and test video conferencing and audiovisual equipment, including multimedia, projection systems, displays, cameras, microphones, integrated AV systems, and streaming technologies.
Address customer issues received by email or phone, or identified through monitoring tools, involving videoconferencing endpoints, infrastructure, integrated AV systems, and networks.
Document incidents by opening cases, updating their status, and closing them promptly.
Test, configure, and troubleshoot IP networks supporting videoconferencing and AV equipment.
Coordinate and schedule equipment and software testing and pre-checks ahead of VIP and high-visibility events.
Recommend customer service and IT process improvements, researching and recommending technologies and procedures.
Plan and prioritize work to meet objectives and complete tickets on time, while working proactively and independently.
Install, configure, and maintain AV equipment, including displays, digital signage, microphones, speakers, DSPs, cameras, and control systems.
Maintain accurate maintenance records, asset inventories, and service documentation.
Verify operation of Microsoft Teams Rooms, collaboration platforms, and network-connected AV devices.
Coordinate warranty repairs, vendor support, and replacement of end-of-life equipment.
Ensure AV systems comply with organizational standards, security requirements, and configuration baselines.
Provide basic system administration training to technical users.
Prepare for on-site installations by reviewing site requirements and obtaining software and relevant documentation before customer visits.
Provide technical support for end-user hardware and peripherals, software, audiovisual display systems, and wireless technologies.
Stage installations and upgrades in a lab environment before site visits when necessary.