End User and Systems (AV/VTC) Technician

CACI International•Pensacola, FL

2d•$66,400 - $139,600

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 for equipment installations and break/fix incidents. The technician supports unclassified equipment, some of which is located in classified spaces, and is responsible for maintaining AV/VTC systems, collaboration tools, end-user hardware, and related networks. The position is full-time and requires a Top Secret/SCI clearance.

Requirements

Top Secret/SCI clearance.
Ability to obtain and maintain EOD Suitability Clearance.
Typically, a university degree (BA/BS) plus 10 years of related experience, or a minimum of 16 years of related work experience.
Background supporting Windows 11 and Microsoft Office 365 products, with experience in 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 conduct research into PC and software issues and products as required.
Experience with Active Directory and Intune.
Ability to transport and set up AV equipment as needed.

Nice To Haves

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

Responsibilities

Manage and maintain multimedia streaming systems and video conferencing (VTC) equipment, from desktop systems to integrated audio-video 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, using available network management tools when applicable.
Set up audio/video for in-person and hybrid events, including user training and support.
Document network fault identification and resolution in help desk ticketing software, and track incidents 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, phone, and monitoring tools involving videoconferencing endpoints, infrastructure, integrated AV systems, and networks.
Document incidents by opening cases, updating their status, and closing them in a timely manner.
Test, configure, and troubleshoot IP networks supporting videoconferencing and AV equipment.
Coordinate and schedule equipment and software testing and pre-checks before VIP and high-visibility events.
Recommend customer-service and IT-process improvements, researching and proposing technologies and procedures.
Plan and prioritize workload to complete objectives and tickets on time, while working independently and identifying opportunities for efficiency.
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 the proper operation of Microsoft Teams Rooms, collaboration platforms, and network-connected AV devices.
Coordinate warranty repairs, vendor support activities, 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 onsite installations by reviewing site requirements and obtaining software and relevant documentation before visiting customer sites.
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.
Transport and set up AV equipment as needed.