End User and Systems (AV/VTC) Technician

CACI•Arlington, VA

About The Position

Provides audio-video and video conferencing support to end users across multiple support facilities. The technician delivers professional, high-quality remote and in-person assistance for equipment installations and break/fix incidents, supporting unclassified equipment, some of which is located in classified spaces. The role includes quarterly preventive and remedial maintenance of audiovisual systems across multiple regions nationwide and requires travel up to 50% of the time. The position manages and maintains multimedia streaming systems and VTC equipment, from desktop devices to complex integrated AV systems. It also configures collaboration platforms and streaming software, supports events, troubleshoots equipment and networks, documents service incidents, and maintains AV assets and service records. The technician ensures systems follow organizational standards, security requirements, and configuration baselines, and coordinates warranty repairs, vendor support, and equipment replacement.

Requirements

Top Secret/SCI clearance.
Ability to obtain and maintain EOD Suitability Clearance.
Typically, a university degree (BA/BS) and at least 6 years of related work experience, or 16 total years of relevant work experience.
Experience supporting Windows 11, Microsoft Office 365 products, Active Directory, MDM solutions, and AV.
Previous experience using ITSM tools for ticket tracking.
Strong troubleshooting skills for audio signal flow and video distribution technologies.
Ability to travel up to 50% of the time to nationwide customer locations in multiple regions.
Ability to transport and set up AV equipment as needed.

Nice To Haves

Familiarity with ServiceNow.
Experience supporting senior organizational staff, such as VIPs.

Responsibilities

Manage and maintain multimedia streaming systems and video conferencing equipment, from desktop systems to complex integrated audiovisual systems.
Configure and maintain Microsoft Teams, Microsoft Town Hall, Cisco Webex, and audio-video streaming software.
Recommend collaboration tools and video streaming software.
Design and implement hardware and software configurations for video teleconferencing, telecommunications, and multimedia equipment.
Identify, isolate, and classify network faults manually or using network management tools.
Set up audio-video equipment for in-person and hybrid events and provide user training and support.
Document network faults in help desk ticketing software, recording identification and resolution details and tracking cases to completion.
Troubleshoot and test 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 in a timely manner.
Test, configure, and troubleshoot IP networks supporting videoconferencing and audiovisual equipment.
Coordinate and schedule equipment and software tests and pre-checks for VIP and high-visibility events.
Recommend customer service and IT process improvements, researching and recommending technologies and procedures.
Work independently, identify opportunities, and develop ideas to improve efficiency.
Plan and prioritize work to meet objectives and ticket deadlines.
Install, configure, and maintain AV equipment, including displays, digital signage, microphones, speakers, DSPs, cameras, and control systems.
Perform quarterly scheduled preventive and remedial maintenance on audiovisual systems nationwide, including displays, cameras, microphones, speakers, control processors, DSPs, and conferencing equipment.
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.
Develop and follow preventive maintenance schedules for conference rooms, training facilities, command centers, and event spaces.
Ensure AV systems comply with organizational standards, security requirements, and configuration baselines.
Travel up to 50% to support preventive and remedial maintenance at customer locations in multiple regions.