End User and Systems (AV/VTC) Technician

CACI•Arlington, VA

20h

About The Position

The End User and Systems (AV/VTC) Technician provides audio-video and video-conferencing support to end users across multiple facilities. The role delivers customer-facing remote and in-person assistance for equipment installations and break/fix incidents, including support for unclassified equipment located in some classified spaces. The technician performs quarterly preventive and remedial maintenance on audio-video systems at customer locations nationwide and travels up to 50% of the time. The position manages, configures, installs, tests, and maintains video-conferencing, streaming, collaboration, and integrated audio-video systems. It includes troubleshooting AV equipment and IP networks, supporting in-person and hybrid events, maintaining service records and asset inventories, coordinating vendor and warranty work, and ensuring systems comply with organizational standards and security requirements. The role requires a TS/SCI clearance and the ability to obtain or maintain EOD Suitability Clearance.

Requirements

Top Secret/SCI clearance.
Ability to obtain or maintain EOD Suitability Clearance.
Typically, a university degree (BA/BS) or equivalent experience and at least 6 years of related work experience, or 12 total years of related experience.
Experience supporting Windows 11, Microsoft 365 products, Active Directory, MDM solutions, and AV.
Previous experience using ITSM tools for ticket tracking.
Strong troubleshooting skills in audio signal flow and video-distribution technologies.
Ability to travel up to 50% of the time to support customer locations nationwide.
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 integrated audio-video systems.
Configure and maintain collaboration tools, including Microsoft Teams, Microsoft Town Hall, and Cisco Webex, as well as audio/video streaming software.
Provide recommendations and expertise on 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 manual methods or available network-management tools.
Set up audio/video systems for in-person and hybrid events and provide user training and support.
Document network-fault identification and resolution in customer 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.
Respond to customer issues received by email or phone, or identified through monitoring tools, involving videoconferencing endpoints, infrastructure, integrated AV systems, and networks.
Document incidents, including 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 for VIP and other high-visibility events.
Recommend customer-service and IT-process improvements, including researching and recommending technologies and procedures.
Plan and prioritize work to meet objectives and ticket deadlines; work proactively and independently to identify opportunities for efficiency.
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 AV systems nationwide, including displays, cameras, microphones, speakers, control processors, DSPs, and conferencing equipment.
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.
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% of the time for preventive and remedial maintenance at customer locations in GA, MA, IL, FL, CO, TX, KS, NY, CA, PA, and WA.