About the position
Responsible for providing IT 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. Manage and maintain Multimedia Streaming Systems and Video Teleconferencing (VTC) equipment ranging from simple desktop to more complex integrated Audio-Visual 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 set-up for AV meetings or live 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.
Responsibilities
- Provide IT support to end users across multiple support facilities.
- Deliver professional, high quality services directly to the customer.
- Provide both remote and in-person support for new equipment installations and break/fix incidents.
- Manage and maintain Multimedia Streaming Systems and Video Teleconferencing (VTC) equipment.
- Configure and maintain collaboration tools (Microsoft Teams, Microsoft Live Events, CISCO Webex).
- 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.
- Assist with set-up for AV meetings or live events.
- Document and record all details of network faults using help desk ticketing software.
- Provide extensive troubleshooting and testing of video conferencing audiovisual equipment.
- Address and troubleshoot customer issues received via email or phone.
- Document incidents, including opening case, updating with current status and timely closure.
- Test, configure, and troubleshoot IP and ISDN networks.
- Coordinate and schedule equipment and software testing and pre-checks.
- Recommend customer service and IT process support enhancements.
Requirements
- Requires active minimum Secret clearance, Top Secret preferred.
- Ability to obtain/maintain EOD Suitability Clearance.
- Typically has a University Degree (BA/BS) or equivalent experience.
- Minimum 14 years of related work experience.
- Background in supporting WIN 10 OS, O365 products, active directory and MDM solutions.
- Previous experience using ITSM tools for ticket tracking.
Nice-to-haves
- Familiarity with using ServiceNow.
- Experience supporting organization senior staff (e.g. VIPs).
Benefits
- Healthcare
- Wellness programs
- Financial benefits
- Retirement plans
- Family support
- Continuing education
- Time off benefits
