Site Support II

SAIC•Arlington, VA

5d•Onsite

About The Position

We are seeking an experienced, detail-oriented, and versatile professional to join our team as a Technical Services Specialist – Level II with a primary focus on Audio Visual (AV) and Video-Teleconferencing (VTC) systems. This elevated position builds on the Level I role by incorporating increased responsibility for AV system design, installation, and optimization, while still encompassing general IT support services. If you are a driven individual with advanced AV skills and thrive in a dynamic, customer-centric environment, this role offers exciting opportunities to grow and contribute to innovative solutions supporting our mission! This opportunity is 100% on site in our Arlington VA location.

Requirements

Associates degree and 1 year of experience OR High School and 2 years of experience.
Must be a U.S. Citizen.
Ability to obtain a TS/SCI clearance with a Poly.
Must be able to lift 30 lbs.
Strong proficiency with VTC platforms (e.g., Cisco Webex, Zoom, Microsoft Teams) and AV control systems (e.g., Crestron, AMX, Extron).
Advanced troubleshooting skills for diagnosing IT, AV, and networking issues in fast-paced, dynamic environments.
Demonstrated ability to independently manage AV/VTC events, including setup, testing, and live support for high-profile meetings.
Exceptional interpersonal and communication skills to collaborate with clients, stakeholders, and team members effectively.
Ability to prioritize tasks and manage multiple assignments in high-pressure situations.
Familiarity with AV industry standards and eagerness to stay current with emerging technologies and best practices.

Nice To Haves

CompTIA certifications
CTS cert by AVIXA

Responsibilities

Local POC for AV system installations, upgrades, and integrations tailored to customer needs.
Assist with AV and VTC event scheduling, setup, system testing, and real-time troubleshooting to ensure flawless execution.
Troubleshoot and implement advanced technical solutions for AV/VTC hardware and software issues to enhance system performance and customer satisfaction.
Work directly with stakeholders to analyze AV requirements, recommend tailored solutions, and provide support for high-profile or escalated events.
Perform proactive maintenance, upgrades, and repairs on AV hardware, including displays, conferencing systems, control panels, and associated peripherals.
Function as the local subject matter expert for advanced AV/VTC issues, leveraging tools such as control systems (AMX, Crestron), conferencing platforms (Cisco Webex, Zoom), and networking components.
Serve as a technical escalation point for diagnosing and resolving advanced IT issues, including computer systems, software applications, networked equipment, and wireless systems.
Lead system imaging, hardware deployment, and asset documentation to ensure compliance with organizational standards.
Take ownership of IT support tickets, ensuring timely resolution and customer satisfaction while adhering to established service-level agreements (SLAs).
Establish and maintain detailed asset management records within a ticketing system.