VTC Technician

Immersive Concepts LLC•Beltsville, MD

4d•$40 - $55•Onsite

About The Position

The VTC Technician will provide comprehensive maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services. This role involves identifying, diagnosing, and troubleshooting system malfunctions and defects. The technician will also be responsible for updating and maintaining SOPs and other documentation, managing the helpdesk ticket queue, and testing new hardware and software systems prior to deployment. Additionally, the role requires working with other technical teams to resolve large-scale issues and providing end-user support and training. A key aspect of this position is utilizing knowledge of DoD Risk Management Framework (RMF), including PPS and patching, to ensure compliance with cybersecurity protocols and guidelines. The technician will analyze and evaluate existing VTC systems with minimal oversight, define problems, and report requirements and system design issues. They will also research and evaluate new technologies to expand or enhance AV/VTC services and respond to technical support requests for campus television, monitors, and set-top boxes. Maintaining an inventory of assigned systems, including codecs, cameras, and carts, is also a responsibility. The role requires demonstrated knowledge of standard video formats, display resolutions, audio routing, and configuration in integrated conference room systems, as well as working knowledge of TCP/IP internetworking and relevant VTC protocols (H.320, H.323, SIP). Experience with specific manufacturers like Crestron, Extron, Cisco, Tandberg, Polycom, Haivision, and Clear One is expected. The technician will also review common food service areas for maintenance needs.

Requirements

6+ years of relevant experience
Strong experience with Windows-based hardware, operating system, VTC systems, and A/V equipment.
Experience with Cisco Codecs & Hardware
Top Secret clearance required
Ability to work independently and collaboratively with diverse teams.
Demonstrated ability to independently set-up, diagnose, troubleshoot and resolve end-user questions in the following IT areas of support: applications and programs; asset inventory and; telecommunications devices.
Troubleshoot and resolve escalated technical issues and helpdesk tickets.
Organize, prioritize, and assist with daily technical support in organizations with different support requirements.
Troubleshoot and solve common network issues and hardware/software issues using component-level physical and logical diagnostic tools.
Ability to identify and work independently on special projects and lead helpdesk projects as assigned.
Train and support lower-level technicians and new team members.
Provide comprehensive maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose and troubleshoot system malfunctions and defects.
Update and maintain SOPs and other documentation for procedures and processes; update assigned trouble tickets and equipment databases.
Work with other technical teams to resolve large scale issues.
Test new hardware and software systems and packages prior to deployment.
Assist with managing the helpdesk ticket queue on a daily basis; creating, routing, and remedying tickets.
Demonstrate strong customer service skills.
Provide comprehensive end-user support and routine maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose and troubleshoot system malfunctions and defects.
Utilize knowledge of DoD Risk Management Framework (RMF), including PPS and patching to ensure compliance with cybersecurity protocols and guidelines.
Analyze and evaluate existing VTC systems with minimal oversight, and define problems, data availability, and report requirements and system design issues.
Respond to customer support requests, identify support requirements, and perform end-user training where applicable.
Develop documentation on VTC technology, methodology, policies and procedures, including guides, SOPs, technical analyses, white papers, etc.
Research and evaluate new technologies to expand or enhance the usage and delivery of AV/VTC services.
Respond to technical support requests for campus television, monitors and set-top boxes; identify root cause of equipment malfunction and document issues and resolutions.
Maintain inventory of assigned systems, to include codecs, cameras, and carts, etc.
Demonstrated knowledge of standard video formats and display resolutions, and standard audio routing and configuration in integrated conference room systems.
Working knowledge of TCP/IP internetworking and protocols relevant to VTC technology, including H.320, H.323, and SIP communication protocols.
Demonstrated knowledge in video conferencing technology and infrastructure, including conference room and desktop systems, multi-point control units, Gateway, Gatekeeper, and integrated A/V systems over IP and ISDN networks.
Ability to lift and move equipment up to 50 lbs.
Comfortable working at heights and in confined spaces.
Valid driver’s license and ability to travel locally as needed.

Nice To Haves

Sample manufacturers include Crestron, Extron, Cisco, Tandberg, Polycom, Haivision, and Clear One.

Responsibilities

Independently set-up, diagnose, troubleshoot and resolve end-user questions in the following IT areas of support: applications and programs; asset inventory and; telecommunications devices.
Troubleshoot and resolve escalated technical issues and helpdesk tickets.
Organize, prioritize, and assist with daily technical support in organizations with different support requirements.
Troubleshoot and solve common network issues and hardware/software issues using component-level physical and logical diagnostic tools.
Identify and work independently on special projects and lead helpdesk projects as assigned.
Train and support lower-level technicians and new team members.
Provide comprehensive maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose and troubleshoot system malfunctions and defects.
Update and maintain SOPs and other documentation for procedures and processes; update assigned trouble tickets and equipment databases.
Work with other technical teams to resolve large scale issues.
Test new hardware and software systems and packages prior to deployment.
Assist with managing the helpdesk ticket queue on a daily basis; creating, routing, and remedying tickets.
Provide comprehensive end-user support and routine maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose and troubleshoot system malfunctions and defects.
Utilize knowledge of DoD Risk Management Framework (RMF), including PPS and patching to ensure compliance with cybersecurity protocols and guidelines.
Analyze and evaluate existing VTC systems with minimal oversight, and define problems, data availability, and report requirements and system design issues.
Respond to customer support requests, identify support requirements, and perform end-user training where applicable.
Develop documentation on VTC technology, methodology, policies and procedures, including guides, SOPs, technical analyses, white papers, etc.
Research and evaluate new technologies to expand or enhance the usage and delivery of AV/VTC services.
Respond to technical support requests for campus television, monitors and set-top boxes; identify root cause of equipment malfunction and document issues and resolutions.
Maintain inventory of assigned systems, to include codecs, cameras, and carts, etc.
Reviewing common food service areas (e.g., Galleys, kitchenettes, cafeteria) for maintenance needs.