VTC Technician
About The Position
UDS Video Teleconferencing Operations Center (VTOC) Technician provides Tier I - Tier III support. The VTC Technician roles are critical in ensuring seamless, secure, and reliable enterprise communication. Operating within the VTOC, this position is responsible for the end-to-end lifecycle of video teleconferencing operations, from initial scheduling and endpoint installation to live session monitoring and advanced troubleshooting. The ideal candidate will be highly responsive, capable of managing complex escalations with engineering teams, and proficient in maintaining accountability through the Service Plus ticketing system to drive continuous system improvement.
Requirements
- Top Secret/SCI clearance must currently be possessed.
- Top Secret SCI + Polygraph clearance must be obtainable.
- 3 + years of related experience
- Audiovisual Systems
- Hardware Installations
- Video Teleconferencing Systems
- US Citizenship Required
Nice To Haves
- AA or AS degree
- DoD 8140 IAT Level II Compliance or higher
- Security+ Certification
- 3+ years of progressive experience in A/V operations, IT support, or VTC administration.
- Hands-on experience with Tele-presence Management Suite (TMS), CMS, CMM, VNC Viewer, Service Plus Ticketing System, and multi-vendor collaboration endpoints.
- Additional technical proficiency with devices from manufacturers such as AMX, Extron, Crestron, and planar.
Responsibilities
- Monitor live sessions: Actively monitor VTC sessions, hardware, and conferences using the Cisco (TMS) & (CMS) to preemptively identify audio/video issues.
- Tier I-III Support: Act as the first responder for VTC issues. Provide immediate remote support (via VNC Viewer or TMS remote control) and in-person technical assistance when required.
- Ticketing & Trending: Leverage the Service Plus ticketing system to maintain strict accountability of problems and resolutions, identifying trends to recommend system improvements.
- Event Management: Schedule and manage local and remote AV/VTC events, including the reservation of physical room space across NCE Campus East and West.
- Network Coordination: Resolve scheduling conflicts for NGA conference rooms across multiple networks.
- Secure Comms: Schedule Joint Worldwide Intelligence Communications System (JWICS) VTCs for external agencies using the integrated JWICS scheduling system.
- Session Services: Assist customers with recording VTC sessions as needed.
- Lifecycle Management: Perform new hardware installations, implement software/firmware upgrades, and modify existing setups across multiple vendor models of collaboration endpoints.
- Escalation: Collaborate seamlessly with engineering teams to resolve complex or out-of-scope issues.
- Technical Writing: Develop and maintain operational documentation (step-by-step troubleshooting guides) to be utilized by varying levels of support staff.
Benefits
- Medical plan options
- Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
- Full flex work weeks where possible
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- Short and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
