VTC Technician

Abile Group, Inc.•St. Louis, MO

3d•Onsite

About The Position

Abile Group has an exciting and challenging opportunity for a VTC Technician on a 10 year contract providing User Facing and Data Center Services supporting an Intelligence Community customer. All the personnel on the team will work together to support innovative design, engineering, procurement, implementation, operations, sustainment and disposal of user facing and data center information technology (IT) services on multiple networks and security domains, at multiple locations worldwide, to support the IC mission. The right candidate will possess the below skills and qualifications and be ready to handle all responsibilities independently and professionally.

Requirements

Clearance Required: TS/SCI with ability to obtain a CI Poly.
Bachelor's plus 6+ years of experience.
3+ years of progressive experience in A/V operations, IT support, or VTC administration.
DoD 8140 IAT Level II Compliance or higher.
Security+ Certification.
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

Monitors live sessions: Actively monitors VTC sessions, hardware, and conferences using the Cisco (TMS) & (CMS) to preemptively identify audio/video issues.
Tier I-III Support: Acts as the first responder for VTC issues. Provides immediate remote support (via VNC Viewer or TMS remote control) and in-person technical assistance when required.
Ticketing & Trending: Leverages the Service Plus ticketing system to maintain strict accountability of problems and resolutions, identifying trends to recommend system improvements.
Event Management: Schedules and manages local and remote AV/VTC events, including the reservation of physical room space across NCE Campus East and West.
Network Coordination: Resolves scheduling conflicts for NGA conference rooms across multiple networks.
Secure Comms: Schedules Joint Worldwide Intelligence Communications System (JWICS) VTCs for external agencies using the integrated JWICS scheduling system.
Session Services: Assists customers with recording VTC sessions as needed.
Lifecycle Management: Performs new hardware installations, implements software/firmware upgrades, and modifies existing setups across multiple vendor models of collaboration endpoints.
Escalation: Collaborates seamlessly with engineering teams to resolve complex or out-of-scope issues.
Technical Writing: Develops and maintains operational documentation (step-by-step troubleshooting guides) to be utilized by varying levels of support staff.