Telecommunications Engineering Specialist - Journeyman

About the role

As a Video Teleconferencing (VTC) and Multimedia Support Specialist at The One 23 Group, you will play a critical role in keeping the Defense Commissary Agency (DeCA) connected. In this position, you will serve as the primary point of contact for the scheduling, operational readiness, and Tier 0/1 support of conference rooms and collaboration spaces at DeCA Headquarters. You will be the friendly, reliable face of technology, ensuring meetings run flawlessly from start to finish. This role relies on your proactive organization, basic troubleshooting skills, and strong customer service to keep vital, daily communications moving smoothly within the agency headquarters.

Responsibilities

• VTC & Multimedia Operations: Provide dedicated, user-level support for the setup, operation, and maintenance of video teleconferencing (VTC), collaboration, and multimedia systems across Agency HQ and above-store locations.
• User Instruction & Support: Assist personnel with connecting to conference room systems and provide hands-on instruction for using control interfaces, non-secure bridging systems, displays, electronic whiteboards, audio equipment, and video cameras.
• Meeting Coordination: Manage conference room scheduling, ensuring resource availability and conflict-free bookings for client meetings.
• Proactive Validation: Conduct routine checks of conference rooms to ensure that all hardware and collaboration tools are fully operational prior to scheduled meetings.
• Tier 0 / Tier 1 Troubleshooting: Act as the first line of defense for audio/visual issues. Perform basic troubleshooting, execute system resets, and swap out defective components using on-hand spare equipment.
• Asset & Status Tracking: Maintain a Kanban board to continuously track the operational status, health, and availability of all conference rooms and multimedia assets.
• Issue Reporting & Escalation: Document complex hardware failures or wiring issues that fall outside the scope of Tier 1 repair. Create detailed trouble tickets and track issues through to resolution.
• Client Communication: Regularly brief program management and client stakeholders on the status of downed equipment, ongoing repair efforts, and general conference room readiness.
• Secondary Responsibilities: Assist with Microsoft Office 365 license management to include provisioning and revocation of individually assigned licenses.

Requirements

• Exceptional Customer Service/Support: Must be able to handle VIP client interactions under pressure.
• Excellent oral and written communication skills.
• Basic understanding of multimedia equipment components, including projection systems, digital displays, audio mixers, and control interfaces.
• Experience navigating and troubleshooting platforms like Microsoft Teams, Webex, and other modern virtual meeting environments.
• Familiarity with basic hardware troubleshooting, including cable tracing (HDMI, Ethernet, USB), power cycling, and simple equipment swap-outs.
• Proficiency with Windows 11 and Microsoft Office 365 Suite.
• Experience with ticketing systems (e.g., BMC Remedy, ServiceNow, SolarWinds, Ivanti).

Qualifications

Education & Experience (Must meet ONE of the following):

• High School Diploma / GED + two (2) years of experience in an IT customer support, A/V, VTC, or multimedia role.
• Associate’s degree (must be IT aligned: Cyber Security, Information Technology, Computer Science, Information Systems, Management Information Systems, or Computer Engineering) + one (1) year of experience in an IT customer support, A/V, VTC, or multimedia role.
• Bachelor’s degree (must be aligned: Cyber Security, Information Technology, Computer Science, Information Systems, Management Information Systems, or Computer Engineering) + one (1) year of experience in an IT customer support, A/V, VTC, or multimedia role.

DoD 8140 Foundational Certification (Must possess ONE of the following):

• Security+
• CND
• GFACT
• GSEC

Security Clearance: Minimum Secret Clearance required.