Telecommunications Engineering Specialist - Senior

About the role

As a Video Teleconferencing (VTC) and Multimedia Support Specialist at The 23 Group, you will play a critical role in keeping the Defense Commissary Agency (DeCA) connected. You will serve as the primary point of contact for scheduling, operational readiness, and Tier 0/1 support of conference rooms and collaboration spaces at DeCA Headquarters, ensuring meetings run flawlessly from start to finish.

Responsibilities

• Provide dedicated, user‑level support for the setup, operation, and maintenance of VTC, collaboration, and multimedia systems across Agency HQ and above‑store locations.
• Assist personnel with connecting to conference room systems and deliver hands‑on instruction for control interfaces, non‑secure bridging systems, displays, electronic whiteboards, audio equipment, and video cameras.
• Manage conference room scheduling to ensure resource availability and conflict‑free bookings for client meetings.
• Conduct routine checks of conference rooms to verify that all hardware and collaboration tools are fully operational prior to scheduled meetings.
• Act as the first line of defense for audio/visual issues, performing basic troubleshooting, system resets, and swapping out defective components using on‑hand spare equipment (Tier 0/Tier 1).
• Maintain a Kanban board to continuously track the operational status, health, and availability of all conference rooms and multimedia assets.
• Document complex hardware failures or wiring issues that exceed Tier 1 scope, create detailed trouble tickets, and track issues through to resolution.
• Regularly brief program management and client stakeholders on the status of downed equipment, ongoing repair efforts, and overall conference room readiness.
• Assist with Microsoft Office 365 license management, including provisioning and revocation of individually assigned licenses.

Requirements

• Exceptional customer service/support, with the ability to handle VIP client interactions under pressure.
• Excellent oral and written communication skills.
• Basic understanding of multimedia equipment components such as 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 the 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 plus two (2) years of experience in IT customer support, A/V, VTC, or multimedia.
  • Associate’s degree in an IT‑aligned field (Cyber Security, Information Technology, Computer Science, Information Systems, Management Information Systems, or Computer Engineering) plus one (1) year of relevant experience.
  • Bachelor’s degree in an IT‑aligned field (Cyber Security, Information Technology, Computer Science, Information Systems, Management Information Systems, or Computer Engineering) plus one (1) year of relevant experience.
• DoD 8140 Foundational Certification (must possess ONE of the following): Security+, CND, GFACT, or GSEC.
• Security Clearance: Minimum Secret.