VTC Technician

Primary 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

Scheduling & Event Coordination

• 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 Systems (JWICS) VTCs for external agencies using the integrated JWICS scheduling system
• Session Services: Assist customers with recording VTC sessions as needed

Engineering & Installation

• 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

Documentation & Training

• Technical Writing: Develop and maintain operational documentation (step-by-step troubleshooting guides) to be utilized by varying levels of support staff

Qualifications

• AA or AS
• 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, VNC Viewer, Service Plus Ticketing System, and multi-vendor collaboration endpoints. Additional proficiency with devices from manufacturers such as AMX, Extron, Creston, and planar

Additional Information

All your information will be kept confidential according to EEO guidelines.

Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically $100-110k. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Highlights of our benefits include Health/Dental/Vision, 401(k) match, Accrued PTO, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and more!

D2 Technical Services is committed to a merit-based recruitment process and encourages applications from all qualified individuals. As a Veteran-Owned Small Business, we particularly welcome applications from veterans who have the requisite skills and experience.