VTC Technician

About the Role

Video Teleconferencing Operations Center (VTOC) Technicians provide Tier I - Tier III support. The VTC Technician role is 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.

Responsibilities

• Actively monitor VTC sessions, hardware, and conferences using the Cisco TMS and CMS to preemptively identify audio/video issues.
• 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.
• Leverage the Service Plus ticketing system to maintain strict accountability of problems and resolutions, identifying trends to recommend system improvements.
• Schedule and manage local and remote AV/VTC events, including the reservation of physical room space across NCE Campus East and West.
• Resolve scheduling conflicts for NGA conference rooms across multiple networks.
• Schedule Joint Worldwide Intelligence Communications System (JWICS) VTCs for external agencies using the integrated JWICS scheduling system.
• Assist customers with recording VTC sessions as needed.
• Perform new hardware installations, implement software/firmware upgrades, and modify existing setups across multiple vendor models of collaboration endpoints.
• Collaborate seamlessly with engineering teams to resolve complex or out-of-scope issues.
• Develop and maintain operational documentation (step-by-step troubleshooting guides) to be utilized by varying levels of support staff.

Qualifications

• Education: Associate degree (AA or AS)
• Certification: DoD 8140 IAT Level II compliance or higher
• Certification: Security+ Certification
• Experience: 3+ years of progressive experience in A/V operations, IT support, or VTC administration
• Technical Proficiency: Hands-on experience with Tele-presence Management Suite (TMS), CMS, CMM, VNC Viewer, Service Plus Ticketing System, and multi-vendor collaboration endpoints. Additional proficiency with devices from manufacturers such as AMX, Extron, Crestron, and Planar
• Clearance: Active TS/SCI
• Must have valid driver's license and transportation. Some travel may be required (subject to change at customer direction).
• Ability to lift up to 50 lbs
• Must have willingness to perform duties not listed in the job description as required by INflow and our customer
• Citizenship: Must be a U.S. Citizen (due to government contracts)