VTC Technician

Operations & Incident Management

• Monitor Live Sessions: Actively monitor VTC sessions, hardware, and conferences using the Cisco TMS and 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 System (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

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

Requirements

• Education: Associate degree (AA or AS)
• Certification: DoD 8140 IAT Level II compliance or higher
• Certification: Security+
• 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 Requirements

Clearance: Active TS/SCI

Other Notes

• Some travel may be required: Must have valid driver’s license and transportation.
• This is subject to change at the direction of the customer
• Must have willingness to perform duties not listed in the job description as required by INflow and our customer

Citizenship Requirements

Please note that INflow Federal is a defense contractor. Pursuant to our government contracts, candidates must be US Citizens to be considered for employment

Equal Opportunity Employer

INflow provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Diversity and Inclusion

INflow provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This commitment applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leaves of absence, compensation, and training.