Job DescriptionWhat You Will Be Doing:- Actively monitoring VTC sessions, hardware, and conferences using the Cisco (TMS) & (CMS) to preemptively identify audio/video issues.
- Acting as the first responder for VTC issues. Providing immediate remote support (via VNC Viewer or TMS remote control) and in-person technical assistance when required.
- Leveraging the Service Plus ticketing system to maintain strict accountability of problems and resolutions, identifying trends to recommend system improvements.
- Scheduling and managing local and remote AV/VTC events, including the reservation of physical room space across NCE Campus East and West.
- Resolving scheduling conflicts for NGA conference rooms across multiple networks.
- Scheduling Joint Worldwide Intelligence Communications System (JWICS) VTCs for external agencies using the integrated JWICS scheduling system.
- Assisting customers with recording VTC sessions as needed.
- Performing new hardware installations, implementing software/firmware upgrades, and modifying existing setups across multiple vendor models of collaboration endpoints.
- Collaborating seamlessly with engineering teams to resolve complex or out-of-scope issues.
- Developing and maintaining operational documentation (step-by-step troubleshooting guides) to be utilized by varying levels of support staff.
Required SkillsMust Have:- MUST HAVE a Current and Active Top Secret SCI with Polygraph, as the customer is NOT sponsoring clearances.
- Education - (AA) or (AS).
- DoD 8140 IAT Level II Compliance or higher.
- 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 technical proficiency with devices from manufacturers such as AMX, Extron, Crestron, and planar.
Additional DetailsCompensation & Benefits: This position has an anticipated salary range of $97,750.00 - $132,250.00 per year. Actual compensation will be determined based on factors including experience, qualifications, skills, education, certifications, and business needs. Crimson Phoenix offers a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) with company match, generous paid time off, company-paid life and disability insurance, tuition reimbursement, professional development opportunities, employee recognition programs, and additional wellness and work-life benefits.
U.S. citizenship and the ability to obtain or maintain a security clearance may be required for certain positions.
