**ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED**UDS Video Teleconferencing Operations Center (VTOC) Technician provides Tier 1 - Tier III support. The VTC Technician roles are 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.
Primary Responsibilities:
Operations & Incident Management
- 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- 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!
