VTC Collaboration Support Technician

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Full Time Clerical Alexandria, VA, Alexandria, VA, US

This is an ONSITE position located in Alexandria, VA.

National Capitol Contracting (NCC) is seeking an energetic VTC Collaboration Support Technician to join our team. This role is responsible for supporting the United States Patent and Trademark Office (USPTO) Patent Trial and Appeal Board (PTAB) and Trademark Trial and Appeal Board (TTAB). This may include engineering, scheduling, testing, configuring, coordinating, and supporting all hearing connections across regional hearing rooms, remote participants, counsel, judges, and external locations to ensure reliable, secure, and seamless hearing operations.

The ideal candidate possesses strong collaboration technology experience, excellent troubleshooting skills, and a solid understanding of Cisco collaboration platforms, live event support, audiovisual systems, and customer service in a mission-critical environment.

• Serve as the primary technical support resource for PTAB and TTAB hearings and events by engineering and coordinating all video conferencing connections between hearing rooms, regional offices, remote participants, Counsel, and Judges.
• Schedule, configure, and coordinate all hearing connections for in-person, hybrid, and virtual hearings utilizing Cisco collaboration technologies and supporting applications.
• Perform daily operational testing and verification of all local and regional hearing room codecs, audiovisual equipment, microphones, cameras, control panels, Cisco endpoints, and associated collaboration systems to ensure operational readiness.
• Conduct pre-hearing connectivity testing with remote Judges, Counsel, regional offices, and external participants to verify audio, video, presentation sharing, and network connectivity prior to scheduled hearings.
• Coordinate hearing logistics by distributing connection information, supporting Cisco Web Ex Phone  Services, streaming services, hearing recordings, and remote participant access.
• Configure, monitor, and troubleshoot Cisco collaboration systems including Web Ex Cloud , Cisco Control Hub, Cisco Web Ex Phone  Services, hearing room codecs, Cisco Touch 10 devices, Crestron control systems, and related audiovisual equipment.
• Provide live operational support throughout hearings by monitoring connection quality, resolving technical issues, coordinating with Counsel and Judges, and ensuring uninterrupted hearing operations.
• Support public live streaming and recording services utilizing VBrick
  
  Streaming Services and other approved collaboration technologies.
• Collaborate with Hearings staff, Audio Visual personnel, Unified Communications teams, network engineers, and outside technical contacts to resolve connectivity, network, and equipment issues before and during hearings.
• Perform Tier 1 troubleshooting for audiovisual, collaboration, codec, streaming, and network-related issues; document incidents, collect diagnostic logs, and elevate issues requiring higher-level technical support.
• Maintain hearing readiness by documenting operational issues, participating in post-hearing evaluations, recommending process improvements, and assisting with implementation of best practices.
• Provide exceptional customer service to Judges, Staff, Counsel, and external participants by serving as the primary technical point of contact throughout the hearing process.
• Remain current with emerging collaboration technologies, webcast solutions, and audiovisual best practices to continually improve hearing operations.
• Operate as an essential T-Shaped resource for the Collaboration Services Division
• Ability to obtain and maintain a Public Trust clearance (must be able to pass a criminal background and credit check).
• Experience coordinating and supporting complex video conferencing environments, hearings, meetings, hybrid events, or live productions.
• Experience scheduling hearings or similar legal or judicial proceedings and coordinating technical connection information for multiple participants.
• Knowledge of Crestron control systems, audio visual equipment, microphones, presentation systems, and conference room technologies.
• Technical aptitude with audio visual equipment, event technology, webcast operations, and troubleshooting technical issues during events.
• Experience supporting live streaming…