VTC Technician

IT Support Technician

Demonstrated ability to independently set-up, diagnose, troubleshoot and resolve end-user questions in the following IT areas of support: applications and programs; asset inventory and; telecommunications devices.

Troubleshoot and resolve escalated technical issues and helpdesk tickets.

Organize, prioritize, and assist with daily technical support in organizations with different support requirements.

Troubleshoot and solve common network issues and hardware/software issues using component-level physical and logical diagnostic tools.

Ability to identify and work independently on special projects and lead helpdesk projects as assigned.

Train and support lower-level technicians and new team members.

Provide comprehensive maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose and troubleshoot system malfunctions and defects.

Update and maintain SOPs and other documentation for procedures and processes; update assigned trouble tickets and equipment databases.

Work with other technical teams to resolve large scale issues.

Test new hardware and software systems and packages prior to deployment.

Assist with managing the helpdesk ticket queue on a daily basis; creating, routing, and remedying tickets.

Demonstrate strong customer service skills. Flexible work schedule to provide support as necessary.

Must be able to lift up to 50 lbs. /23 Kg.

Utilize knowledge of DoD Risk Management Framework (RMF), including PPS and patching to ensure compliance with cybersecurity protocols and guidelines.

Analyze and evaluate existing VTC systems with minimal oversight, and define problems, data availability, and report requirements and system design issues.

Respond to customer support requests, identify support requirements, and perform end-user training where applicable.

Develop documentation on VTC technology, methodology, policies and procedures, including guides, SOPs, technical analyses, white papers, etc.

Research and evaluate new technologies to expand or enhance the usage and delivery of AV/VTC services.

Respond to technical support requests for campus television, monitors and set-top boxes; identify root cause of equipment malfunction and document issues and resolutions.

Maintain inventory of assigned systems, to include codecs, cameras, and carts, etc.

Demonstrated knowledge of standard video formats and display resolutions, and standard audio routing and configuration in integrated conference room systems. Working knowledge of TCP/IP internetworking and protocols relevant to VTC technology, including H.320, H.323, and SIP communication protocols.

Demonstrated knowledge in video conferencing technology and infrastructure, including conference room and desktop systems, multi-point control units, Gateway, Gatekeeper, and integrated A/V systems over IP and ISDN networks. Sample manufacturers include Crestron, Extron, Cisco, Tandberg, Polycom, Haivision, and Clear One.

Qualifications:

6+ years of relevant experience

Strong experience with Windows-based hardware, operating system, VTC systems, and A/V equipment.

Experience with Cisco Codecs & Hardware

Top Secret clearance required Ability to work independently and collaboratively with diverse teams.

Physical Requirements:

Ability to lift and move equipment up to 50 lbs.

Comfortable working at heights and in confined spaces.

Valid driver's license and ability to travel locally as needed.

Why Join Immersive Concepts:

Be part of an innovative and technical company that places a high value on integrity and excellence.

Work in a collaborative and supportive environment where your skills and contributions are valued.

Competitive salary and benefits package.