VTC Tech

Job Overview

VTC Technician – Full‑time position located in Los Alamos, NM. The role requires a DOE Q or Top Secret clearance and U.S. citizenship. The technician provides Video Conferencing support for NNSA customers worldwide, including self‑help portals, remote service desk resolution, and in‑field customer engagement.

• Install, repair, and troubleshoot video display equipment such as cameras, microphones, audio and video components.
• Develop and document standard operating procedures for accessing and using video display systems.
• Maintain and improve customer services by evaluating service delivery procedures.
• Promote a positive and respectful workplace and collaborate with team members.
• Handle customer escalations and act as a liaison with government/client officials.
• Possess current working knowledge of VTC/AV components, equipment, and collaboration software (MS Teams).
• Support Video Conferencing services for NNSA End‑Users, including planning, assessment, implementation, training, and ongoing management.
• Configure, operate, and troubleshoot all audio/video equipment used during VTCs and MS Teams meetings.
• Collaborate with clients to determine AV needs before events.
• Provide technical assistance to users of VTC equipment and train them on proper use of hardware and software.
• Monitor the ticket queue, create and assign tickets, ensure timely resolution, and manage ticket documentation.
• Document solutions, including problem details, resolution steps, user information, and completion time.
• Prepare accurate documentation to support and maintain a knowledge base of VTC processes, guidelines, compliance issues, and reference guides.
• Document, maintain, and store information such as as‑built diagrams, SOPs, and job aids.
• Identify opportunities to improve customer satisfaction.

• Associate’s Degree (substitutions based on additional experience).
• 8+ years of related experience.
• Expertise in Video Teleconferencing services, end‑user support, and troubleshooting/problem solving.
• Security clearance: DOE Q or Top Secret.
• Strong written and oral communication, leadership, strategic planning, organization, and problem‑solving skills.
• U.S. citizenship required.
• Location:
  
  Los Alamos, NM.

• 401(k) with company match.
• Comprehensive health and wellness packages.
• Paid vacation, paid holidays, paid parental, military, bereavement, and jury duty leave.
• Short and long‑term disability, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.

The likely salary range for this position is $73,965 – $97,750.

• Weekly hours: 40.
• Travel required:
  
  10‑25%.
• Telecommuting:
  Onsite work.
• Location:
  
  USA, NM, Los Alamos.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans