AV​/VTC On-Site System Support Technician Jobs

AV/VTC On-Site Support Technician

The AV/VTC On-Site Support Technicians (hiring 2 FTEs) will be responsible for providing comprehensive end-user support, operations and routine maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose, and troubleshoot system malfunctions and defects.

Primary

Job Duties:

• Daily Operations & User Support
• Manage the day-to-day operations & maintenance of all VTC and conference room systems.
• Provide dedicated VTC/AV support and technical assistance for all users, with priority for General Officers and the Director of Staff.
• Operate all VTC and AV equipment for events, including secure and non-secure sessions.
• Track, document and report system issues and outages through the Help Desk ticketing system.
• System Maintenance & Troubleshooting
• Monitor system performance, troubleshoot hardware and software issues, and perform monthly checklist inspections to ensure operational readiness.
• Conduct quarterly preventative maintenance with full system diagnostics and provide detailed reports.
• Install some AV hardware, manage equipment replacements under warranty, and maintain the Data Video Walls.
• Infrastructure & Administration
• Maintain the core VTC infrastructure (e.g., Cisco CMS, CMM, TMS, Expressway) and perform bi-annual and emergency backups.
• Maintain the VTC Account Database, provide daily updates to the VTC tracker, and report on utilization trends.
• Adhere to and recommend updates for local Standard Operating Procedures (SOPs).
• Maintain optimal configuration settings for all participants in accordance with industry standards.
• Provide help desk support during all core hours.
• Engineering & Development
• Conduct site surveys to document configurations and assess user needs.
• Assist the System Engineering team with developing technical solutions, creating network diagrams, and recommending new capabilities.
• Leadership & Other Duties
• Senior technicians may provide guidance and work leadership to less experienced technicians.
• This list is not all-inclusive; other duties may be assigned by management to meet the AV/VTC needs of the Commander.
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary to support the AV/VTC needs of the Commander.

REQUIREMENTS

In addition to all of the above, the ideal candidate must also have the following:

• A current US Secret clearance.
• Bachelor's Degree in a related discipline or 8 years of specialized experience; or the equivalent combination of education, technical certifications or training, or work experience.
• Experience with and working knowledge of AF COMSEC procedures.
• Demonstrated experience with TEMPEST/EMSEC principals and countermeasures.
• Demonstrated experience in operation and configuration of audiovisual and telepresence systems within Department of Defense.
• Professional appearance.
• Excellent customer presence as well as verbal and written communication skills.
• Experience working with senior executive level clientele.
• Crestron AMX, Poly, and Cisco product experience.
• Excellent problem-solving skills to troubleshoot complex VTC problems.
• Outstanding communication skills (verbal (including telephone) and written).
• Knowledge of Microsoft Office software products (Outlook, Word, Excel, PowerPoint, SharePoint, and Teams).
• Comprehensive knowledge of the principles, methods, and techniques used in VTC and troubleshooting and support.
• Comprehensive knowledge of related hardware and software.
• Ability to use independent judgment when there are no policies or procedures in place.
• Ability to apply common sense understanding and deal with problems involving multiple variables in a variety of situations.
• Provide immediate customer support for any technical difficulties with VTC units in conference rooms and offices.
• Assistance with soft applications (e.g., Vidyo Application, Web-RTC, or equivalents).
• Train all General Officers (GOs), Directors, and leadership on the use of desktop VTC units.
• Manage the VTC Scheduling Portal.
• Provide system/end-user training and associated training documentation.
• Provide VTC system training to Tier 1 personnel, including a basic understanding of current systems, a troubleshooting matrix, and training materials.
• Understanding of Authority to Operate (ATO) changes and considerations Joint Interoperability Test Command (JITC) certifications Approved Product List (APL) / UC.