VTC Technician

Video Teleconferencing Operations Center Technician

UDS Video Teleconferencing Operations Center (VTOC) Technician provides Tier I
- 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:

• 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 System (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.

Desired

Qualifications:

Education - (AA) or (AS)

DoD 8140 IAT Level II Compliance or higher.

Security+ Certification

Experience - 3+ years of progressive experience in A/V operations, IT support, or VTC administration.

Technical Proficiency
- Hands-on experience with Tele-presence Management Suite (TMS), CMS, CMM, VNC Viewer, Service Plus Ticketing System, and multi-vendor collaboration endpoints. Additional technical proficiency with devices from manufacturers such as AMX, Extron, Crestron, and planar.

Location:

On Customer Site

US Citizenship Required

Scheduled Weekly

Hours:

40

Travel Required:

None

Telecommuting Options:
Onsite

Work Location:

USA MO St. Louis

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.

To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identify Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.