AV/VTC On-Site System 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.