VTC Technician IV

Employment in DOD location for a military Unified Combatant Command Location in a high up-tempo contractual support. Chosen individual will provide support to 40 VTC capable conference rooms, perform site surveys, coordinate with customers to ensure VTC system design meets requirements.

- Builds A/V equipment rack, ensuring system has proper signal routing for Audio, Video, and Control.

- Manage appliance firmware/software to ensure compliance with ACAS security requirements.

- Troubleshoot Set-Top-Box and web client connectivity issues to ensure minimum end user impact.

- Open tickets with Haivision and Comcast when troubleshooting appliance and main Comcast feed.

- Provide support of VQ appliance and Cisco Meeting Server.

- Manage sections trouble ticket que In Service Now Application.

- Direct section efforts to support VTC capable conference rooms, IPTV and wall mounted displays, and offices capable of pushing desktop content to a wall mounted display.  

- Review VTC user request, schedule and manage VTC sessions.

- Provide pre-conference testing and setup for video teleconferences and/or meetings.

- Ensure full interoperability and a seamless connection between all internal and external systems to include, but not limited to, DISA Global Video Services (GVS­G), NIPRNET, SIPRNET, and JWICS.

- Installing, configuring, and maintaining VTC endpoints.

- Installing and configuring VTC application and system software and upgrades.

- Analyze, test, modify and manage VTC infrastructure, such as MCUs and gatekeepers.

- Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools and techniques.

- Troubleshooting and repairing hardware and network connectivity issues.

- Removal of old equipment and performing data migration to new machines
Provide technical support and training to end-users.

- Communicate with team, as it relates to assigned calls, day-to-day functions, operations, scheduling, and any other videoconferencing related issues.

- Assess and report on performance and usage numbers.

- Schedule and manage telephone meetings using phone conference, VTC and UC meetings.

- Support various operations and maintenance (O&M) task for a variety of media systems, including live and delayed streaming broadcast.

- Perform system integrity and connectivity test to ensure system availability.

- Troubleshoot and maintain all technology pertaining to the AV System in all conference rooms on a Tier 1/2 basis. Serves as the subject matter expert for Video Conferencing Technical Support.

- Provide ongoing Video Conferencing technical support.

- Maintain the ticketing systems to open track and resolve assignments.

- Assist with Make/Add/Changes requests throughout the facility pertaining to AV and VC.

- Troubleshoot as needed to satisfy the end users’ needs and escalates if necessary.

- Swap equipment as needed to maintain service levels.

- Ensure all VTC systems and subsystems remain compliant with all applicable Federal and DoD regulations.

- Develop and maintain documentation of all process associated with administration of the network and duties performed by network and systems administrators.

- Manage DoD video conferencing requests to maintain customer satisfaction.

- Maintain and enhances customer services by organizing and evaluating service and delivery systems, and procedures.

• QUALIFICATIONS/REQUIREMENTS: 

- At least three (3 ) years of Audio-Video Engineer Technician experience.

- Experienced with industry standard bridging services and Video Teleconference (VCT) and Unifies Communications (UC) technologies. Examples Polycom, Tandberg, Cisco, Crestron, Haivision and Comcast.

- Prior experience supporting communications/media systems such as: phone conference systems, VTC systems, UC interfaces, live and delayed streaming video and digital signage technologies.

- Cyber Awareness Training

- SEC CE Certification (or other IAT level II compliant certification).

- Tesira FORTE Certificate is desired (or be willing to obtain)

- Valid drivers’ license

- Demonstrate knowledge of equipment integration, handling, break/fixing, and configuring all hardware related to VC: projectors, VC hardware, Audio, Video and Control connector types, and cable types, to include BICSI.

- Experience with media/VTC/UC vendors and technologies such as Polycom, - Microsoft Lync (Skype for Business), VBrick, Cisco, Extron, Crestron / Vortex, Crestron Toolbox, Clear One DSP, Linux software.

- Experience in troubleshooting software development processes and ability to understand and implement client requirements.

- Experience in design and installation of digital audio and video signal processing and routing equipment

• Knowledge, Skills, and Abilities:

- Ability to create charts, reports, and graphs for management review.
- Excellent organizational and time management skills.
- Computer skills, specifically in Microsoft Word, Excel, and PowerPoint.
- Demonstrate knowledge of VTC technology and equipment and coordinating VTC meetings across multiple sites.

- Familiarity with Microsoft Active Directory/GPO integration with SCCM.

- Possess good knowledge of different software systems, client/server architectures and various compatibility requirements.

- Ability to map AV systems without system drawings.

- Ability to become an active and functioning member of a team.

- Ability to be innovative and be an agent for change.

- Must be responsive, efficient, have excellent customer interaction, and exhibit a high level of professionalism.

- The ideal candidate will not find difficult tech problems deterring or frustrating, but intriguing and will welcome the challenge.

- Must be comfortable working in a fast-paced, demanding environment, under immense pressure. The pace requires independent and confident thinking, self- motivation, and determination

• Education

- An associate degree (AA) from an accredited college. (Relevant experience will be considered in lieu of formal education.).
- A vocational diploma in Communications, Electronics, Electrician, or Information Technology .
- Cisco collaboration certification is a plus/desired.
- Other vendor (Extron, Crestron, Polycom, etc.) certifications are favorable and desirable.

- Engineer (CEA) preferred.

• Security Clearance Status Required

SECRET clearance required to start.

Must be able to be elevated to Top Secret (TS/SCI) Level 5 within 6 months of elevated submission.

Must maintain eligibility at the required clearance level for the duration of the contract.

• Physical Requirements

Position involves frequent lifting up to 40lbs, therefore the physical stamina to be able to lift 40lbs repetitively is required. As well as the ability to bend, stoop, and twist in order to move and install VTC systems in locations that may be confined and tight.