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. What You Must Have TS/SCI with ability to obtain a CI Polygraph US Citizen 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. What Would be Nice to Have Education - (AA) or (AS) DoD 8140 IAT Level II Compliance or higher. 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