End User and Systems – Av/Vtc – Technician

End User and Systems – Av/Vtc – Technician

Requirements

• Requires active minimum Secret clearance, Top Secret preferred
• Ability to obtain/maintain EOD Suitability Clearance
• Typically has a University Degree (BA/BS) or equivalent experience and minimum 16 years of related work experience or Masters and 7 years experience
• Background in supporting WIN 10 OS, O365 products, active directory and MDM solutions, AV
• Previous experience using ITSM tools for ticket tracking

Responsibilities

• Manage and maintain Multimedia Streaming Systems and Video Teleconferencing (VTC) equipment ranging from simple desktop to more complex integrated Audio-Visual systems
• Configure and maintain collaboration tools (Microsoft Teams, Microsoft Live Events, CISCO Webex) and audio/video streaming software
• Provide recommendations and expertise on collaboration tools and video streaming software
• Design and implement new hardware and software configurations for video teleconferencing and telecommunications/multimedia equipment
• Identify, isolate and classify network faults identified either manually or via available network management tools
• Assist with set-up for AV meetings or live events to include providing user training and support
• Responsible for documenting and recording all details of the identification and resolution of any network faults on the customer networks using the help desk ticketing software and tracking to completion
• Provide extensive troubleshooting and testing of video conferencing audiovisual equipment (multimedia, audiovisual, projection systems, displays, cameras, microphones, integrated A/V systems, streaming technologies, etc.)
• Address and troubleshoot customer issues received via email or phone, as well as through monitoring tools, for videoconferencing endpoints, infrastructure, integrated A/V systems, and networks
• Document incidents, including opening case, updating with current status and timely closure
• Test, configuration, and troubleshooting of IP and ISDN networks in support of videoconferencing and A/V equipment
• Coordinate and schedule equipment and software testing and pre-checks in advance of VIP and high visibility events
• Recommends customer service and IT process support enhancements, researching and recommending new technologies and procedures
• Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.

Preferred Qualifications

• Familiarity with using ServiceNow
• Experience supporting organization senior staff (e.g. VIPs)