- Demonstrated ability to independently set-up, diagnose, troubleshoot and resolve end-user questions in the following IT areas of support: applications and programs; asset inventory and; telecommunications devices.
- Troubleshoot and resolve escalated technical issues and helpdesk tickets.
- Organize, prioritize, and assist with daily technical support in organizations with different support requirements.
- Troubleshoot and solve common network issues and hardware/software issues using component-level physical and logical diagnostic tools.
- Ability to identify and work independently on special projects and lead helpdesk projects as assigned.
- Train and support lower-level technicians and new team members.
- Provide comprehensive maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose and troubleshoot system malfunctions and defects.
- Update and maintain SOPs and other documentation for procedures and processes; update assigned trouble tickets and equipment databases.
- Work with other technical teams to resolve large scale issues.
- Test new hardware and software systems and packages prior to deployment.
- Assist with managing the helpdesk ticket queue on a daily basis; creating, routing, and remedying tickets.
- Demonstrate strong customer service skills. Flexible work schedule to provide support as necessary.
- Must be able to lift up to 50 lbs. /23 Kg.
- Provide comprehensive end-user support and routine maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose and troubleshoot system malfunctions and defects.
- Utilize knowledge of DoD Risk Management Framework (RMF), including PPS and patching to ensure compliance with cybersecurity protocols and guidelines.
- Analyze and evaluate existing VTC systems with minimal oversight, and define problems, data availability, and report requirements and system design issues.
- Respond to customer support requests, identify support requirements, and perform end-user training where applicable.
- Develop documentation on VTC technology, methodology, policies and procedures, including guides, SOPs, technical analyses, white papers, etc.
- Research and evaluate new technologies to expand or enhance the usage and delivery of AV/VTC services.
- Respond to technical support requests for campus television, monitors and set-top boxes; identify root cause of equipment malfunction and document issues and resolutions.
- Maintain inventory of assigned systems, to include codecs, cameras, and carts, etc.
- Demonstrated knowledge of standard video formats and display resolutions, and standard audio routing and configuration in integrated conference room systems. Working knowledge of TCP/IP internetworking and protocols relevant to VTC technology, including H.320, H.323, and SIP communication protocols.
- Demonstrated knowledge in video conferencing technology and infrastructure, including conference room and desktop systems, multi-point control units, Gateway, Gatekeeper, and integrated A/V systems over IP and ISDN networks. Sample manufacturers include Crestron, Extron, Cisco, Tandberg, Polycom, Haivision, and Clear One.
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VTC Technician - Washington, United States - Immersive Concepts LLC
Description
Job Description
Job DescriptionImmersive Concepts is seeking a qualified VTC Technician that can support a DOD client mission. The responsibilities are as follows:
Responsibilities
Qualifications:
· 6+ years of relevant experience
· Strong experience with Windows-based hardware, operating system, VTC systems, and A/V equipment.
· Secret clearance required