Job Description

About the Mission You Will Join:
This position requires a combination of technical knowledge, enthusiasm, great interpersonal skills, commitment, and a willingness to go the extra mile. This is a dayshift (7 am to 3 pm) position, Monday through Friday, with the occasional after-hours support for evening or midnight shift coverage. Technician must provide support for video teleconference (VTC) customers, and conduct routine troubleshooting of video cameras, microphones, projectors and flat-panel displays, touch screens, and other VTC associated equipment.

Your Impact to the Mission:

VMD has an exciting opportunity for a talented VTC Technician to join VMD’s team supporting the Department of State.

In this role, you’ll have the opportunity to:

• Provide Tier 1 & Tier 2 support to agency VTC customers both domestically and overseas, supporting Cisco Telepresence system and WebEx.
• Receive and respond to reservation requests for VTC and conference room requests and enter them into an automated PC based reservation system.
• Receive and respond to site registration requests for conference room installations and enter them into an automated PC based reservation system.
• Ensure users are informed of status of their reservation requests, providing confirmation, testing, cancellation, or information on any other changes, as required.
• Collect, compile, and maintain local facility data necessary to produce system reports on utilization, system performance, and maintenance.
• Schedule VTC conferences for customers and provide information on system availability to authorized users.
• Install hardware and software related to conference room video teleconferencing facilities and maintain video equipment.
• May assist with VTC equipment setup for an individual conference and monitoring of equipment performance during videoconferences.
• Utilize knowledge of system characteristics to provide advice on audiovisual requirements and conduct of VTCs.
• Test facility audiovisual and VTC equipment to ensure proper operation and configure equipment and venues to accommodate special user needs.
• Establish connections and provide equipment operations services during individual conferences. Monitor, review, and analyze overall VTC equipment and system performance to ensure its satisfactory operation.
• Recognize system or equipment problems and make necessary corrections and/or adjustments.
• May perform operator maintenance in accordance with the system contract.
• Troubleshoot VTC equipment impairment and make repairs and/or identify need for contracted support.
• Use ServiceNow ticketing system for entering/monitoring/reporting on customer requests and support.

Qualifications

Experience Needed to Be Successful:

• Typically requires high school diploma or equivalent and two to three years of related experience.
• Experience working with VTC systems O&M and installation or one to two years working on a Helpdesk.
• Experience with Cisco/Tandberg Codecs, Multipoint Controlling Units (MCU) and associated audio/video equipment.
• Experience with WebEx.
• Experience with AV/VTC Network and components.
• Must have an Active Secret Security Clearance.
• Ability to communicate effectively with customers by telephone, email, and face to face.

Desired Qualifications and Skills:

• Experience working with VTC systems O&M and installation or one to two years working on a Helpdesk.
• Experience with Cisco/Tandberg Codecs, Multipoint Controlling Units (MCU) and associated audio/video equipment.
• Experience with WebEx.

Basic Qualifiers:

• Education Requirement : High school diploma or equivalent and two to three years of related experience.
• Can Additional Years of Experience Substitute for Degree? Yes
• Required Certification(s): None
• Minimum Years of Overall Experience: 3
• Minimum Years of Specific Experience in Field: 1
• Minimum Clearance to Start: Top Secret (Candidates may start with a Secret Clearance and then submitted for a Top Secret Clearance)
• Work Status Allowable: US Citizen

The Type of Person That Will Excel:

• You are curious, inquisitive, and have demonstrated a constant eagerness to learn through actions.
• You have high attention to detail.
• You demonstrate personal accountability and integrity in all actions.

Travel and Telecommuting:

• Travel: Little (less than 10%)
• Telecommute Options: No __

Additional Information

VMD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable Federal, state and local laws. VMD maintains a drug-free workplace.