AV/VTC On-Site System Support Technician with Security Clearance

The AV/VTC On-Site Support Technician will be responsible for providing comprehensive end-user support, operations and routine maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose, and troubleshoot system malfunctions and defects. Primary Job Duties: Daily Operations & User Support • Manage the day-to-day operations & maintenance of all VTC and conference room systems. • Provide dedicated VTC/AV support and technical assistance for all users, with priority for General Officers and the Director of Staff. • Operate all VTC and AV equipment for events, including secure and non-secure sessions. • Track, Document and Report system issues and outages through the Help Desk ticketing system. System Maintenance & Troubleshooting • Monitor system performance, troubleshoot hardware and software issues, and perform monthly checklist inspections to ensure operational readiness. • Conduct quarterly preventative maintenance with full system diagnostics and provide detailed reports. • Install some AV hardware, manage equipment replacements under warranty, and maintain the Data Video Walls. Infrastructure & Administration • Maintain the core VTC infrastructure (e.g., Cisco CMS, CMM, TMS, Expressway) and perform bi-annual and emergency backups. • Maintain the VTC Account Database, provide daily updates to the VTC tracker, and report on utilization trends. • Adhere to and recommend updates for local Standard Operating Procedures (SOPs). • Maintain optimal configuration settings for all participants in accordance with industry standards. • Provide help desk support during all core hours. Engineering & Development • Conduct site surveys to document configurations and assess user needs. • Assist the System Engineering team with developing technical solutions, creating network diagrams, and recommending new capabilities. Leadership & Other Duties • Senior technicians may provide guidance and work leadership to less experienced technicians. • This list is not all-inclusive; other duties may be assigned by management to meet the AV/VTC needs of the Commander. • This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary to support the AV/VTC needs of the Commander Required Skills A current US Secret clearance Bachelor's Degree in a related discipline or 8 years of specialized experience; or the equivalent combination of education, technical certifications or training, or work experience. Experience with and working knowledge of AF COMSEC procedures. Demonstrated experience with TEMPEST/EMSEC principals and countermeasures. Demonstrated experience in operation and configuration of audiovisual and telepresence systems within Department of Defense. Professional appearance. Excellent customer presence as well as verbal and written communication skills. Experience working with senior executive level clientele. Crestron AMX, Poly, and Cisco product experience. Excellent problem-solving skills to troubleshoot complex VTC problems. Outstanding communication skills (verbal (including telephone) and written). Knowledge of Microsoft Office software products (Outlook, Word, Excel, PowerPoint, SharePoint, and Teams). Comprehensive knowledge of the principles, methods, and techniques used in VTC and troubleshooting and support. Comprehensive knowledge of related hardware and software. Ability to use independent judgment when there are no policies or procedures in place. Ability to apply common sense understanding and deal with problems involving multiple variables in a variety of situations. Provide immediate customer support for any technical difficulties with VTC units in conference rooms and offices. Assistance with soft applications (e.g., Vidyo Application, Web-RTC, or equivalents). Train all General Officers (GOs), Directors, and leadership on the use of desktop VTC units. Manage the VTC Scheduling Portal. Provide system/end-user training and associated training documentation. Provide VTC system training to Tier 1 personnel, including a basic understanding of current systems, a troubleshooting matrix, and training materials. Understanding of Authority to Operate (ATO) changes and considerations Joint Interoperability Test Command (JITC) certifications Approved Product List (APL) / UC.