Video Teleconferencing Operations Center (VTOC) Technician Shift Hours: (2nd shift) 2-10 pm. Video Teleconferencing Operations Center (VTOC) Technician provides Tier I - Tier III support. The VTOC team monitors all VTC sessions, conferences, and VTC hardware, troubleshoots, and resolves issues as they arise during video conference calls, escalating and collaborating with engineering teams from other contracts when needed. The VTOC Technician leverages the Remedy ticketing system to maintain efficient accountability of system problems and resolutions to assist in identifying trends and system improvements. Shift Hours: (2nd Shift) 2-10 pm PRIMARY RESPONSIBILITIES:
• Provide VTC Operational Support for all NCE Campus East and West conference rooms and private offices.
• Perform new installations, implement upgrades, and modify existing installations on multiple vendor models of collaboration endpoints.
• Scheduling and managing local and remote AV/VTC events, including scheduling of physical room space when required.
• Assist customers with scheduling conflicts of NGA conference rooms and or VTCs on multiple networks.
• Develop documentation such as diagrams, troubleshooting guides, and topology diagrams to be utilized by different levels of support staff for troubleshooting.
• Schedule Joint Worldwide Intelligence Communications System (JWICS) VTCs using the JWICS scheduling system integrated with TMS for external Agencies.
• Monitor VTCs using the Tele-presence Management Suite (TMS)
• Monitor live VTCs for audio/video issues.
• Take remote control of ongoing VTCs for additional customer support.
• Provide remote support using VNC Viewer
• Provide in-person technical support when required.
• Act as first responders (identify problems)
• Resolve scheduling conflicts as they occur.
• Assist with recording of VTC sessions. DESIRED QUALIFICATIONS:
• AA/AS, 5 years’ experience
• Shift Hours: (2nd Shift) 2-10 pm For immediate consideration, please apply directly or contact Crystal Dinnocenti @