What are the responsibilities and job description for the VTC Technician position at teKnoluxion?
Overview
VTC Technician St. Louis, MO Active TS (SCI eligibility) clearance and eligibility to obtain a CI poly Security
At Bcore, our strength comes from how we deliver impact to the mission. Whether it’s architecting critical IT solutions, producing actionable intelligence, or developing cutting edge technology, we succeed because of the expertise, collaboration, and agility of our teams. Our Mission Services division combines enterprise IT, cloud solutions, DevSecOps, systems engineering, software development, and operational support. Bcore accelerates decisive advantage for warfighters and intelligence professionals by fusing human insight, rapid-fire engineering, precision-measured outcomes, and relentless grit into mission-ready solutions.
Do you want to join a team that is building tailored technical solutions to modernize our government’s mission and our client’s business? Do you have a desire to change how people work? Are you interested in helping to protect our nation’s cyber interests? Join our growing team as a VTC Technician, supporting the NGA customer mission.
Responsibilities
What you get to do every day:
The UDS Video Teleconferencing Operations Center (VTOC) Technician provides Tier I- Tier III support. The VTC Technician roles are critical in ensuring seamless, secure, and reliable enterprise communication. Operating within the VTOC, this position is responsible for the end-to-end lifecycle of video teleconferencing operations, from initial scheduling and endpoint installation to live session monitoring and advanced troubleshooting. The ideal candidate will be highly responsive, capable of managing complex escalations with engineering teams, and proficient in maintaining accountability through the Service Plus ticketing system to drive continuous system improvement.
Primary Responsibilities:
Operations & Incident Management
- Monitor live sessions: Actively monitor VTC sessions, hardware, and conferences using the Cisco (TMS) & (CMS) to preemptively identify audio/video issues.
- Tier I-III Support: Act as the first responder for VTC issues. Provide immediate remote support (via VNC Viewer or TMS remote control) and in-person technical assistance when required.
- Ticketing & Trending: Leverage the Service Plus ticketing system to maintain strict accountability of problems and resolutions, identifying trends to recommend system improvements.
Scheduling & Event Coordination
- Event Management: Schedule and manage local and remote AV/VTC events, including the reservation of physical room space across NCE Campus East and West.
- Network Coordination: Resolve scheduling conflicts for NGA conference rooms across multiple networks.
- Secure Comms: Schedule Joint Worldwide Intelligence Communications System (JWICS) VTCs for external agencies using the integrated JWICS scheduling system.
- Session Services: Assist customers with recording VTC sessions as needed.
Engineering & Installation
- Lifecycle Management: Perform new hardware installations, implement software/firmware upgrades, and modify existing setups across multiple vendor models of collaboration endpoints.
- Escalation: Collaborate seamlessly with engineering teams to resolve complex or out-of-scope issues.
Documentation & Training
- Technical Writing: Develop and maintain operational documentation (step-by-step troubleshooting guides) to be utilized by varying levels of support staff.
Qualifications
Clearance Required: Active TS clearance (with SCI Eligibility) and eligibility to obtain CI Poly
Certification Required: Security
Education/Experience:
- Requires Associate's degree (or equivalent experience)
- 3 years of progressive experience in A/V operations, IT support, or VTC administration
- Hands-on experience with Tele-presence Management Suite (TMS), CMS, CMM, VNC Viewer, Service Plus Ticketing System, and multi-vendor collaboration endpoints. Additional technical proficiency with devices from manufacturers such as AMX, Extron, Crestron, and planar.
What is ideal?
- Intelligence Community Experience preferred
What you can expect from us
- Recognizing great achievements do not go unnoticed by bcore through service anniversaries, spot awards, and employee referral bonuses
- You’ll join a growing organization of passionate, top-shelf, IT engineering professionals with extensive experience in actively developing the technology revolution in the Intelligence community
- Benefits include Health/Dental/Vision, 401(k), Paid Time Off, STD/LTD/Life Insurance/Voluntary Life Insurance, Stipends, Referral Bonuses, and more.