VTOC Technician in St. Louis, Missouri at GRVTY
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Job Description
Position Title: VTOC Technician
What Impact You'll Have
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.
What You'll be Owning
- 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.
What You Must Have
- TS/SCI with ability to obtain a CI Polygraph
- US Citizen
- Experience - 3+ years of progressive experience in A/V operations, IT support, or VTC administration.
- Technical Proficiency - 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 Would be Nice to Have
- Education - (AA) or (AS)
- DoD 8140 IAT Level II Compliance or higher.
- Security+ Certification
Why Choose GRVTY
The toughest national security challenges demand vision and ingenuity, not just resources. We deliver mission and technical expertise to outpace our adversaries. Were purpose-built to tackle the most entrenched, systemic national security issues around the world.
We partner with our customers to help them overcome challenges in every corner of technology and defenseincluding the ones still being explored. Our growing capabilities create complementary advantages, giving on-the-ground operations the edge they need to succeed. We muster everything we have to answer every challenge presented, every day of our lives.
At GRVTY, we believe that when our employees thrive, our company thrives. Thats why we offer a comprehensive and competitive benefits package designed to support your well-being, growth, and work-life balance.
Robust health plan including medical, dental, and vision
Health Savings Account with company contribution
Annual Paid Time Off and Paid Holidays
Paid Parental Leave
401k with generous company match
Training and Development Opportunities
Award Programs
Variety of Company Sponsored Events
EEO Statement
GRVTY, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran and will not be discriminated against on the basis of disability.
Anyone requiring reasonable accommodations should emailrecruiting@grvty.comor call 703-544-7930 with requested details. A member of the HR team will respond to your request within 2 business days.
Know Your Rights: Workplace Discrimination is Illegal (eeoc.gov)
Please review our current job openings and apply for the positions you believe may be a fit. If you are not an immediate fit, we will also keep your resume in our database for future opportunities.