Operations & Incident Management

• Monitor Live Sessions: Actively monitor VTC sessions, hardware, and conferences using the Cisco TMS and 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.

• Education: Associate degree (AA or AS).
• Certification: DoD 8140 IAT Level II compliance or higher.
• Certification: Security+ Certification.
• 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 proficiency with devices from manufacturers such as AMX, Extron, Crestron, and Planar.

• Active TS/SCI

• Some travel may be required: Must have valid driver’s license and transportation. This is subject to change at the direction of the customer.
• If accommodation is needed with your application or the interview process for applicants with disabilities, please contact Human Resources at 703-594-8601.
• Candidate must have the ability to lift up to 50 lbs.
• Must have willingness to perform duties not listed in the job description as required by INflow and our customer.