VTC Technician

Immersive-Concepts-LLC; Calverton (MD); On-site; USD 55,000 - 76,000; Full time

Benefits offered by this job

Benefits package

Job summary

Immersive Concepts is seeking a skilled IT Support specialist to independently set up and maintain end-user systems, including A/V and VTC equipment, across a dynamic environment. You will diagnose issues, manage tickets, and assist with large-scale projects while ensuring cybersecurity practices are followed.

The role requires 6+ years of experience, strong Windows hardware expertise, and Cisco codec knowledge, with the ability to work independently within a team.

Qualifications

• 6+ years of relevant experience.
• Strong experience with Windows-based hardware, operating system, VTC systems, and A/V equipment.
• Experience with Cisco Codecs & Hardware.
• Top Secret clearance required; ability to work independently and with diverse teams.

Responsibilities

• Set up, diagnose, troubleshoot and resolve end-user questions in IT support areas (applications, assets, telecommunications).
• Troubleshoot and resolve escalated technical issues and helpdesk tickets.
• Organize, prioritize, and assist with daily technical support across varying requirements.
• Troubleshoot network and hardware/software issues using diagnostic tools.
• Lead helpdesk projects and train junior technicians.

Skills

VTC systems

A/V equipment

Cisco Codecs

Windows hardware

Top Secret clearance

Tools

Video conferencing hardware

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Beltsville, MD, US

21 days ago Requisition ID: 1110

Salary Range: $40.00 To $55.00 Hourly

Duties & Responsibilities

• Demonstrated ability to independently set-up, diagnose, troubleshoot and resolve end-user questions in the following IT areas of support: applications and programs; asset inventory and; telecommunications devices.
• Troubleshoot and resolve escalated technical issues and helpdesk tickets.
• Organize, prioritize, and assist with daily technical support in organizations with different support requirements.
• Troubleshoot and solve common network issues and hardware/software issues using component-level physical and logical diagnostic tools.
• Ability to identify and work independently on special projects and lead helpdesk projects as assigned.
• Train and support lower-level technicians and new team members.
• Provide comprehensive maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose and troubleshoot system malfunctions and defects.
• Update and maintain SOPs and other documentation for procedures and processes; update assigned trouble tickets and equipment databases.
• Work with other technical teams to resolve large scale issues.
• Test new hardware and software systems and packages prior to deployment.
• Assist with managing the helpdesk ticket queue on a daily basis; creating, routing, and remedying tickets.
• Demonstrate strong customer service skills. Flexible work schedule to provide support as necessary.
• Must be able to lift up to 50 lbs. /23 Kg.
• Provide comprehensive end-user support and routine maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose and troubleshoot system malfunctions and defects.
• Utilize knowledge of DoD Risk Management Framework (RMF), including PPS and patching to ensure compliance with cybersecurity protocols and guidelines.
• Analyze and evaluate existing VTC systems with minimal oversight, and define problems, data availability, and report requirements and system design issues.
• Respond to customer support requests, identify support requirements, and perform end-user training where applicable.
• Develop documentation on VTC technology, methodology, policies and procedures, including guides, SOPs, technical analyses, white papers, etc.
• Research and evaluate new technologies to expand or enhance the usage and delivery of AV/VTC services.
• Respond to technical support requests for campus television, monitors and set-top boxes; identify root cause of equipment malfunction and document issues and resolutions.
• Maintain inventory of assigned systems, to include codecs, cameras, and carts, etc.
• Demonstrated knowledge of standard video formats and display resolutions, and standard audio routing and configuration in integrated conference room systems. Working knowledge of TCP/IP internetworking and protocols relevant to VTC technology, including H.320, H.323, and SIP communication protocols.
• Demonstrated knowledge in video conferencing technology and infrastructure, including conference room and desktop systems, multi-point control units, Gateway, Gatekeeper, and integrated A/V systems over IP and ISDN networks. Sample manufacturers include Crestron, Extron, Cisco, Tandberg, Polycom, Haivision, and Clear One.Reviewing common food service areas (e.g., Galleys, kitchenettes, cafeteria) for maintenance needs.

Qualifications

• 6+ years of relevant experience
• Strong experience with Windows-based hardware, operating system, VTC systems, and A/V equipment.
• Experience with Cisco Codecs & Hardware
• Top Secret clearance required Ability to work independently and collaboratively with diverse teams.

Physical Requirements

• Ability to lift and move equipment up to 50 lbs.
• Comfortable working at heights and in confined spaces.
• Valid driver’s license and ability to travel locally as needed.

Why Join Immersive Concepts

• Be part of an innovative and technical company that places a high value on integrity and excellence.
• Work in a collaborative and supportive environment where your skills and contributions are valued.
• Competitive salary and benefits package.

Equal Opportunity Employer: Immersive Concepts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.