VTC Technician

General Dynamics Information Technology; Missouri; On-site; USD 52,000 - 80,000; Full time

Job summary

General Dynamics Information Technology is seeking a UDS Video Teleconferencing Operations Center (VTOC) Technician to provide Tier I–III support across enterprise video communications. The role covers scheduling, endpoint installation, live session monitoring, and advanced troubleshooting to ensure secure and reliable VTC services at the US customer site.

The ideal candidate has 3+ years in AV operations or VTC administration, hands-on experience with TMS, CMS, VNC Viewer, and Service Plus, and

Qualifications

• 3+ years of progressive experience in A/V operations, IT support, or VTC administration.
• Hands-on experience with TMS, CMS, VNC Viewer, Service Plus Ticketing System, and multi-vendor collaboration endpoints.

Responsibilities

• Monitor live VTC sessions and hardware using Cisco TMS/CMS to identify audio/video issues.
• Provide Tier I–III remote and in-person support as first responder for VTC issues.
• Use Service Plus to track problems, resolutions, and trends for improvements.

Skills

VTC operations

Remote support

On-site support

Ticketing

TMS

CMS

VNC Viewer

Service Plus

JWICS scheduling

Multi-vendor endpoints

Education

AA/AS degree

Tools

Telepresence Management Suite (TMS)

CMS

VNC Viewer

Service Plus

JWICS scheduling system

AMX

Extron

Crestron

Planar

Job description

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 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.

Desired Qualifications:

• Education - (AA) or (AS)
• DoD 8140 IAT Level II Compliance or higher.
• 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 technical proficiency with devices from manufacturers such as AMX, Extron, Crestron, and planar.

Location: On Customer Site

US Citizenship Required