VTC Technician

Insight Global; San Francisco (CA); On-site; USD 30,000 - 37,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Day-one benefits

Job summary

Insight Global in San Francisco seeks an IT Desktop Support Specialist to maintain Windows environments and VTC systems, while handling ServiceNow tickets. The role supports both onsite and remote users, ensuring high service levels and professional conduct.

You will test and troubleshoot VTC setups, coordinate with VoIP and Network teams, and assist with installations of digital signage and collaboration tools, including Teams and Zoom.

Qualifications

• Requires strong customer service and communication skills with technical troubleshooting ability.
• Experience supporting Windows OS and VTC environments (Cisco/Polycom).
• Able to manage incidents via an enterprise ticketing system (ServiceNow) and escalate as needed.

Responsibilities

• Perform daily testing and validation of VTC systems (audio, video, content sharing, camera).
• Troubleshoot issues and escalate equipment or network problems to supervisors.
• Manage and resolve tickets in ServiceNow promptly.
• Monitor VTC call queues and respond to user inquiries (Teams, Zoom, Box).
• Coordinate with vendors for routine maintenance of network infrastructure and IT equipment.
• Collaborate with VoIP and Network teams for troubleshooting and testing.
• Assist with installation and deployment projects involving VTC, VoIP, and digital signage.

Skills

Customer service

Communication

Technical troubleshooting

Windows support

VTC support (Cisco/Polycom)

Public Trust Clearance readiness

Ticketing system experience

Education

Technical degree or certifications

Tools

ServiceNow

Video conferencing equipment

Job description

• Ability to obtain a Tier 4 (T4) Public Trust Clearance
• Strong customer service, communication, and technical troubleshooting skills
• High level of professionalism in both virtual and onsite environments
• 3+ years of hands-on experience supporting desktop systems and IT environments, including use of an enterprise ticketing system
• Strong experience supporting Windows operating systems
• Experience working within Cisco and Polycom video teleconferencing (VTC) environments
• Working knowledge of VTC/AV systems, including connectivity and support for Microsoft Teams and Zoom meetings

Preferred Qualifications:

• 5-10 years of hands-on experience supporting desktop systems and IT environments, including use of an enterprise ticketing system
• Strong experience of macOS operating systems
• Experience with hardware and system installations in an enterprise IT environment
• Relevant technical degree and/or industry certifications
• Foundational knowledge of networking concepts, including LAN/WAN, TCP/IP, IP addressing, and network hardware

Day-To-Day:

• Perform daily testing and validation of VTC systems, including audio, video, content sharing, and camera functionality
• Troubleshoot technical issues and **escalate** equipment or network-related problems to appropriate supervisors and designated contacts
• Manage and resolve assigned tickets within ServiceNow in a timely manner
• Monitor the VTC call queue and shared inbox, responding to user inquiries related to VTC systems, Microsoft Teams, Zoom, and Box
• Coordinate, schedule, and escort third-party vendors for routine maintenance of network infrastructure, UPS systems, and other IT equipment
• Collaborate with VoIP and Network teams to support troubleshooting and system testing efforts
• Assist with installation and deployment projects involving VTC equipment, VoIP systems, and digital signage

Compensation: $22/hr to $27/hr.

Exact compensation may vary based on several factors, including skills, experience, and education. Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.