VTOC Technician

GRVTY; St. Louis (MO); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health plan

Health Savings Account with company

Paid time off and holidays

401k with company match

Training and development opportunities

Company sponsored events

Job summary

GRVTY in Missouri is seeking a Video Teleconferencing Operations Center (VTOC) Technician to support enterprise video sessions from scheduling and installation through live monitoring and troubleshooting. You will coordinate with engineering teams and drive continuous improvement using the Service Plus system.

The role requires Tier I-III support, remote access tools, and the ability to manage JWICS scheduling, room reservations, and event coordination across campus networks.

Qualifications

• TS/SCI with ability to obtain a CI Polygraph.
• 3+ years of progressive experience in A/V operations, IT support, or VTC administration.
• Hands-on experience with Tele-presence Management Suite (TMS), CMS, CMM, VNC Viewer, Service Plus Ticketing System, and multi-vendor collaboration endpoints. Additional devices from AMX, Extron, Crestron, Planar.

Responsibilities

• Monitor live VTC sessions, hardware, and conferences; preemptively identify audio/video issues.
• Provide Tier I-III remote and in-person support when required.
• Schedule, coordinate, and manage local and remote AV/VTC events and room reservations.
• Escalate and collaborate with engineering teams to resolve complex issues.
• Develop and maintain operation documentation and troubleshooting guides.

Skills

A/V operations

IT support

VTC administration

Education

AA or AS degree

Tools

TMS

CMS

VNC Viewer

Service Plus

AMX

Extron

Crestron

Planar

Job description

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.
• 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
• 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

Benefits

• Robust health plan including medical, dental, and vision
• Health Savings Account with company contribution
• Annual Paid Time Off and Paid Holidays
• 401k with generous company match
• Training and Development Opportunities
• 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 [e-mail] or call 703-544-7930 with requested details. A member of the HR team will respond to your request within 2 business days.