VTOC Technician

Grvty; St. Louis (MO); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Grvty seeks a Video Teleconferencing Operations Center Technician to support Tier I–III operations, from scheduling and endpoint installation to live session monitoring. You will use TMS, CMS, VNC Viewer, JWICS scheduling, and Service Plus to manage incidents and drive improvements across enterprise VTC services.

The role requires TS/SCI with CI Polygraph eligibility and 3+ years in AV/VTC; hands-on experience with multi-vendor room systems is essential for success.

Qualifications

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

Responsibilities

• Monitor live VTC sessions and hardware to preempt issues.
• Provide Tier I-III remote and on-site support.
• Manage tickets in Service Plus and identify trends for improvements.
• Schedule and coordinate local and remote VTC events.
• Install hardware, upgrade software, and modify setups across vendor endpoints.
• Escalate to engineering to resolve complex issues.
• Create and maintain operation docs and troubleshooting guides.

Skills

VTC operations

IT support

Incident management

Escalation handling

Remote support

Education

DoD 8140 IAT Level II

AA/AS degree

Tools

TMS

CMS

VNC Viewer

Service Plus

JWICS scheduling

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.