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VTC Technician

2 months ago

Bethesda, United States Immersive Concepts LLC Full time
Job DescriptionJob Description

Immersive Concepts is seeking a full-time VTC Technician to support the DHA Customer at Walter Reed in Bethesda, MD.


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.

· 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.


Application Process: Interested candidates are invited to submit their resume and cover letter outlining their qualifications and experience to hr@immersiveconcepts.com. Please include "Sr. AV Technician - Dallas" in the subject line of your email.


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