This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will trouble shoot issues, make recommendations to internal parties and customers with regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular planning and team work in order to assist with the coordination of resources within our client to support incoming Customer issues. This position must will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues. This position may sometimes handle and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.
Coordinating and managing client schedules for the use of the DVS-G Studio to include scheduling/establishing multiple party VTC conferences, de-conflicting customer schedules, and ensure facility readiness as needed on a five days per week, eight hours per day (5 X 8) basis. The core operational hours are from 0730 to 1700 hours, Monday through Friday, and are not limited to a fixed 8 hours per day basis. Operational support may be required for early, extended hour, or weekend DVS-G Studio operations depending on mission requirements
Operating and maintaining cryptographic equipment (KG-194) and keying material for the operation of secure VTC sessions
Provide End User Training on the AV systems and related technology (such as Webex or Lync) as directed by Operations Manger.
Ensuring all DVS-G Studio facility equipment is operational and all equipment downtime is immediately reported to the Control Center and that maintenance response and repair is tracked through completion
Ensuring the DVS-G Studio facility and contract workspace is maintained, professionally cleaned, and always ready to support Agency customers.
Ensuring up to date Standard Operating Procedures are maintained for all aspects of facility operations and maintenance, and that back-up contract personnel are trained and available for duty when the primary VTC contractor is absent.
Exploring all aspects of DVS-G Studio operations and maintenance and continuously seek ways to implement process improvement to maximize customer satisfaction.
Ensure room process/procedures are documented and communicated to all end users to ensure smooth operations of conference room and equipment.
Provide weekly site status reports to operations management team to ensure effective resolution of issues or concerns.
Provide high level of customer service to all customers who require VTC support.
Setup, testing, operation, and tear down of audio visual (AV) and videoconference equipment; (e.g. projection systems, computers, audio- and videoconference equipment, microphones, video cameras, audio systems, and operation of integrated AV systems) in compliance with the set of prescribed Standard Operating Procedures (SOP).
Provide best effort assistance to fulfill any multimedia technical needs as assigned, including all Client collaboration tools (WebEx, Lync, Teleconference setup).
Execute and assist our client’s VNOC in all aspects of videoconferences including call set up, end user training, troubleshooting, and follow through on escalation of trouble issues
Provide consultation and education to all levels of end users on presentation technology equipment.
Troubleshoot AV and videoconferencing related technology (various projectors, control systems, audio- and videoconferencing) to complete resolution when issues occur
Perform regular preventive maintenance checks (e.g., either report or address troubles such as cable management issues, safety standards noncompliance, etc.)
Escalate housekeeping and technical issues outside of AV and conferencing technology and applications to appropriate department.
Interface with technology vendors for equipment servicing, training, etc. whether warranty or routine maintenance as directed.
Maintain understanding of current and new technology.
Responsible for knowledge of and adherence to all internal client’s policies and procedures.
Other duties as assigned.
The VTC Operator will be expected to handle customer issues. This position will provide real time support to the client on-site. Must have technical knowledge of Polycom Systems, Tandberg/Cisco Systems, Creston, and other audio and video technologies.
Working knowledge of H.320 and H.323 videoconferencing standards
Ability to troubleshooting of AV Conferencing systems
In-depth understanding of broadcast, VTC (Video Teleconferencing) systems, video and audio streaming technologies.
Familiarity with DVSG structure, operations, policies and procedures. Familiarity with DOD DVSG VTC structure, operations, policies and procedures.
Excellent troubleshooting skills are required to solve problems before, during and after live presentations. Solid technical and maintenance skills to perform audio-visual troubleshooting and basic maintenance as well as computer skills in both Windows and Macintosh operating systems.
In depth understanding of broadcast audio and video, multimedia, VTC (Video-Teleconferencing) systems, video and audio streaming technologies and standards.
Working experience with major videoconferencing equipment such as:
Codec’s from Polycom and Cisco.,
MCU and control systems from Polycom and Cisco etc.
ISDN Network Infrastructure and Implementation (BRI and T1)
H.323 Endpoints, Gateways, MCU’s, and Gatekeepers
Job Requirements :
High levels of Professionalism and Integrity
High ability to work with peers
Exceptional customer service skills
Exceptional written, verbal and interpersonal skills.
Strong business acumen and analytic competence.
Excellent problem solving skills
Proactive and coaching management style
Maintain a professional attitude and appearance at all times
Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project.
May require occasional lifting (up to 25 lbs)
Requires extensive sitting, standing and walking
Domestic travel requiring multi-night stays within and at times outside the local work area
Valid passport; International travel required
Valid U.S. driver’s license
Must be willing to complete background checks and drug tests as required by current or future contracts
Must be willing to apply for security clearances, SSA Suitability, and other related clearances to be able to work at certain customer locations.
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.