VTOC Technician

What Impact You'll Have

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.
• Engineering & Installation
• 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
• US Citizen
• 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

Why Choose GRVTY

• The toughest national security challenges demand vision and ingenuity, not just resources.
• We deliver mission and technical expertise to outpace our adversaries.
• We're purpose-built to tackle the most entrenched, systemic national security issues around the world.

• We partner with our customers to help them overcome challenges in every corner of technology and defense-including the ones still being explored.
• Our growing capabilities create complementary advantages, giving on-the-ground operations the edge they need to succeed.
• We muster everything we have to answer every challenge presented, every day of our lives.

Pay and benefits

At GRVTY, we believe that when our employees thrive, our company thrives. That's why we offer a comprehensive and competitive benefits package designed to support your well-being, growth, and work-life balance.

• Robust health plan including medical, dental, and vision
• Health Savings Account with company contribution
• Annual Paid Time Off and Paid Holidays
• Paid Parental Leave
• 401k with generous company match
• Training and Development Opportunities
• Award Programs
• Variety of Company Sponsored Events