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Video Teleconference Help Desk Specialist (Journeyman)
Security Clearance:Secret
Salary/Pay Rate-
FT/PT Status:Full Time Employment
Job Code:2017:25MNGDSV-020
Essential Duties & Responsibilities:

The VTC Help Desk Specialist shall provide technical analysis and design, develop, and deploy of Joint Staff/JSP audio-visual capabilities.


The candidate must be familiar with Polycom and Tandberg VTC assets (VTC bridges, suites, end user devices, touch screen control devices, and associated software) with CRESTRON devices and programming, conduct a technical analysis to facilitate recommendations on new VTC technologies, equipment, and capabilities.

Must be able to cover AV/VTC events outside normal operational hours. Have excellent interpersonal and communication skills. Meet or exceed DOD standards.

Position Responsibilities:

  • Provide AV/VTC technical analysis and services to include a full range of expert technical troubleshooting, operations, facilitation, and scheduling of JDC IT equipment and associated collaboration systems.
  • Plan and perform scheduled and unscheduled maintenance of all related audio, video and VTC equipment,
  • Strong knowledge of IP and ISDN-based VTC, and AV systems, cameras, digital white boards, switchers, routers, computer-based control systems, gateways, Multipoint Conference Unit (MCU) Desktop VTC, and associated test equipment,
  • Ability to read and understand manuals, and wiring diagrams.

·         Provide engineering and procurement technical expertise for AV/VTC systems including hardware integration and systems consolidation with peripheral support installations.

  • Receive, process and document the Audiovisual Support (AVS) feedback information and customer
  • Facilitate requests for assistance on briefings, presentations, and VTC sessions.
  • Maintain and administer TANDBERG/CISCO/POLYCOM collaborative communications equipment or similar equipment.
  •  Possess an in-depth knowledge of CISCO Telepresence Bridges/POLYCOM bridges and associated systems.
  • Provide a working knowledge of H.323 firewall traversal solutions to include but not limited to CISCO VCS, CUCM, and POLYCOM
  • Possess an in-depth knowledge of all Port and Protocols associated with Video Communication. (SIP, H323, H320 both unclassified ISDN and secure utilizing KIV7s).
  • Possess an in-depth knowledge of all DoD and interagency VTC systems to include SIPR, NIPR, JWICs, CMS, DICN Gold, GVS, Skype for business and others.
  • Engineer, operate and maintain suites of VTC and AV hardware and software. This shall include the performance of routine preventative maintenance support on all AV and VTC assets as specified by the manufacturer or local operating instructions.
  • Schedule, coordinate, and administer VTC and AV sessions.
  • Recommend upgrades to the VTC and AV systems at least annually and incorporate approved upgrades.
  • Provide a working knowledge of web based tools such as Remedy and Storefront.
  • Engineer connectivity to other locations and equipment.
  • Provide customer support with cable and satellite television service requests.
  • Participate in rotation providing after hours on-call support
  • Strong understanding of enterprise, network, system and application level security issues.
Required Qualifications:

Education/ Experience:  Bachelor’s degrees from an accredited college in a related discipline, or equivalent experience/combined education, with 4 years of professional experience in specialized field of help desk support.

EOE - Females/Minorities/Protected Veterans/Individuals with Disabilities

Preferred Skills & Certifications:

Required Certifications: 8570 IAT Level 2 compliant - Security+ CE Certification and shall possess current industry standard VTC certification.

Security Clearance - DOD Active Secret