VTC Technician

GDIT is looking for a VTC Technician who holds DOE Q or TS for a full-time position, located in Los Alamos

GDIT will provide NNSA (National Nuclear Security Administration) customers worldwide with Video Conferencing support consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. GDIT will be the first point of contact for IT problem resolutions to help to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support.

Position description

This position will be responsible for installing, fixing, and troubleshooting a wide variety of video display equipment to include cameras, microphones, audio and video display components. Provide standard operating procedures describing how to access and use video display systems.

Maintains and enhances customer services by organizing and evaluating service and delivery systems, and procedures. Works with other team members to promote a high morale environment that is fun and fast-paced. The right candidate works well within a team. Collaboration, constructive criticism, and peer review are key components of the group dynamic.

Essential job functions

• Promotes a positive and respectful workplace
• Handles customer escalations and works as a liaison with government/client officials
• Possesses current working knowledge of VTC/AV components, equipment, and collaboration software (MS Teams).
• Support Video Conferencing Services that provide NNSA End-Users with video conference capabilities. Services include the planning and assessment, implementation, training, and ongoing management necessary to implement Video Conferencing Service.
• Configures, operates, and troubleshoots all audio/video equipment used in the execution of VTC’s, and MS Teams meetings.
• Collaborating with clients to determine AV needs before an event
• Provide technical assistance to users of VTC equipment, train end users on the proper use of hardware and software.
• Proactively check ticket queue for new emails and create and assign tickets for those emails.
• Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned.
• Escalate tickets as needed.
• Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
• The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
• Preparing accurate documentation to support and maintain a working knowledge base of VTC processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides as instructed by team lead.
• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
• Identifies areas of opportunity to improve customer satisfaction.

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