Mgr II PC Tech Support - Military veterans preferred

Raytheon (


  full-time   employee

United States

The Audio Visual Technology Manager will be responsible for overall AV vendor management, preventative maintenance, implementation and governance of standard AV support models, and preventive maintenance across all IIS sites. They will also provide daily, operational oversight related to the delivery of enterprise implemented IT processes and services, ensuring that site priorities are being managed and escalated as needed to the DXC Service Executive and IIS IT End User Service & Productivity Manager. Further, they will execute the organizational and technical oversight necessary for our partners and suppliers to deliver reliable, available, and timely services to the satisfactory demand of our End Users.

  • The Audio Visual Technology Manager will be responsible for the evaluation and governance of AV services across IIS; generally supporting AV equipment and overseeing vendors and suppliers in the design and implementation of AV systems.
  • Maintain hardware and software consistent with enterprise standards and following all appropriate processes.
  • Evaluate and develop plans to deliver AV infrastructure services in accordance with vendor and supplier Service Level Agreements (SLA).
  • Help maintain IIS conference and training room experiences with automation technologies such as Crestron.
  • Provide design support and consultation for IIS and enterprise AV projects
  • Execute on IIS AV technology expansion and upgrades through evaluation of performance and capacities of existing systems.
  • Identify service issues requiring resolution, working with the IT Service Delivery Supplier Manager and the IT Supplier ensuring they are documented and tracked through implemented processes and workflows.
  • The position will be the key IT escalation point for end users of all levels (employees, sub-contractors, and business partners) to assist in service requests, incident management, and facilitating change management initiatives, including end user training, business level communications and advocating best practices.
  • This position requires a high-level of customer service and will be available outside of standard business hours as necessary. Specifically, will provide 24x7 hyper-care support for IIS Senior Leadership, their administrative assistants, and visiting Raytheon executives. This includes:
    • Desktop PC and mobile device (iPhone/iPad) support.
    • Conference room hardware and A/V support.
    • Perform research on new technologies and lead the adoption of IT innovations among IIS Executive and Administrative Assistant staff.
    • Service request and incident resolution management.
  • Furthermore, the position will partner cross functionally and with our supplier in large scale campus relocation projects
Required Skills:
  • Ability to program, change, and troubleshoot automation technologies (Crestron).
  • Ability to diagnose complex AV system problems.
  • Advanced computer skills as required for the design, configuration, and operation of AV equipment.
  • A solid understanding of IT Service Delivery management systems, principles, processes, and best practices.
  • Proven ability to successfully drive initiatives and manage conflicts with a high degree of diplomacy. The position must have the ability to successfully interact with end users of all levels, including Executive Leadership and their Administrative Staff. The ability to effectively communicate, both oral and written, is essential to this role.
  • Technical experience and high proficiency in:
    • Performing proactive and tactical assessments in enterprise desktop PC hardware and software (Win10/Linux).
    • Application administration and configuration in the following or equivalent products and technologies:
      • Cisco/Avaya softphone and IP telephony call management systems
      • MS Office, MS Outlook, Skype, MS SharePoint 2013
      • Windows Active Directory schema (Domain, User, Computer and Group Access controls)
    • Comprehensive understanding of enterprise level network architecture, including OSI model: Local and wide area networking concepts, principles and protocols.
    • Understanding of enterprise IT security architectures, controls, tools & applications (endpoint protection, PKI), and policy.
    • A solid technical understanding of and experience supporting enterprise mobile communications environments and technologies: 4G LTE/WPA2, iOS, and Mobile Iron
  • Must be a US Citizen with ability to obtain a TS/SCI security clearance. An existing security clearance is desired but not required. Qualified applicants may be subject to a security investigation and must meet minimum qualifications for access to classified information.
  • 8+ years of applicable experience and proven success as an AV Support Specialist, AV Engineer, or AV Technical Leader in an enterprise, vendor sourced environment.
Desired Skills:
  • Existing TS/SCI with current SSBI
  • Ability to perform in a change management role
  • Understanding of 6 Sigma methods and tools
  • Ability to perform hands-on technical support for IIS Executive Leader’s home offices, including LAN/WLAN and home A/V systems as necessary
  • Familiarity with Video Teleconference hardware and underlying software (Polycom Real Presence, Skype)
Required Education (including Major): Bachelor of Science degree in CS, IT, IS, Cyber or applicable STEM discipline. Equivalent work experience in an enterprise level IT Service Delivery capacity will be considered.

Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.