JOB DESCRIPTION: SAIC is seeking qualified candidates for the role of VTC Operator in support of the U.S. Army Corps of Engineers (USACE) – Information Technology (IT) program. This position can be located in Vicksburg, MS, Hillsboro, OR, or 100% Remotely.
ABOUT THE PROGRAM:
The Army Corps of Engineers – Information Technology (ACE-IT) provides secure enterprise-wide IT and information management support services to more than 37,000 USACE end users located throughout the Continental U.S. (CONUS) and outside the Continental U.S. (OCONUS).
ACE-IT is the enterprise IT service delivery team for the U.S. Army Corps of Engineers, supporting mission requirements using a site-specific support model aligned along the USACE Regional Business Centers.
ACE-IT provides direct on-site command and control, coordination, planning, and operations and maintenance support for routine and emergency IT services. SAIC is actively seeking personnel to support USACE headquarters locations in Washington, DC; Vicksburg, MS; Huntsville, AL; and Hillsboro, OR; across other USACE locations; and virtual positions.
DUTIES & RESPONSIBILITIES:
Utilize Remedy for monitoring priority, relevant information, coordination of endpoints (USACE, Military, State/City Governments, universities, etc) and scheduling of VTCs for all USACE locations worldwide, and resolution of ticket.
Utilize Outlook appointments to forward dial in information to requestor, local support and non-Corp support POCs.
Maintain ACE-IT VTC calendar of scheduled VTC conferences.
Interact daily with multiple customers from multiple sites across the world, including USACE, Department of the Army agencies, military bases, universities, city/state governments, that require in-depth coordination and troubleshooting to make a successful VTC occur.
Maintain data within CISCO Telepresence Management Suite (TMS) for VTC units registered to either CISCO Call Manager or CISCO Video Communications Core (VCSc) gatekeeper, and calls connecting the VTC bridge or CISCO Meeting Server.
Maintain the Configuration Management Database (CMDB) updates for all registered Corp VTC units.
Identify and deliver required audio-visual service levels according to customer policies and user requirements.
Set-up, configure, test, maintain, monitor, and troubleshoot teleconferencing & video conferencing equipment, multimedia devices, televisions, monitors, projectors, recording equipment, speaker sets, and other presentation equipment.
Receive and respond to incoming calls, walkups, and/or e-mails regarding AV and VC software/hardware problems.
Perform onsite analysis, diagnosis, and resolution of complex AV and VC hardware problems for customer, and recommend and implement corrective solutions, including onsite repair as needed.
Document instances of AV equipment failure, repair, installation, and removal.
Troubleshoot AV issues using the appropriate testing tools; make repairs as necessary.
Create processes to effectively troubleshoot AV and VC issues onsite and over the phone.
Provide Tier I/Tier II contact and incident resolution to customers with hardware, software, and application problems.
Be able to quickly find alternative methods of connecting high profile VTC calls with utilizing various connection methods for non-Corp sites to connect to ACE-IT Enterprise VTC bridge.
Qualifications
REQUIRED QUALIFICATIONS:
Bachelor's degree & 2 years of relevant VTC experience.
Will also consider a high school diploma and 6 years of relevant VTC experience in lieu of a Bachelor's degree.
Must be proficient using CISCO Telepresence Management Suite(TMS).
Must be proficient using VQ Conference Manager (VQ)
Must be proficient installing and configuring CISCO WEBEX and Poly Group Series desktop and conference room systems
Must have good knowledge of Crestron Audio Video Control Systems.
Must understand Audio and Video Protocols and signal call setup
Must be familiar with transport protocols i.e. H.323 and SIP
Extensive knowledge in working at high tempo VTC environment.
Strong customer service skills and the ability to support high level General Officers, Senior Executive (SES) and Directors
CCNA Collaboration desired but not required.
CLEARANCE REQUIREMENT: Must have at least an Interim Secret Security Clearance to start work, and be able to obtain a Secret clearance.
Target salary range: $50,001 - $75,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
