UDS Video Teleconferencing Operations Center (VTOC) Network Engineer provides Tier I - Tier III support. The VTOC team monitors all VTC sessions, conferences, and VTC hardware, troubleshoot and resolve issues as they arise during video conference calls, escalating and collaborating with engineering teams from other contracts when as needed. The VTOC Network Engineer leverages the Remedy ticketing system to maintain an efficient accountability of system problems and resolutions to assist in identifying trends and system improvements.
Provide VTC Operational Support for all NGA Campus East and West conference rooms and private offices
Perform new installations, implement upgrades, modify existing installations on multiple vendor models of collaboration endpoints
Scheduling and managing local and remote AV/VTC events, to include scheduling of physical room space when required
Assist customers with scheduling conflicts of NGA conference rooms and or VTCs on multiple networks
Develop documentation such as diagrams, troubleshooting guides, and topology diagrams to be utilized by different levels of support staff for troubleshooting.
Schedule Joint Worldwide Intelligence Communications System (JWICS) VTCs using the JWICS scheduling system integrated with TMS for external Agencies
Monitor VTCs using the Tele-presence Management Suite (TMS)
Monitor live VTCs for audio/video issues
Take remote control of ongoing VTCs for additional customer support
Provide remote support using VNC Viewer
Provide in person technical support when required
Act as first responders (identify problems)
Resolve scheduling conflicts as they occur
Assist with recording of VTC sessions
Provide customers with individual/group training upon request.
Generate Tier 1-3 incident tickets in ServiceNow
Provide Closed Captioning Support for all Tier 1 VTC for the hearing-impaired community
Provide user education and training on VTC equipment and other basic hardware and software functions
Excellent troubleshooting capabilities and strong communication skills.
Strong work ethic and attention to detail
Strong time management skills and ability to work flexible schedules to meet job requirements
Ability to work independently on projects and/or tasks
Education & Experience:
Bachelor’s Degree and 8+ years of prior relevant experience or a combination of years of experience and education in lieu of degree.
About Our Work
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.