As the selected VTC Scheduler/Technician, you will be responsible for performing the following (not limited to): • Facilitation of a secure VTC calls globally • Work within help desk ticketing system to document all work performed and communication with clients • Monitoring the VTC support queue and assigning tickets to appropriate resources for troubleshooting and ticket resolution • Assist in troubleshooting and repairing hardware and network connectivity issues • Being knowledgeable and experienced with current VTC and A/V equipment • Daily use of Cisco Telepresence Management Suite (TMS) • Endpoint and conference room availability review and tracking • VTC Conference building and modification • Coordination of availability with conference participants • Addition of endpoints/rooms to existing conferences • VTC resource conflict resolution • Conference testing with participants during defined timeframes • Coordinate room testing with Facilitators to identify A/V issues • Identification and prioritization of VIP level calls • Coordination with 3rd party VTC resources • Engage VTC Facilitators, as need, for any required VTC support • Real time monitoring of VIP level conferences (if requested) • Monitor and process Capabilities Service Desk tickets Qualifications: • Certification to meet DoD 8570 Level II should your position require it • HS or equivalent + 5 yrs related experience (min of two years’ experience supporting and troubleshooting VTCs in Government environment preferred) • Active TS/SCI with poly clearance • The successful candidate should have a strong back ground with Cisco Telepresence Management Suite, Cisco Meeting Management, Microsoft Skype for Business, and/or VC Wizard • Prior ticketing experience, such ServiceNow or SM9 • Ability to provide excellent customer service in person, over phone, through email, and using remote tools • The candidate must be a quick learner and be able to expeditiously, and efficiently troubleshoot problems.
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 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.