VTC / AV SUPPORT TECHNICIAN

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Description

Empower AI is seeking an experienced VTC / AV Support Technician to analyze, configure, administer, optimize, and sustain conference room, executive, classroom, and event audio-visual and video teleconferencing systems for a Department of War agency supported by an enterprise IT Customer Support Services program. The technician determines root cause of A/V and VTC faults and the appropriate resolution, decides the technical configuration required for each session and event across NIPRNet, SIPRNet, and JWICS enclaves, evaluates VTC Service Readiness and determines preventive and corrective actions, designs and implements equipment installations within engineering direction, develops user guidance, and serves as a technical subject matter expert providing consultative recommendations regarding system performance, operational readiness, standards, and service improvements. The position requires consistent exercise of discretion and independent judgment with respect to matters of technical significance.

THIS IS AN ONSITE ROLE IN BOYERS, PA WITH UP TO 15% OF TRAVEL INVOLVED.

JOB DUTIES:

• Analyze audio-visual and VTC system faults to determine root cause and independently determine the appropriate resolution approach, including repair, reconfiguration, programming modifications, risk mitigation, and escalation strategies.
• Determine the technical configuration required for conference room, executive, classroom, and live event sessions and evaluate alternative approaches to meet operational requirements.
• Evaluate VTC Service Readiness, identify systemic issues and trends, determine preventive and corrective actions, and establish technical priorities to maintain availability standards.
• Assess training facility and classroom technology requirements, determine technical solutions, and resolve complex issues through independent analysis and judgment.
• Design and implement installation and configuration of new or replacement A/V and VTC equipment, including determining rack layouts, cabling approaches, device programming parameters, integration requirements, and technical documentation.
• Evaluate A/V and VTC equipment, firmware, cybersecurity compliance, interoperability, and operational effectiveness; recommend remediation plans and modernization opportunities.
• Develop user guides, technical standards, best practices, quick-reference materials, and orientation content for executive, staff, and instructor audiences.
• Analyze recurring room and event issues and provide recommendations concerning equipment, configuration, operational procedures, and service-delivery improvements to management.
• Serve as a technical resource for customers, project teams, and management by providing expert guidance on VTC and A/V capabilities, limitations, risks, and operational impacts.

REQUIREMENTS:

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Demonstrated ability to work independently, analyze complex technical problems, evaluate alternative solutions, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Must be a U.S. Citizen.
• Must have an Active Top Secret Clearance (favorably adjudicated T5/T5R) to start; this is a Privileged User position.
• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 3 years of experience supporting enterprise audio-visual and video teleconferencing systems in conference room, classroom, or event environments.
• Hands-on experience with Cisco and/or Poly VTC endpoints and infrastructure (e.g., CUCM, Expressway, TMS, Webex/Zoom for Government room systems) and with displays, projectors, cameras, microphones, audio DSP, and control systems (e.g., Crestron, Extron, AMX).
• Understanding of IP networking as it applies to VTC (SIP, H.323, QoS, firewall traversal) and basic call troubleshooting.
• Demonstrated ability to support senior executives and live events with poise and minimal disruption.
• Ability to lift and move equipment up to 50 pounds, work on ladders, and travel to regional sites as pre-approved (up to 15% of the time).
• Flexibility to support early-morning, evening, and occasional weekend events and maintenance windows.
• Strong customer service, documentation, and communication skills.

DESIRED SKILLS:

• AVIXA CTS or CTS-I, Cisco CCNA/CCNP Collaboration, Crestron or Extron certification, or CompTIA Network+/Security+ CE.
• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures.
• Experience supporting Department of War (DoW), DoD, or Intelligence Community secure VTC environments.
• Experience with Adobe Connect, Microsoft Teams Rooms, Zoom for Government, and hybrid meeting platforms.
• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform.
• Familiarity with DISA STIGs for VTC systems and ACAS vulnerability remediation.
• Experience supporting instructional technology in training centers or classrooms.

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.