Audio Visual/Video Teleconference (AV/VTC) Specialist

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Secret

Suitability:

Public Trust/Other Required:

None

Job Family:

Systems Administration

Job Qualifications:

Skills:

Audiovisual Communications, Audiovisual Productions, Audio Visual Services, Audiovisual Systems, Audiovisual Technology

Certifications:

CompTIA Network + - Comp Tia Security + Certification

Experience:

3 + years of related experience

US Citizenship Required:

Yes

Job Description:

Audio Visual Technician

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. 

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day.  We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on an Audio-Visual Technician joining our team to support the National Guard activities at Arlington, VA.

At GDIT, people are our differentiator. We are seeking a customer service centered Audio-Visual Technician to provide timely and professional Tier I-II support to users.  To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter, completing tasks on your own, working together is critical in this role. You will be interfacing with users and senior staff. Therefore, you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism. Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help. Install, modify, and repair computer hardware and software.

How the Audio/Visual Specialist will make an impact:

• Configures, operates, and troubleshoots all audio/video equipment used in the execution of VTC’s, live events and MS Teams meetings.
• Collaborating with clients to determine AV needs before an event
• Transporting, setting up and connecting all AV equipment for live performances
• Testing of AV equipment to ensure systems are operational
• Cleaning, repairing and maintaining of equipment
• Provide technical assistance to users of AV equipment; train end users on the proper use of hardware and software.
• Manage and use Outlook calendar and ticketing system to:

• Proactively check ticket queue for new emails and create and assign tickets for those emails.
• Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned.
• Escalate tickets as needed.
• Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction. 
• The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
• Notify the team lead of all VIP requests for support that require additional resources which result in a delay of resolution.

• Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
• Preparing accurate documentation to support and maintain a working knowledge base of VTC processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides as instructed by team lead.
• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
• Maintains a high-level of customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism while interfacing with users and senior staff members in person, on the phone and/or email.
• Demonstrate excellent communication skills, both verbal and written to support incoming customer support cal