Video Teleconferencing Support Technician

Job Title: Video Teleconferencing Support Technician
Location: USFF Norfolk, Virginia (On-Site)
Clearance: Secret
Program: HQ IT Support Contract

Company/ Program Description:
Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service, we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do.

This role will be supporting the U.S. Fleet Forces Command (USFF) Headquarters (HQ) at USFF Norfolk, Virginia at a Government facility/site. As a member of their USFF Communications and Information Systems Division (N6) Support Team, you will significantly contribute to Navy Fleet Readiness and Homeland Security. The team is involved in information technology (IT) support tasks including but are not limited to Program Management support, Network Engineering support, Maritime Operations Center/Tactical Systems support, Video Teleconferencing and Audio/Visual support, Portal Management and Application Development support, Staff IT Business Process/IT Services support, Satellite Communications Planning support, Information Assurance (IA)/Certification and Accreditation support, Database Administration support, Communications Security/EKMS support, and general IT support, as well as maintenance, updating and enhancement of developed application/software.

Job Responsibilities:
• Facilitate expert-level customer and technical support by resolving highly complex issues through advanced configuration, troubleshooting, and analytical problem-solving.
• Responsible for organizing and scheduling various VTC appointments using multiple tools and connectivity methods to maximize the use of available resources.
• Ensures all participants are informed of appointment details and any updates or changes.
• Provide support, administration, and management of all USFF-owned and managed classified systems supporting USFF VTC operations.
• Perform scheduling, monitoring, and Tier I operations and maintenance for secure VTC systems.
• Coordinate and establish VTC sessions while conducting routing operational testing and fault isolation on VTC electronic systems and equipment.
• Optimize system performance and resource utilization while assisting users with system access and operation.
• Continuously monitor all system components and take appropriate corrective actions to restore and maintain operational readiness.
• Maintain a minimum of 98% operational readiness for USFF VTC systems by actively monitoring system health, troubleshooting issues, and implementing corrective actions while ensuring full compliance with all applicable industry, Navy, and DoD VTC standards, policies, and operational requirements.
• Demonstrate strong time management and accountability by consistently meeting scheduling deadlines, coordinating with stakeholders, and ensuring all scheduled events are properly organized, communicated, and executed without delays.
• Possess experience supporting high-ranking and demanding customers and their staff by providing professional, timely, and detail-oriented service in fast-paced and high-visibility environments.
• Implement professional multimedia presentation and VTC support by performing the setup, operation, maintenance, and configuration management of conference rooms, operation centers, and desktop VTC units to ensure reliable and effective communication capabilities.
• Installing, configuring, and maintaining VTC Cisco related endpoints.
• Installing and configuring VTC applications, system software and upgrades.
• Analyze existing AV and VTC systems and provide consultation and recommendations for upgrades that improve operational efficiency and ensure global interoperability. This responsibility includes systems supporting the USFF Maritime Operations Center.
• Rapidly identify know problems and implement effective corrective actions to restore system functionality, minimize operational disruptions, and ensure continued mission support.
• Independently resolve complex technical and operational problems while keeping the supervisor informed of significant or potentially controversial issues.
• Operate within broadly defined guidelines that require the use of advanced judgment, technical expertise, and resourcefulness to develop effective solutions.
• Apply innovative approaches and adopt established practices when necessary to address unique challenges and support mission success.

Job Requirements:
• Perform excellent problem-solving and customer service skills, along with comprehensive knowledge of AV and VTC hardware, software, and network connectivity.
• Possess expertise in scheduling and coordinating VTC sessions within complex bridging environments, including hands-on experience troubleshooting and debugging interoperability issues between VTC bridges and endpoints.
• Maintain practical experience in the setup, configuration, maintenance, and troubleshooting of audiovisual equipment, including displays, microphones, cameras, and video distribution systems, ensuring reliable system performance and effective communication capabilities.
• Bring prior experience in a Help/Service Desk or customer service environment, providing technical support, resolving user issues, and ensuring seamless service delivery.
• Demonstrate the ability to handle challenging situations, communicate effectively, and maintain professionalism under pressure while supporting mission and organizational objectives.
• Bring more than five years of functional and technical experience supporting enterprise-level video teleconferencing (VTC) systems, including CISCO platforms.
• Demonstrated experience includes system configuration, troubleshooting, session coordination, and ongoing operational support to ensure reliable, secure, and efficient communication capabilities.
• Exhibits in-depth knowledge of Cisco Unified Communications technology, including the ability to configure, operate, and maintain key Cisco VTC components. Experienced with Cisco Unified Communications Manager (CUCM), Video Expressway Core and Edge servers, Cisco Meeting Servers (CMS), and Cisco Meeting Management (CMM).
• Skilled in managing, troubleshooting, and optimizing these systems to ensure reliable, secure, and efficient video teleconferencing and collaboration capabilities.

Education:
• High school diploma or equivalent, with education or practical experience in a career field or community program related to Information Technology (IT).

Certification:
• IAT II certification (typically CompTIA Security)
• Video Infrastructure Implementation (VII) v2017

Security Clearance:
• Must have an active secret clearance