VTC Technician

Job Description

Job Description

About INflow Federal - founded in 2013, INflow Federal is a mission-driven small business delivering cutting-edge solutions to the Department of War (DoW) and Joint Force operations across 20+ states. Our strength comes from our people - especially the Veterans who make up over 50% of our workforce. Through our Veteran Outreach Program and employee-first culture, we invest deeply in professional growth, well-being, and innovation. Known for our agility, transparency, and integrity, INflow combines real-world experience with emerging technologies like AI/ML to help our customers lead in a rapidly evolving defense landscape. We empower both our employees and mission partners to stay ahead - driving smarter, faster, and more secure outcomes.

Video Teleconferencing Operations Center (VTOC) Technicians provide Tier I – Tier III support. The VTC Technician role is critical in ensuring seamless, secure, and reliable enterprise communication. Operating within the VTOC, this position is responsible for the end-to-end lifecycle of video teleconferencing operations, from initial scheduling and endpoint installation to live session monitoring and advanced troubleshooting. The ideal candidate will be highly responsive, capable of managing complex escalations with engineering teams, and proficient in maintaining accountability through the Service Plus ticketing system to drive continuous system improvement.

Operations & Incident Management

• Monitor Live Sessions: Actively monitor VTC sessions, hardware, and conferences using the Cisco TMS and CMS to preemptively identify audio/video issues.

• Tier I–III Support: Act as the first responder for VTC issues. Provide immediate remote support (via VNC Viewer or TMS remote control) and in-person technical assistance when required.

• Ticketing & Trending: Leverage the Service Plus ticketing system to maintain strict accountability of problems and resolutions, identifying trends to recommend system improvements.

Scheduling & Event Coordination

• Event Management: Schedule and manage local and remote AV/VTC events, including the reservation of physical room space across NCE Campus East and West.

• Network Coordination: Resolve scheduling conflicts for NGA conference rooms across multiple networks.

• Secure Comms: Schedule Joint Worldwide Intelligence Communications System (JWICS) VTCs for external agencies using the integrated JWICS scheduling system.

• Session Services: Assist customers with recording VTC sessions as needed.

Engineering & Installation

• Lifecycle Management: Perform new hardware installations, implement software/firmware upgrades, and modify existing setups across multiple vendor models of collaboration endpoints.

• Escalation: Collaborate seamlessly with engineering teams to resolve complex or out-of-scope issues.

Documentation & Training

• Technical Writing: Develop and maintain operational documentation (step-by-step troubleshooting guides) to be utilized by varying levels of support staff.

• Education:  Associate degree (AA or AS).
• Certification: DoD 8140 IAT Level II compliance or higher.
• Certification: Security+ Certification.
• Experience: 3+ years of progressive experience in A/V operations, IT support, or VTC administration.
• Technical Proficiency: Hands-on experience with Tele-presence Management Suite (TMS), CMS, CMM, VNC Viewer, Service Plus Ticketing System, and multi-vendor collaboration endpoints. Additional proficiency with devices from manufacturers such as AMX, Extron, Crestron, and Planar.

• Active TS/SCI

Other Notes

• Some travel may be required: Must have valid driver’s license and transportation. This is subject to change at the direction of the customer.
• If accommodation is needed with your application or the interview process for applicants with disabilities, please contact Human Resources at View phone number on ziprecruiter.com.
• Candidate must have the ability to lift up to 50 lbs.
• Must have willingness to perform duties not listed in the job description as required by INflow and our customer.

Citizenship Requirements

* Please note that INflow Federal is a defense contractor. Pursuant to our government contracts, candidates must be US Citizens to be considered for employment.

Diversity and Inclusion

INflow provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This commitment applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leaves of absence, compensation, and training. Job applicants and employees are evaluated solely on job-related qualifications and experience.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.