VTC Collaboration Support Technician

Job Description

Job Description

Position Summary

This is an ONSITE position located in Alexandria, VA.

National Capitol Contracting (NCC) is seeking an energetic  VTC Collaboration Support Technician  to join our team. This role is responsible for supporting the United States Patent and Trademark Office (USPTO) Patent Trial and Appeal Board (PTAB) and Trademark Trial and Appeal Board (TTAB). This may include engineering, scheduling, testing, configuring, coordinating, and supporting all hearing connections across regional hearing rooms, remote participants, counsel, judges, and external locations to ensure reliable, secure, and seamless hearing operations.

The ideal candidate possesses strong collaboration technology experience, excellent troubleshooting skills, and a solid understanding of Cisco collaboration platforms, live event support, audiovisual systems, and customer service in a mission-critical environment.

Essential Duties and Responsibilities

• Serve as the primary technical support resource for PTAB and TTAB hearings and events by engineering and coordinating all video conferencing connections between hearing rooms, regional offices, remote participants, Counsel, and Judges.
• Schedule, configure, and coordinate all hearing connections for in-person, hybrid, and virtual hearings utilizing Cisco collaboration technologies and supporting applications.
• Perform daily operational testing and verification of all local and regional hearing room codecs, audiovisual equipment, microphones, cameras, control panels, Cisco endpoints, and associated collaboration systems to ensure operational readiness.
• Conduct pre-hearing connectivity testing with remote Judges, Counsel, regional offices, and external participants to verify audio, video, presentation sharing, and network connectivity prior to scheduled hearings.
• Coordinate hearing logistics by distributing connection information, supporting CiscoWebExPhone Services, streaming services, hearing recordings, and remote participant access.
• Configure, monitor, and troubleshoot Cisco collaboration systems including WebExCloud, Cisco Control Hub, CiscoWebExPhone Services, hearing room codecs, Cisco Touch 10 devices, Crestron control systems, and related audiovisual equipment.
• Provide live operational support throughout hearings by monitoring connection quality, resolving technical issues, coordinating with Counsel and Judges, and ensuring uninterrupted hearing operations.
• Support public livestreaming and recording services utilizing VBrickStreaming Services and other approved collaboration technologies.
• Collaborate with Hearings staff, Audio Visual personnel, Unified Communications teams, network engineers, and outside technical contacts to resolve connectivity, network, and equipment issues before and during hearings.
• Perform Tier 1 troubleshooting for audiovisual, collaboration, codec, streaming, and network-related issues; document incidents, collect diagnostic logs, and escalate issues requiring higher-level technical support.
• Maintain hearing readiness by documenting operational issues, participating in post-hearing evaluations, recommending process improvements, and assisting with implementation of best practices.
• Provide exceptional customer service to Judges, Staff, Counsel, and external participants by serving as the primary technical point of contact throughout the hearing process.
• Remain current with emerging collaboration technologies, webcast solutions, and audiovisual best practices to continually improve hearing operations.
• Operate as an essential T-Shaped resource for the Collaboration Services Division

Minimum Requirements

• Ability to obtain and maintain a Public Trust clearance (must be able to pass a criminal background and credit check).
• Experience coordinating and supporting complex video conferencing environments, hearings, meetings, hybrid events, or live productions.
• Experience scheduling hearings or similar legal or judicial proceedings and coordinating technical connection information for multiple participants.
• Knowledge of Crestron control systems, audio visual equipment, microphones, presentation systems, and conference room technologies.
• Technical aptitude with audio visual equipment, event technology, webcast operations, and troubleshooting technical issues during events.
• Experience supporting livestreaming and recording platforms such as VBrickStreaming Services or similar enterprise streaming technologies.
• Experience testing and supporting CiscoWebExPhone Services 
• Working knowledge of Cisco collaboration technologies including CiscoWebExCloud, Cisco Control Hub, Cisco codecs, Cisco Touch 10 devices, and associated collaboration infrastructure.
• Technical proficiency with Microsoft Outlook, Microsoft Teams, Microsoft Word, Microsoft Excel, Cisco collaboration platforms, and related enterprise technologies.
• Excellent written and verbal communication, interpersonal, organizational, and planning skills.
• Ability to work with outside vendors to ensure customer satisfaction across all events.
• Ability to manage multiple simultaneous hearings while maintaining exceptional attention to detail and customer satisfaction.

Environment/Physical Demands

• Requires the ability support event setup and equipment placement, operate computer systems and collaboration technologies for extended periods, and provide onsite technical support in multiple hearing room environments.

Compensation

$70,000-$75,000

The compensation range listed for this position is provided as a good-faith estimate of what the company intends to offer for this role. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, budget, market data, and relevant laws.

NCC provides reasonable accommodations to qualified individuals with disabilities. If you are an applicant that requires a   reasonable accommodation, please email us and reference the position in your email.

NCC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristic. E-Verify Employer. VEVRAA Federal Contractor.