VTC Tech

Job Overview VTC Technician – Full‑time position located in Los Alamos, NM. The role requires a DOE Q or Top Secret clearance and U.S. citizenship. The technician provides Video Conferencing support for NNSA customers worldwide, including self‑help portals, remote service desk resolution, and in‑field customer engagement. Responsibilities Install, repair, and troubleshoot video display equipment such as cameras, microphones, audio and video components. Develop and document standard operating procedures for accessing and using video display systems. Maintain and improve customer services by evaluating service delivery procedures. Promote a positive and respectful workplace and collaborate with team members. Handle customer escalations and act as a liaison with government/client officials. Possess current working knowledge of VTC/AV components, equipment, and collaboration software (MS Teams). Support Video Conferencing services for NNSA End‑Users, including planning, assessment, implementation, training, and ongoing management. Configure, operate, and troubleshoot all audio/video equipment used during VTCs and MS Teams meetings. Collaborate with clients to determine AV needs before events. Provide technical assistance to users of VTC equipment and train them on proper use of hardware and software. Monitor the ticket queue, create and assign tickets, ensure timely resolution, and manage ticket documentation. Document solutions, including problem details, resolution steps, user information, and completion time. Prepare accurate documentation to support and maintain a knowledge base of VTC processes, guidelines, compliance issues, and reference guides. Document, maintain, and store information such as as‑built diagrams, SOPs, and job aids. Identify opportunities to improve customer satisfaction. Qualifications Associate’s Degree (substitutions based on additional experience). 8+ years of related experience. Expertise in Video Teleconferencing services, end‑user support, and troubleshooting/problem solving. Security clearance: DOE Q or Top Secret. Strong written and oral communication, leadership, strategic planning, organization, and problem‑solving skills. U.S. citizenship required. Location: Los Alamos, NM. Benefits 401(k) with company match. Comprehensive health and wellness packages. Paid vacation, paid holidays, paid parental, military, bereavement, and jury duty leave. Short and long‑term disability, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance. Salary The likely salary range for this position is $73,965 – $97,750. Job Details Weekly hours: 40. Travel required: 10‑25%. Telecommuting: Onsite work. Location: USA, NM, Los Alamos. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans #J-18808-Ljbffr