VTC Scheduler

Maryland
Posted 4 months ago

JOB TITLE: VTC Scheduler
LOCATION: Maryland

GENERAL JOB DESCRIPTION:

  • Provide specialist helpdesk support and scheduling assistance to a Federal Government client.
  • Assist customers with scheduling, testing, troubleshooting, monitoring, and conducting IP, SIP, and ISDN point-to-point and multipoint VTC sessions
  • Provide excellent customer service to SSA employees through the Help Desk call queue, email, and Instant Messaging applications
  • Connect, validate, and actively monitor VTC performance to ensure that both audio and video are functioning properly for the duration of the bridge reservation
  • Assist with Tier 1 troubleshooting of bridge calls and point-to-point VTC calls
  • Provide video reservation and video endpoint training to users
  • Create and deliver various reports on bridge or endpoint usage and attributes
  • Assist the customer with the assembly, configuration, and provision of video systems for the network
  • Escalate any infrastructure or network issues to Tier II techs, Project Engineers, Program Manager, and/or the Senior Field Engineer
  • Maintain video system inventory in the agency’s Asset Management Configuration System (AMCR)
  • Draft Standard Operating Procedures (SOP) for VTC operations
  • Participate in any administrative or technical projects assigned by management

QUALIFICATIONS FOR THE JOB:

EXPERIENCE:

  • Minimum of 2 years of VTC technical support
  • Minimum of 2 years of VTC scheduling experience
  • Knowledge of VTC scheduling experience
  • Excellent customer/ client support skills
  • Relevant experience in team management, architecture/design, space planning, project management. Requires excellent organizational, communication and client relationship skills to interact with various leadership levels and Business Partners. Demonstrates a working knowledge of various furniture systems.

PREFERRED QUALIFICATIONS:

  • Prior experience working on a Federal Government contract

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