Senior Video Conference Support Technician - 1980 - KeyLogic Systems

Position: Senior Video Conference Support Technician
Location: Albuquerque, NM
Salary Range: $53,000 to $63,000 per year
Clearance: Active Q Clearance

KeyLogic is seeking a Senior Video Conference Support Tech who shall provide support to our customers on the classified and unclassified networks. The candidate will respond to service desk ticket requests by resolving or assisting in determining root cause of software, hardware & network issues, and engaging with system administrators.  They will work closely with a team of people to help design and improve the way we work and deliver IT service management to our mission partners.  They will manage user accounts and perform other IT administration needs.  In addition, they will provide functional and business process testing.   The bulk of this position will be doing desktop support functions for customers on both the classified and unclassified networks in both a Windows and Linux environment and audio-visual system support.  This position will work closely with other departments and a successful candidate will be able to work with both technical and non-technical team members.

Responsibilities:

• End user support and setup of Videoconferences and Videoconference equipment.
• Secure Videoconference bridge and meeting setup support within the DOE/NNSA Enterprise Secure Network and DoD Secure Network Environments
• Windows Desktop support
• Troubleshooting End User software such as MS Office, Adobe Acrobat, Virtual connections
• Inventory management in a highly classified environment.
• Assisting customers with hardware acquisition – making recommendations on hardware purchases based on each use case.
• Testing of software and patches in user environment and reporting back on any issues found
• Installation of A/V equipment

Qualifications:

• Education/Experience – AS Degree in IT Field + 5 Years of experience
• Must be a US Citizenship
• Ability to obtain and maintain a U.S. Department of Energy SCI security clearance.
• Must have Active Q or DOD Top Secret to start.
• Must be able to obtain a SCI for onsite support
• Must be willing to take and pass a Polygraph, if necessary

Required Skills:

• Skills utilizing software diagnostic tools and the ability to conduct appropriate troubleshooting processes and conduct appropriate upgrades
• Ability to understand the application and utilization of software packages, maintain accurate records
• Ability to research, assemble, and evaluate information or data regarding industry practices or applicable regulatory changes and recommend sound, practical solutions to complex issues
• Ability to define equipment requirements based on user/client needs, cost, and required integration with existing applications, systems, or platforms
• Ability to define technical standards and functionality tests, and to develop specifications, prototypes, or initial user guides
• Excellent customer service and communication skills with customers and vendors
• Ability to work well in a collaborative team environment
• Ability to work in a fast-paced environment
• Install and troubleshoot IT resources including television, telecom and Audio Visual (A/V) equipment as well as establish, and manage user accounts, upgrade, and patch software/firmware.
• Experience with Microsoft Teams, Skype, and other Teleconferencing programs
• Chosen candidate will be required to obtain Security+ certification within 6 months of hire.

Desired Skills:

• Windows and Linux system administration experience
• Familiar with VMware / Virtual Machine environment
• Familiarity with Telephony troubleshooting and protocols
• Organized individual with self-drive to complete tasks