Senior Video Conference Support Technician - Encantado Technical Solutions

Encantado Technical  Solutions 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.

• 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

• 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

WHY WORK AT ENCANTADO TECHNICAL SOLUTIONS?

Encantado is powered by our people. We believe that together, through teamwork, communication, and dedicated service, we can accomplish more than we could individually. If a culture of collaboration and growth is important to you, you’ll feel at home at Encantado. We offer clear opportunities for advancement and comprehensive benefit packages to help our employees and their families stay healthy and feel secure.

ABOUT US:

Encantado Technical Solutions (ETS) is an unpopulated joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors KeyLogic and Amentum. As ETS is unpopulated, employees will work for one of the four companies listed above.

It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.