AV Support Technician Lead

AV Lead Technician to support one of our federal clients at Scott AFB 

This position requires a Top-secret security clearance. 

Overview:

This position will manage and support the Audio Video duties at DISA Global. The AV Lead Position will assist in scheduling, facilitating, and operating command level briefs and events. The AV Lead will sync with DISA Global CAG (Commanders Action Group) each morning to ensure proper AV support is supplied for the days briefs. They will work tickets that are escalated to their group. They provide a quality customer experience, vulnerability mitigation and documentation, network security investigations/forensics, biweekly Change Advisory Board participation, attend weekly teleconferences, incident escalation, and tracking trouble tickets via GTMS and/or ITSM.

Skills & Abilities:

• Knowledge of Window Server 2012 and 2016
• Knowledge of Windows 10 support & technical troubleshooting skills
• Knowledge of all Microsoft Office 2016 / 365 applications
• Excellent written and verbal business communication skills with ability to concisely communicate issues to management, users and peers with diverse backgrounds and cultures
• Large team experience with proven ability to follow direction and contribute ideas to achieve team goals and improve processes
• Ability to follow & enforce established processes and security guidelines and effectively communicate them to users
• Ensure exceptional customer service & support with prompt problem resolution, ticket management and follow-up with users
• Candidate must be reliable, on-time and able to complete tasks by target dates
• Maintain a professional work ethic & demeanor
• Excellent organization & time management skills
• Candidate must be self-motivated, driven to learn with a focus on continuous improvement
• Lift 50+ pounds of equipment

Responsibilities:

• Provides input to deliverables as required
• Work with Global Service Desk to resolve/solution and track open service tickets
• Enter, retrieve, forward, edit, and close service tickets using Service Now ITSM+ Remedy

• Provide Level-2/3 support and troubleshooting to resolve issues.
• Maintain conference rooms to ensure 100% functionality
• Train team members on AV systems
• Ensure all AV briefs and events are covered daily
• Monthly AV status report
• Monthly conference room baseline status report 
• Provide Command Level AV support (run DCS and GVS meetings)
• Have the ability to configure, manage, and administer nuances of M365 Teams and the integration of M365 Teams as a primary source of organizational collaboration.
• Responsible for completing room setup for these meeting/conferences/town hall meetings/training classes.  Setup shall include configuring and testing all A/V aspects of the event (phones, VTC, audio, network connectivity, etc.). 
• On-site hours for this job are 0600-1530, Monday through Friday. On-call hours are 1601-0559, Monday through Friday, as well as on-call 24 hours per day during weekends and holidays.

Certs Required:

A+ or Network + Preferred