Site Support II

We are seeking an experienced, detail-oriented, and versatile professional to join our team as a Technical Services Specialist – Level II with a primary focus on IT systems support, troubleshooting, and optimization. This elevated position builds on the Level I role by incorporating increased responsibility for diagnosing complex IT issues, managing system deployments, and ensuring network and systems integrity, while still encompassing secondary responsibilities for Audio Visual (AV) and Video-Teleconferencing (VTC) support. If you are a driven individual with advanced IT skills and thrive in a dynamic, fast-paced environment, this role offers exciting opportunities to grow and contribute to innovative solutions supporting our mission! This is an onsite position in Indianapolis, IN. 

Role Overview – Site Support

• Serve as a technical escalation point for diagnosing and resolving advanced IT issues, including computer systems, software applications, networked equipment, and wireless systems.
• Lead system imaging, hardware deployment, and asset documentation to ensure compliance with organizational standards.
• Take ownership of IT support tickets, ensuring timely resolution and customer satisfaction while adhering to established service-level agreements (SLAs).
• Establish and maintain detailed asset management records within a ticketing system. 
• Local POC for AV system installations, upgrades, and integrations tailored to customer needs.
• Assist with AV and VTC event scheduling, setup, system testing, and real-time troubleshooting to ensure flawless execution.
• Troubleshoot and implement advanced technical solutions for AV/VTC hardware and software issues to enhance system performance and customer satisfaction.

Role Overview – Program Directed work

• Strong understanding of the Cybersecurity Maturity Model Certification (CMMC).
• Maintaining lab computers, laptops, and systems to be able to house CUI.
   

Required Education & Experience:

• AA Degree in related discipline and 1+ year of experience, or a high school diploma and 2+ years of related experience. 
• Must be a US Citizen.
• Strong proficiency with VTC platforms (e.g., Cisco Webex, Zoom, Microsoft Teams) and AV control systems (e.g., Crestron, AMX, Extron).
• Advanced troubleshooting skills for diagnosing IT, AV, and networking issues in fast-paced, dynamic environments.
• Exceptional interpersonal and communication skills to collaborate with clients, stakeholders, and team members effectively.
• Ability to prioritize tasks and manage multiple assignments in high-pressure situations.
• Familiarity with AV industry standards and eagerness to stay current with emerging technologies and best practices.

Certifications:

• Must be able to obtain CMMC 2.0 Level 1 cert in first 90 days
• CompTIA certifications a plus
• CTS cert by AVIXA a plus

Required Clearance:

• Must be eligible to obtain and maintain a Secret-level security clearance.