Minimum Clearance Required to Start:
Percentage of Travel Required:
Up to 10%
Type of Travel:
This position requires a blend of enthusiasm, great interpersonal skills, commitment, and a willingness to go the extra mile as part of the Vanguard 2.2.2 project. This is a dayshift position Monday through Friday with after-hours support. Technician must provide technical support for Cisco Webex and conduct routine maintenance of video cameras, and VTC associated equipment.
What You’ll Get to Do:
Responsible for collection of incident information through customer conversation, and self-service support tools for Cisco Webex. Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.
Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
Communicates promptly on progress.
Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
Executes against established Service Level Agreements (SLA).
Documents resolutions and updates self-help and staff knowledge bases. Alerts management to recurring problems and patterns of problems.
Provide statistics for the weekly Service Desk report on call trends.
Duties and Responsibilities:
Coordinates all aspects of conference room audiovisual and video teleconferencing facilities in order to satisfy user video teleconference and conference requirements.
Determines audiovisual equipment and teleconference facility setup requirements, based on users' needs, system capabilities, and accepted production and presentation techniques.
Collects, compiles, and maintains local facility data necessary to produce system reports on utilization, system performance, and maintenance.
Receives and responds to reservation requests for VTC and conference room requests and enters them into an automated PC based reservation system.
Installs hardware and software related to conference room audiovisual and video teleconferencing facilities and maintains associated network, computers, peripherals, and audio and/or video equipment.
Determines users' visual aid requirements and ensures that they are produced in the proper format and aspect ratio for transmission. Reviews and responds to user requirements for videotapes.
Tests facility audiovisual and VTC equipment to ensure proper operation and configures equipment and venues to accommodate special user needs.
Monitors, reviews, and analyzes overall VTC equipment and system performance to ensure its satisfactory operation.
Troubleshoots network or facility equipment impairment and makes repairs and/or identifies need for contracted support.
You’ll Bring These Qualifications:
Requires understanding and ability to apply standards, principles, theories, and technical concepts obtained through advanced education combined with experience.
Knowledge of relevant IT tools such as a ticketing system.
Preferred experience supporting mobile devices within a user environment.
Typically has a HS diploma or equivalent experience and minimum 1-2 years of related work experience.
Must have a DoD Secret clearance. (US Citizenship is required)
What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.