Information Technology - Audio Visual Support

This position requires an active Secret clearance.

The Information Technology - Audio Visual Support shall provide Tier Two support for the EADS IT requests and resolve technology issues in an expedient manner. EADS requires support for approximately 400 users, 300 NIPR and 100 SIPR workstations, 60 printers, 50 mobile devices, 500 VoiP/VoSiP phones, and approximately 200 Video Teleconferencing events annually.

Compensation & Benefits:

Estimated Starting Salary Range for Information Technology - Audio Visual Support: Pay commensurate with experience.

Full time benefits include Medical, Dental, Vision, 401K, and other possible benefits as provided. Benefits are subject to change with or without notice.

Information Technology - Audio Visual Support Responsibilities Include:

• Take full ownership responsibilities of the resolution process from the initial contact with the User to resolution of the Incident, Problem or Service Request.
• Assume responsibility for Incident, Problem and Service Request resolution regardless of the party performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process.
• As with any IT operations, changes to operations should be expected. As such, this position shall support project associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements.
• Follow-up on resolved tickets to check quality, get user concurrence of ticket closure, and to report customer satisfaction.
• Work with operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in Incident Reports for all major incidents and unplanned service outages and submitted in writing to EADS management and the COR no later than seven days of the event or issue.
• Establish and maintain data in the EADS error tracking database daily; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents.
• Engage in 100% of Service Desk calls, Incidents and Services workflows, processes, and queues to immediately identify, prioritize and address performance issues that will impact the delivery of services to Users
• Ensure 100% non-IT requests are properly routed to appropriate support
• organizations.
• Support projects associated with making changes to the operational artifacts in response to governance, industry, or customer requirements.
  • This task includes account sponsorship to initiate new user documentation, training, access, and orientation processes.
  • AFFOR CSTs shall review user paperwork to 100% accuracy and submit to EADS CFP for creation within 48 hours of initiation of new user documentation.
• Provide a full range of hands-on IT-related support functions.
• Responsible for on-site support of computing devices (desktops, laptops, printers, etc.) and associated software.
• Configure, install, and troubleshoot approved laptops, desktops, printers, network- connected copiers, scanners, and other office IT equipment.
• Configure, install, and troubleshoot approved software elements including the operating system (OS). IAW government regulations.
• Maintain and upgrade software elements, including the OS. IAW government regulations.
• Troubleshoot software and hardware issues.
• Troubleshoot configuration problems.
• Assist users with application usage questions and concerns
• Escalate hardware repair/replacement issues to EADS representatives within 12 hours, if applicable.
• Report to the EADS representative weekly, as specified by the government, on all performance expectations.
• Provide first-look capability for cryptographic equipment items. Contractor shall be able to perform operator functions on data encryption devices to include several models of KG and KIV units and secure voice systems to include STE, vIPer, DRSN, SVoIP and ECVoIP devices.
• Perform first-look maintenance activities on information systems. If unable to correct computer or network problems, coordinate with the help desk for further assistance. Support Air Defense System Integrator (ADSI), Joint Range Extension (JRE), Global Command & Control Systems, BCS-F and CBC2 systems and other mission systems as required.
• Provide user support and first-look capability for the A/V and Secure Video Teleconferencing Capacity (VTC) systems at EADS.
• Maintain, update, and create draft technical documentation, policies, and procedures for ensuring continuity of knowledge and operations.
• This role shall meet these performance expectations:
  • Route and/or assign trouble tickets within 24 hours the next business day.
  • Complete assigned incident tickets no later than 30 days after creation.
  • Escalate, within 24 hours, all tickets that will breach 30 days from creation.
  • Ensure no more than 15% of all incident tickets in the backlog are more than 30 days old unless coordinated and approved by the Government.
  • Be able to resolve 50% of issues during the initial engagement with users.
  • Follow-up with users within 72 hours of issue closure.
• Performs other job-related duties as assigned.

Information Technology - Audio Visual Support Experience, Education, Skills, Abilities requested:

• A minimum of 3 to 5 years of experience with installing and upgrading network infrastructure, software, security patches, and equipment via the use of management tools, i.e., Windows Server Update Services (WSUS), System Center Configuration Manager (SCCM) and Active Directory Users and Computers (ADUC).
• Must be compliant with Department of Defense (DoD) Directive 8410 "Information Assurance Training (IAT), Certification, and Workforce Management," IAT Level II requirements to obtain privileged network access.
• Prior experience in providing technical support for audio-visual systems, including troubleshooting, setup, and maintenance.
• Familiarity with IT helpdesk functions, addressing user inquiries and resolving issues related to audio-visual technology.
• Proficiency in diagnosing and resolving issues with audio-visual equipment and systems.
• Strong technical skills in configuring, installing, and maintaining audio-visual hardware and software.
• Excellent communication skills to interact with end-users, understand their AV needs, and provide effective support and solutions.
• Ability to adapt to evolving audio-visual technologies and stay updated on industry trends.
• A customer-oriented approach to ensure positive user experiences with audio-visual technology.
• Work collaboratively with IT teams, AV vendors, and other stakeholders to enhance audio-visual capabilities.
• Ability to manage AV projects, including installations, upgrades, and system integrations.
• Must pass pre-employment qualifications of Cherokee Federal

Company Information:

Cherokee Nation Defense Solutions (CNDS) is a part of Cherokee Federal - the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government's mission with compassion and heart. To learn more about CNDS, visit cherokee-federal.com.

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Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

Similar searchable job titles:

• AV Technician
• IT Multimedia Specialist
• Audio Visual Engineer
• Technical Support Specialist - AV
• IT AV Coordinator

Keywords:

• Audio Visual
• IT Support
• Multimedia Technology
• Technical Troubleshooting
• Media Equipment

Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, and Accommodation request.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.

Please Note: This position is pending a contract award. If you are interested in a future with Cherokee Federal, APPLY TODAY! Although this is not an approved position, we are accepting applications for this future and anticipated need.

As required by our governmental client, this position requires being a US Citizen AND an active Secret clearance.