Service Desk Support (Mid)

Blackwatch International•Clarksburg, WV

8d•Onsite

About The Position

The Service Desk Support (Mid) position will be assigned as a member of a four-person team assigned to provide support to the FBI’s Audio/Video Support Center (AVSC) which includes the conferencing infrastructure, interconnected unified communications infrastructure, and streaming broadcast solutions. The AVSC is tasked with the ongoing provision of operational and managerial support for all media operations conducted at the enterprise level within the FBI. This operational support includes scheduling resources to facilitate and execute communication events. Communication events encompass audio and video conferences and live and delayed streaming broadcasts. Meetings may involve participants internal and external to the FBI to include other government agencies (OGAs), sites managed by the FBI, and sites managed by OGAs. Meetings may also require connections with or leverage other governmental infrastructures.

Requirements

Education: Highschool Diploma
Minimum of five (5) years’ experience is recommended. In absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level.
Strong communication skills, to include experience working with the Federal Bureau of Investigation or another federal agency.
Top Secret security clearance with the ability to successfully complete an FBI Counterintelligence Polygraph Examination.

Responsibilities

Provides first point of contact troubleshooting support to end users on a variety of issues, including identifying, researching, and resolving technical problems.
Responds to telephone calls, email, and personnel requests for technical support
Documents, tracks, and monitors problems to ensure a timely resolution.
Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
Provide operational integrity checks/ tests, ensure gateway connections, correct operational issues, and ensure availability of systems.
Install approved VTC systems, upgrades, and patches.
Provide scheduling and managing of telephone, VTC system, UC meetings, and streaming broadcast using systems that may be operated at FBI.
Troubleshoot meeting problems, including issues capturing, recording, encoding, transmitting, or viewing streamed meetings, joining, conducting, or participating phone conference, VTC, or UC meetings.
Monitor meetings in progress as directed by the government.
Document support activities and provide/ maintain Standard Operating Procedures (SOPs) in accordance with enterprise practices.
Support process improvement activities by recommending and documenting changes to existing processes or procedures.
Provide standard performance and usage reports, inventory lists, and maintenance records for systems.
Prepare meeting recordings with closed captioning as requested and/or for streaming or other publication by customizing the recording presentation formats or encoding standards.