Job Description Video Teleconference and Telephone Support. Provide support to operate the KIV-7M, and familiarization with control of classified cryptographic equipment and keying material. Position requirements may include reviewing records and logs to ensure efficient and effective operation of the VTC system, and shall schedule and set-up calls, troubleshoot equipment and calls, perform in-house backup diagnostics, display overlays & slides, operate peripheral devices (i.e., graphics computers, cameras, computer-driven videotape decks, computer based software-controlled interfaces, etc.), as well as support miscellaneous client requirements prior to- and during calls. Provide telephone landline helpdesk support. VTC Support:
a. Provide and display a current schedule of VTCs (i.e., outside the VTC door and on 7.2 SharePoint bulletin board).
b. Write and maintain Standard Operating Procedures (SOPs) on any type of VTCs processes (i.e., how to schedule VTCs; when to make VTC trouble calls; and any technical support, etc.).
c. Provide assistance to customers on VTC usage and troubleshooting their VTC equipment.
d. Provide, display and coordinate VTC maintenance schedules and device upgrades with at least one-month notice.
a. Track all phone trouble calls and work orders from start to finish. Provide spreadsheet of all open and completed telephone work when it is requested.
b. Coordinate with NCTS for work order closures, turnaround times, estimated costs and final billing.
c. Attend meetings to determine phone requirements. Assist customers with filling out phone request forms. Respond to emails pertaining to phone requests.
d. Provide status of phone requests.
e. Ensure that all project work orders are completed by NCTS and that the customer is satisfied that the work is completed per their request.
f. Maintain master FRCSW phone listing which includes phone numbers (including fax), person assigned to the phone number, building and competency and code. Point of contacts move all the time; therefore, needs to be verified on a monthly basis. This is used for Comptroller budgetary purposes and must be maintained and up-to-date at all times.
g. Write and maintain Standard Operating Procedures (SOPs) on any type of phone processes (i.e., when to make trouble calls; how to make work requests; submitting DSL requests, etc.).
h. Maintain a list of phones with building, code and point of contact. Point of contacts change all the time; therefore, needs to be verified on a monthly basis.
Required Skills Active Secret Security Clearance Security + or equivalent CSWF certification or ability to obtain within 90 days of employment.
Employment Type Full time
Career Level Entry Level
Job ID 52676307
Company Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. federal civilian agencies, the intelligence community, the Government of Canada, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco's people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
Functional AreaProgram Management & Acquisition Support
DepartmentSerco's Federal Services business unit provides services in the areas of business processing, case management, intelligence, logistics, personnel readiness, acquisition and program management, modelling, and simulation and training to Defense and Federal Civilian agencies. We understand the often complex regulatory and security requirements of executing government programs and we stand up programs quickly, assembling and training highly qualified teams, and delivering to well-defined service level metrics.