Video Field Support Specialist

The Video Field Support Specialist provides hands-on technical support for video teleconferencing systems, end-user devices, and related field equipment in a secure customer environment. This role installs, configures, maintains, repairs, and troubleshoots hardware, software, integrated systems, and subsystems at customer or field locations. The position requires strong technical troubleshooting skills, customer-focused support, and the ability to work independently while maintaining reliable service for mission users.

Key Responsibilities

• Install, operate, maintain, repair, and modify end-user devices, including computers, thin clients, network interface cards, phones, monitors, printers, pagers, radios, and related equipment.
• Provide maintenance and technical support for devices, integrated systems, and subsystems at customer and field locations.
• Install, configure, and support software required for end-user and field equipment operations.
• Troubleshoot and resolve technical issues involving end-user hardware, software, video teleconferencing systems, and related support equipment.
• Read and interpret technical manuals, schematics, and documentation to support installation, repair, and troubleshooting activities.
• Support end users remotely and in the field with clear, professional communication.
• Coordinate priorities effectively and complete assigned technical work with minimal supervision.
• Deliver responsive customer support and help ensure customer satisfaction.

Required Qualifications

• High school diploma or GED and at least four years of relevant experience; or an associate degree and at least two years of relevant experience.
• Experience installing, repairing, and troubleshooting video teleconferencing devices and systems.
• Ability to troubleshoot end-user equipment hardware and software issues.
• Ability to read and understand technical manuals and schematics.
• Familiarity with Active Directory security and policies.
• Current TS/SCI clearance with Full Scope polygraph.
• DoD 8570 IAT Level I certification.

Preferred Qualifications

• Additional experience supporting secure customer environments or mission-critical field operations.
• Experience providing remote support to end users in addition to hands-on field support.
• Experience supporting a broad range of end-user computing, communications, and peripheral devices.

Skills / Competencies

• Video teleconferencing system support
• Hardware and software troubleshooting
• End-user technical support
• Field installation and maintenance
• Analytical problem solving
• Time management and prioritization
• Independent work habits
• Clear verbal and written communication

Work Environment and Physical Requirements
This role is based on-site at Fort Meade, Maryland, and includes hands-on technical work with hardware, software, video teleconferencing equipment, and integrated systems. Some travel may be required, estimated at less than 10%. The position requires occasional lifting of up to 25 pounds and bending while installing, maintaining, or troubleshooting equipment. Candidates must be free of color blindness.