Title: Network Supp Spec II (Collaboration Engineer)
location: Washington DC 20549 ( onsite)
job type: contract, possible fte.
security clearance: Public trust ( ability to obtain clearance)
This role provides technical support for Microsoft Teams, SharePoint, and conferencing technologies that enable reliable communication for headquarters, regional offices, and telework users. The position also supports AV/VTC and video streaming delivery for internal meetings and high-visibility events, helping ensure stable and high-quality service. In alignment with the PWS, the engineer contributes to SLA-focused service delivery, cross-team coordination, secure operations, and clear operational documentation.
PRIMARY RESPONSIBILITIES
Collaboration Platform Support and Deployment
- Assist in deploying, configuring, and maintaining collaboration platforms, including Microsoft Teams Rooms and SharePoint.
- Troubleshoot incidents and service requests affecting unified communications and collaboration tool functionality.
- Coordinate with senior engineers and related ISS teams to implement approved collaboration solutions and updates.
- Support integration of collaboration services with enterprise network, endpoint, and identity infrastructure.
AV/VTC and Streaming Operations
- Provide day-to-day support for conference room AV/VTC systems, including endpoints, displays, microphones, and conferencing peripherals.
- Help maintain readiness and performance of Teams and other enterprise conferencing services used across operations.
- Support live and on-demand video streaming for enterprise meetings and events, including setup, monitoring, and rapid issue resolution.
- Escalate complex AV/VTC and streaming issues to senior staff or vendors and track remediation through closure.
Service Quality, Documentation, and Operational Support
- Respond to user-reported collaboration and conferencing issues in accordance with service expectations and SLA objectives.
- Record incidents, requests, troubleshooting actions, and outcomes in approved ticketing and reporting workflows.
- Assist with development and maintenance of SOPs, runbooks, and support documentation for collaboration services.
- Participate in testing, validation, and change support activities to reduce service disruption during updates.
User Enablement and Security Compliance
- Assist with user training and adoption support for collaboration tools, meeting workflows, and standard practices.
- Develop and maintain user-facing documentation, quick guides, and knowledge articles for recurring support needs.
- Apply approved security and compliance requirements when supporting collaboration and conferencing platforms.
- Collaborate with stakeholders to improve user experience, communication quality, and service consistency.
qualifications/ Experience:
- Education: Bachelors in a relevant field (e.g., Information Technology, Computer Science, Engineering).
- 3-5 years of experience in collaboration technology support or engineering roles in enterprise environments.
- This role intentionally applies the more stringent 3-5 year experience requirement from the source experience narrative, which exceeds the 2-year matrix minimum.
- Experience deploying and troubleshooting unified communication platforms, including Microsoft Teams and SharePoint.
- Experience supporting AV systems, video conferencing, and live/on-demand streaming technologies, including secure integration with network infrastructure.
Technical Skills:
- Microsoft Teams, Microsoft Teams Rooms, SharePoint, and Microsoft 365 collaboration capabilities
- Enterprise conferencing tools (e.g., Microsoft Teams) and conferencing system troubleshooting
- AV/VTC systems support and video streaming operations for enterprise meetings/events
- Incident/request handling, documentation, and user support in structured IT service environments
- Collaboration platform security compliance and cross-platform integration
PREFERRED QUALIFICATIONS
- Experience supporting Microsoft 365 GCC environments and monitoring service health through M365 administrative tools.
- Experience supporting high-visibility enterprise events requiring live streaming, captioning coordination, or post-event media support.
- Familiarity with ITSM/ticketing platforms (e.g., ServiceNow) in SLA-driven federal support environments.
- Working knowledge of federal cybersecurity/compliance expectations (e.g., FISMA-aligned controls, zero trust principles).
- Experience using basic scripting/automation to improve collaboration platform operations and reporting.
- Microsoft 365 Certified: Teams Administrator Associate (MS-700)
- Microsoft 365 Certified: Administrator Expert (MS-102)
- AVIXA CTS
