A/V Support Technician

Iron Bow Technologies•Columbia, WA

10d•Onsite

About The Position

Iron Bow Technologies is seeking an experienced A/V Support Technician to support an existing, long time Federal Government customer, the Department of Justice (DOJ). This position requires onsite work at the customer site in Washington, DC. Our position requires the ability of obtain and hold an active Secret clearance. Our A/V Support Technician will provide AV services to DOJ customers and end users. Support services include video conferencing assistance as well as triage and support customer assistance requests via support tickets escalated to the AV Team. The person we seek for this position will have a passion for positive customer experiences. The right candidate will be a champion to ensure tasks are performed and meet our quality standards and meet the needs of the customer.

Requirements

A minimum of 2 years of experience supporting customer’s A/V operations, including conference rooms and being responsive to customer support needs.
At least 2 years of hands-on AV experience with Crestron and/or Extron A/V equipment, Polycom, Cisco, and/or LifeSize VTC equipment.
Ability to effectively communicate with all levels of the project team, and with Exec Leadership.
Capable of regularly lifting/moving up to 25 pounds, and occasionally up to 50 pounds, as well as work within tight spaces.
Ability to hold/maintain an active Secret clearance – an existing clearance is preferred, will also consider a candidate who does not hold but is confident they can obtain.
Associate’s degree in IT or related field, will consider an additional 4 years of experience (total 6) in lieu of an AS degree.
Certifications requirements are – CTS (Certified Technology Specialist) and DM-NVX-N (Crestron DigitalMedia Networking Certification) – have certs coming in or commit to obtaining within 60 days of hire.

Nice To Haves

CCSP (Certified Customer Service Professional) and/or CTS-I (Certified Technology Specialist (Installation)).
Experience working for a Systems Integrator, VAR, or government contractor.
Strong technical and consultative skills
Relevant experience in key competitor technology offerings to drive business outcomes
OEM Certification such as: HPE Professional, Cisco Certified Specialist or Dell Sales Portfolio certifications are a plus

Responsibilities

Understanding our client’s business needs and continually strive to meet these needs.
Support customer request for assistance and solutions through requests escalated from our Tier 1 Call Center.
Keep information updated up to date in the ITSM for customer support requests, and once completed, update the ITSM to show resolution.
Visiting DOJ offices to assess and resolve A/V equipment and/or operational issues.
Visit DOJ sites/conference rooms every two weeks to validate A/V equipment is operational and mitigate found problems before an incident is reported, to ensure A/V equipment is clean and organized, and to ensure necessary peripherals are present and ready (ie, wireless mice and microphones).
Field customer’s input on the systems and pass that input onto the Government’s A/V points of contact (POCs).
Aid the Government’s A/V POCs in the design of new A/V systems and/or enhancements to existing systems.
Consistently strive to provide services that align with contractual SLAs.
Support SOP development and update, creation of brochures, quick help guides, best practice tips, how-to guides, knowledge articles, and other publication sources that provide guidelines on use and processes.