AV IT Support Technician - Level 1 (Job 1505)

DLH•Bethesda, MD

13h•Onsite

About The Position

DLH is seeking an experienced Audio/Video (A/V) Support Technician (L1) to provide technical leadership, Tier III problem resolution, end-to-end deployment support, and vendor engagement for a federal customer. The role serves as an escalation point for A/V system outages and works with external vendors, Facilities, IT, procurement personnel, scientific leadership, and executive management to maintain system stability and availability. The position provides onsite support at client locations in Bethesda and Rockville, Maryland. The technician supports A/V systems and related conferencing and VoIP solutions, including Microsoft Teams, Zoom, and WebEx. Duties include troubleshooting and repairing system components, supporting scheduled events and VIP users, configuring systems for secure operation, maintaining documentation and inventories, coordinating vendors, and advising on equipment lifecycle needs and upgrades. The role also receives and tracks service tickets through resolution, keeping customers informed and closing tickets in the system. DLH offers benefits including paid time off, medical, dental, vision, life and disability coverage, flexible spending accounts, a 401(k) with matching, training and certification preparation, and education assistance. The stated hourly compensation range is $25.00–$26.44; additional compensation may include performance incentives and program-specific awards.

Requirements

Associate’s degree and relevant IT or related experience, with the posting specifying a minimum of four (2) years, plus one relevant certification; alternatively, high school education and four years of IT or related experience plus two relevant certifications. (The experience figure in the associate-degree requirement is written as “four (2) years” in the posting.)
Experience with multiple A/V platforms and hardware, including DSP and routing systems such as Q-SYS, Extron, Crestron, Atlona, and Biamp (Tesira); unified communications and hardware such as Shure, Sennheiser, Logitech, Bose, Polycom, Barco ClickShare, Microsoft Teams, Cisco, and WebEx; and automation/control systems such as Control4, RTI, and Lutron.
Experience using an ITSM ticketing system, preferably ServiceNow.
Strong customer-service and A/V support skills; experience supporting VIPs and executive staff is preferred.
Experience managing customer and vendor expectations and implementing corrective actions to produce tangible results.
Ability to provide daily onsite support at client sites in Bethesda and Rockville, Maryland.
Must be able to obtain a Public Trust clearance.
Hold, or obtain within the first three months of employment, one or more listed certifications: CompTIA A+, Security+, Network+, ITIL v4 Foundation, CCNA, AVIXA Core Certification (ANP, CTS, CTS-D, CTS-I), Q-SYS (L0, L1, L2, Control 101), Barco Certified Specialist, Extron, or Dante L1 Basic.

Nice To Haves

Bachelor of Science degree.
Experience configuring, installing, and supporting desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals.
Ability to assist with IT projects.
Prior experience installing and troubleshooting macOS, Windows OS, or Linux (BSD, Ubuntu, Red Hat).
Exceptional analytical and problem-solving abilities, strong customer-facing communication, and a collaborative approach to cross-functional teamwork.
Experience supporting VIPs and executive staff.

Responsibilities

Provide technical advice and guidance on configuring, maintaining, and enhancing deployed audio/video solutions.
Provide first-, second-, and third-tier diagnostics, troubleshooting, and repair of complex A/V system components to prevent and mitigate critical outages.
Assess the severity and complexity of reported issues and escalate them to specialized teams when necessary.
Provide A/V support during scheduled events, including planning and training.
Draft and revise customer documentation, how-to guides, internal SOPs, system configurations, and system checklists.
Train customers in A/V system operation, maintenance, and best practices.
Oversee A/V vendors by scheduling work, creating punch lists, and reporting service-quality assessments to the client.
Maintain A/V and conferencing inventory lists and location records.
Plan A/V equipment lifecycle needs and recommend conferencing improvements and upgrades.
Provide enhanced VIP A/V and user support.
Configure A/V solutions and associated components for secure operation, including installing security software, applying software updates, and making required configurations.
Provide software support for users of NIH-provided teleconference and VoIP solutions, such as Microsoft Teams, Zoom, and WebEx.
Receive and triage service tickets in an IT ticketing system, resolve them or assign them to technical specialists, ensure resolution, and close tickets with the customer and in the system.
Work effectively under pressure and meet deadlines as needed.
Provide daily onsite support at client sites in Bethesda and Rockville, Maryland.

Benefits

Personal time off (PTO).
Medical insurance.
Dental insurance.
Vision insurance.
Supplemental life insurance with AD&D.
Disability coverage.
Flexible spending accounts.
401(k) retirement plan with matching.
Training and access to an e-learning suite for formal and informal learning.
Professional and technical certification preparation.
Education assistance at accredited institutions.
Additional compensation may include performance incentives and program-specific awards.