AV/Service Desk Analyst
About The Position
The Digital Modernization Sector has an opening for an AV Service Desk Analyst to support a large customer in Washington, DC As a front-facing representative for the IT department, you will provide end‑to-end AV and technical support for our internal team and customer stakeholders. You aren’t just a ticket‑taker; you’re a problem‑solver who leverages modern ITSM tools and AI‑assisted workflows to minimize downtime and enhance the digital employee experience. You’ll operate in a high‑visibility federal environment, supporting end users, senior agency staff, and scientific personnel, explaining complex technical concepts clearly to non‑technical audiences and resolving issues efficiently in a fast‑paced setting.
Requirements
- Bachelor’s degree, 4+ years of AV support. Additional years of experience may be substituted in lieu of degree.
- Expert knowledge of Microsoft Teams and Zoom.
- Strong understanding of audio/visual equipment and event‑support workflows.
- Experience supporting Windows and macOS environments.
- Experience with Zendesk and ServiceNow ticketing systems.
- Exceptional customer service, communication, and interpersonal skills.
- Ability to troubleshoot quickly and accurately under pressure.
- Ability to stand for extended periods and lift up to 50 lbs (with or without reasonable accommodation) .
- Flexible schedule with availability for nights/weekends as needed.
- Ability to travel for event support (up to 25%).
- U.S. Citizenship and ability to obtain a Level 5 Public Trust (Moderate) clearance.
- Proven ability to collaborate with government staff, contractors, vendors, and cross‑functional teams.
- Ability to work independently, manage competing priorities, and solve problems in a fast‑paced environment.
Nice To Haves
- Experience supporting healthcare or scientific agencies (e.g., FDA, NIH, HHS).
- ITIL 4 Foundation or HDI certification.
- Prior experience within NIH/HHS environments.
- Experience delivering Tier 3 technical support.
- JAMF and Intune device‑management experience.
- Any of the following certifications: AVIZA CTS, Crestron Technician / CTI, Q‑SYS Level 1 or higher, Biamp Tesira certifications, Extron AV Associate
Responsibilities
- Provide on-site AV support for customer events, including required travel.
- Operate, set up., and maintain AV equipment: projectors, microphones, speakers, displays, and related systems.
- Rapidly diagnose and resolve audio/video issues during high-profile live events and meetings to minimize disruption.
- Follow a logical “Hardware-to-Software" troubleshooting path during failures; remain composed in high-pressure scenarios.
- Serve as a technical subject matter expert across Windows, macOS, Microsoft 365 (Outlook, Teams, SharePoint), Adobe, Slack, JAMF, Intune, and account‑management systems.
- Participate in daily Service Desk operations: ticket intake, documentation, prioritization, and timely resolution.
- Communicate technical instructions clearly, tailoring explanations to each user’s technical level.
- Identify and manage escalations, ensuring issues are routed and resolved appropriately.
- Monitor Service Desk KPIs/metrics to spot trends and continuous‑improvement opportunities; support service improvement plans and SLAs.
- Maintain up‑to-date knowledge of the customer environment, mission, and user base; build strong relationships with key stakeholders to understand support needs and foster trust.
- Assist users in navigating internal AI tools (e.g., Microsoft Copilot) and handle escalations where AI‑automated solutions fail.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
