AV Support Technician - L1 (Job 1505)
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 technician will be an escalation point for A/V system outages and help ensure system stability and availability. The role coordinates with external vendors, Facilities, IT, and procurement, and requires customer service and communication skills when working with diverse audiences, including scientific leadership and executive management. The role provides onsite support at client locations in Bethesda and Rockville, Maryland. It includes configuring A/V solutions and components for secure operation, supporting NIH-provided teleconference and VoIP software, maintaining inventory and system documentation, providing training and event support, and managing service tickets through resolution.
Requirements
- Associate’s degree and a minimum of four (2) years of relevant IT or related experience with one relevant certification, or a high school diploma with four years of IT or related experience and two relevant certifications; the posting contains inconsistent experience wording for the associate-degree path.
- Experience with multiple A/V platforms and hardware, including Q-SYS, Extron, Crestron, Atlona, Biamp (Tesira), Shure, Sennheiser, Logitech, Bose, Polycom, Barco ClickShare, MS Teams, Cisco, Webex, Control4, RTI, and Lutron.
- Experience using an ITSM ticketing system; ServiceNow is preferred.
- Strong customer service and A/V support skills; VIP or executive staff support experience is preferred.
- Experience managing customer and vendor expectations and implementing corrective actions to achieve 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.
- Must 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.
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.
- 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.
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 for complex A/V system components to prevent or mitigate critical outages.
- Assess the severity and complexity of reported issues and escalate them to specialized teams when needed.
- Provide A/V support during scheduled customer events, including planning and training.
- Draft and revise documentation for installed A/V systems, including customer guides, how-to guides, internal SOPs, configurations, and checklists.
- Train customers in A/V system operation, maintenance, and best practices.
- Oversee A/V vendors, including scheduling, creating punch lists, and reporting service-quality assessments to the client.
- Maintain A/V and conferencing inventory lists and equipment locations; plan equipment lifecycle needs and recommend improvements and upgrades.
- Provide enhanced A/V and user support for VIPs.
- Configure A/V solutions and related components for secure operation, including installing security software, applying updates, and completing other required configurations.
- Provide software support for NIH-provided teleconference and VoIP solutions, such as MS Teams, Zoom, and WebEx.
- Receive and triage service tickets in an IT ticketing system, resolve tickets or assign them to technical specialists, track resolution, and close out tickets with customers and in the system.
- Work effectively under pressure and meet deadlines as needed.
Benefits
- Personal Time Off (PTO).
- Medical, dental, and vision coverage.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
