AV IT Support Technician - Level 1

About Us

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools – including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. DLH is dedicated to the idea that “Your Mission is Our Passion” and brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Overview

We are 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 support for our Federal customer.  In this role, you will act as the escalation point for A/V system outages, ensuring optimal system stability and availability.  You will coordinate with multiple stakeholders, including external vendors, Facilities, IT, and procurement personnel.  Strong customer service and communication skills are key as this role involves working with diverse audiences, including scientific leadership and executive management.  

Responsibilities

• Provide technical advice and guidance on the configuration, maintenance, and enhancement of deployed audio/video solutions.
• Provide initial, second- and third-tier technical support for diagnostics, troubleshooting, and repair of complex audio/video system components to avoid and mitigate critical outages.
• Determine the severity and complexity of reported issues and escalate them to the appropriate specialized teams when necessary
• Provide customers with audio/video support during scheduled events, including planning and training.
• Draft and revise artifacts related to installed audio/video systems, including customer documentation, how-to guides, internal SOPs, system configurations, and system checklists.
• Provide comprehensive training to customers on AV system operation, maintenance, and best practices.
• Providing oversight for AV vendors, including scheduling, creating punch lists, and reporting to the client an assessment of the quality of service received. 
• Maintaining AV/conferencing inventory lists and locations. Planning AV equipment lifecycle and recommending AV/conferencing improvements and upgrades.
• Providing enhanced VIP A/V and user support service.
• Configuring A/V solutions and associated components for secure operation, including installation of security software, software updates, and other configurations as required.
• Providing software support for users of NIH-provided teleconference and VoIP solutions (such as MS-Teams, Zoom, and WebEx)
• Using an IT ticket system, responsible for receiving and triaging service tickets, resolving or assigning them to a technical specialist for action, ensuring that their tickets are resolved, and closing out with the customer and in the system. 
• Ability to work well under pressure and to meet deadlines as needed.

Qualifications

• Associate’s Degree with a minimum of four (2) years of relevant IT or related experience with 1 relevant certification OR HS with 4 years of IT or relevant experience with2 relevant certifications
• Experience working with multiple AV Platforms and AV hardware, including: DSP & Routing: Q-SYS, Extron, Crestron, Atlona, Biamp (Tesira), Unified Communications & Hardware:  Shure, Sennheiser, Logitech, Bose, Polycom, Barco ClickShare, MS Teams, Cisco, Webex, and Automation/Control: Control4, RTI, Lutron
• Experience using an ITSM ticketing system (preferably ServiceNow).
• Strong customer service and audio/video support skills, preferably with some experience supporting VIPs and Executive staff
• Experience managing customer and vendor expectations and implementing corrective actions as needed to produce tangible results
• Provide daily onsite support at client sites within the Bethesda / Rockville, Maryland locations
• Must be able to obtain a Public Trust clearance 

Desired Qualifications

• BS degree
• Some 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 one or more of the following operating systems: macOS, Windows OS, Linux (BSD, Ubuntu, Red Hat).
• Exceptional analytical mindset, rigorous problem-solving abilities, strong customer-facing communication, and a collaborative approach to cross-functional teamwork

Acceptable Certifications:

It is required that the candidate hold (or will be certified within the first 3 months of employment), one or more of the following certifications:

• IT: CompTIA A+, Security+, Network+, ITIL v4 foundation, CCNA
•  A/V: Avixa Core Certification (ANP, CTS, CTS-D, CTS-I), Q-SYS (L0,L1,L2, Control 101), Barco Certified Specialist, Extron, Dante L1

Basic Compensation: $25.00 - $26.44 hourly

The salary range listed reflects what we reasonably expect to pay for this role at the time of posting. The final offer may vary based on skills, experience, geographic location, market conditions, and internal equity. Additional compensation may include performance incentives and program-specific awards. We do not use salary history to determine compensation, in line with applicable law.

Benefits

DLH Corp offers our employees an excellent benefits package, including Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, disability coverage, flexible spending accounts, and more. We want our employees to save for their future; therefore, we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions.

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