A/V IT Support Technician - Level 1 (VIP Event Support)

DLH; Bethesda (MD); On-site; USD 34,000 - 36,000; Full time

Job summary

DLH is seeking an AV IT Support Technician - Level 1 (Job 1505) in Bethesda, MD to deliver end-to-end A/V deployment support and serve as escalation for outages. You will coordinate with Facilities, IT, and procurement, and provide strong customer service to scientists, leadership, and executives.

The role emphasizes supporting NIH teleconferencing/VoIP tools (MS Teams, Zoom, WebEx), maintaining inventory, and training customers on best practices while ensuring system stability and security.

Qualifications

• Associate’s Degree with a minimum of four years IT or related experience with 1 relevant certification OR HS with 4 years of IT or relevant experience with 2 relevant certifications.
• Experience with multiple AV platforms and AV hardware (DSP & Routing: Q-SYS, Extron, Crestron, Atlona, Biamp Tesira; UC hardware: Shure, Sennheiser, Logitech, Bose, Polycom, Barco ClickShare; control: Control4, RTI, Lutron).
• Experience using an ITSM ticketing system (preferably ServiceNow).
• Strong customer service and audio/video support skills, preferably with VIP/Executive staff.
• Experience managing customer and vendor expectations and implementing corrective actions.
• Daily onsite support at client sites within Bethesda/Rockville, MD; ability to obtain Public Trust clearance.

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 outages.
• Determine the severity and complexity of reported issues and elevate to 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 and SOPs.
• Provide comprehensive training to customers on AV system operation and best practices.
• Provide oversight for AV vendors, including scheduling, punch lists, and reporting on service quality.
• Maintain AV/conferencing inventory and locations; plan lifecycle and upgrades.
• Provide enhanced VIP A/V and user support.
• Configure A/V solutions and components for secure operation, including security software and updates.
• Provide software support for NIH-provided teleconference/VoIP solutions (MS Teams, Zoom, WebEx).
• Use IT ticket system to triage, resolve, and close tickets with customers and technicians.

Skills

A/V support

Customer service

VIP/executive support

Communication

Education

Associate’s Degree

HS with IT experience

Relevant certifications

Tools

Q-SYS

Extron

Crestron

Atlona

Biamp Tesira

Shure

Sennheiser

Logitech

Bose

Polycom

Barco ClickShare

MS Teams

Cisco

Webex

Control4

RTI

Lutron

ServiceNow

Job description

DLH is seeking an AV IT Support Technician - Level 1 (Job 1505) in Bethesda, MD to deliver end-to-end A/V deployment support and serve as escalation for outages. You will coordinate with Facilities, IT, and procurement, and provide strong customer service to scientists, leadership, and executives.

The role emphasizes supporting NIH teleconferencing/VoIP tools (MS Teams, Zoom, WebEx), maintaining inventory, and training customers on best practices while ensuring system stability and security.