A/V Support Technician - VIP & Onsite Specialist

dlhcorporation; Bethesda (MD); On-site; USD 55,000 - 75,000; Full time

Job summary

DLH Corporation in Bethesda, MD seeks an experienced Audio/Video (A/V) Support Technician (L1) to lead and resolve AV issues for a federal client, coordinate with Facilities, IT, and procurement, and support executive users. You will also train customers and draft system documentation.

The role requires onsite support in Bethesda/Rockville, MD, familiarity with diverse AV platforms, and the ability to obtain a Public Trust clearance. NIH teleconferencing tools (MS Teams, Zoom, WebEx) are used.

Qualifications

• Associate's Degree with 4+ years IT or related experience or HS with 4 years IT experience plus 2 certifications.
• Experience with multiple AV platforms/hardware: DSP & Routing, UC devices, and conferencing systems.
• Experience using an ITSM ticketing system (ServiceNow preferred).
• Strong customer service and AV support skills, including VIP/executive support.
• Experience managing customer and vendor expectations and corrective actions.
• Daily onsite support at Bethesda/Rockville, MD locations.
• Must be able to obtain a Public Trust clearance.

Responsibilities

• Provide technical guidance on configuration, maintenance, and enhancement of deployed AV solutions.
• Provide tier I-III support for diagnostics, troubleshooting, and repair of AV components.
• Assess issue severity and escalate to specialized teams when needed.
• Support customers during scheduled events, including planning and training.
• Draft and revise customer documentation, SOPs, and system configurations.
• Provide training to customers on AV operation and best practices.
• Oversee AV vendors, schedule work, and report service quality to the client.
• Maintain AV/conferencing inventory and plan lifecycle improvements.
• Provide enhanced VIP AV and user support service.
• Configure AV solutions for secure operation and update security software as required.
• Provide software support for NIH teleconference/VoIP tools (MS Teams, Zoom, WebEx).
• Use IT ticket system to triage, resolve, and close tickets with customers.

Skills

Customer service

A/V support

VIP/Executive support

Vendor management

Problem solving

Education

Associate's Degree

High School Diploma

Tools

Q-SYS

Extron

Crestron

Atlona

Biamp Tesira

Shure

Sennheiser

Logitech

Barco ClickShare

MS Teams

Zoom

WebEx

ServiceNow

Control4

RTI

Lutron

Job description

DLH Corporation in Bethesda, MD seeks an experienced Audio/Video (A/V) Support Technician (L1) to lead and resolve AV issues for a federal client, coordinate with Facilities, IT, and procurement, and support executive users. You will also train customers and draft system documentation.

The role requires onsite support in Bethesda/Rockville, MD, familiarity with diverse AV platforms, and the ability to obtain a Public Trust clearance. NIH teleconferencing tools (MS Teams, Zoom, WebEx) are used.