A/V Systems Support Technician - Entry Level

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

Benefits offered by this job

DLH benefits package

Job summary

DLH seeks an experienced AV IT Support Technician Level 1 in Bethesda, MD to provide escalation, end-to-end AV deployment support, and vendor engagement for a Federal customer. You will coordinate with Facilities, IT, and procurement, ensuring stable AV operations and high service quality for diverse audiences, including scientific leadership and executives.

The role requires strong customer service, 1–3 tier support capabilities, and the ability to work under pressure at client sites in

Qualifications

• Associate degree with at least 4 years IT experience and 1 certification, or HS with 4 years IT experience and 2 certifications.
• Experience with multiple AV platforms and hardware (DSP, routing, AV hardware, UC) and ITSM ticketing systems, preferably ServiceNow.
• Strong customer service and audio/video support skills, including VIP/executive support.

Responsibilities

• Provide technical guidance on configuration, maintenance, and enhancement of deployed AV solutions.
• Offer 1st–3rd line support for diagnostics, troubleshooting, and repair of AV components to prevent outages.
• Assess issue severity and escalate to specialized teams when needed to resolve quickly.
• Provide AV support during scheduled events, including planning and training.
• Draft and revise customer documentation, SOPs, configurations, and checklists.
• Deliver training to customers on AV operation and best practices.
• Oversee AV vendors, schedule work, and report on service quality to the client.
• Maintain AV/conferencing inventories and lifecycle planning.
• Assist with secure AV configurations and NIH-provided teleconference/VoIP tools (MS Teams, Zoom, WebEx).

Skills

A/V support

Customer service

IT troubleshooting

VIP support

Education

Associate degree + 4 years IT experience + 1 cert

High school diploma + 4 years IT experience + 2 certs

Tools

Q-SYS

Extron

Crestron

Atlona

Biamp Tesira

Shure

Sennheiser

Logitech

Bose

Polycom

Barco ClickShare

MS Teams

Cisco

WebEx

Control4

RTI

Lutron

Job description

DLH seeks an experienced AV IT Support Technician Level 1 in Bethesda, MD to provide escalation, end-to-end AV deployment support, and vendor engagement for a Federal customer. You will coordinate with Facilities, IT, and procurement, ensuring stable AV operations and high service quality for diverse audiences, including scientific leadership and executives.

The role requires strong customer service, 1–3 tier support capabilities, and the ability to work under pressure at client sites in