AV IT Support Technician - Level 1 (Job 1505)

DHL Holdings Corp; Austin (TX); On-site; USD 34,000 - 36,000; Full time

Benefits offered by this job

PTO

401(k) Retirement Plan

Education assistance

Job summary

DLH Corp is seeking an AV IT Support Technician - Level 1 to provide end-to-end AV system support for our federal customer. You will troubleshoot, resolve outages, train users, and coordinate with vendors, Facilities, IT, and procurement to ensure system uptime.

Expected to handle on-site support at Bethesda/Rockville, MD, with strong focus on customer service, VIP support, and secure configurations. Candidates should have an Associate degree with IT experience or equivalent HS + certifications

Qualifications

• Associates Degree with 4+ years IT or related experience or HS with 4 years IT experience plus 2 certifications.
• Experience with multiple AV platforms and hardware (DSP/ Routing and Unified Communications).
• 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 driving corrective actions.
• Daily onsite support at Bethesda/Rockville, MD locations; ability to obtain Public Trust clearance.

Responsibilities

• Provide guidance on configuration, maintenance, and enhancement of deployed AV solutions.
• Offer 1st–3rd tier support for diagnostics and repair of AV system components to prevent outages.
• Determine issue severity and escalate to specialized teams when needed.
• Provide AV support during scheduled events, including planning and training.
• Draft and revise documentation for AV systems and SOPs.
• Provide comprehensive training to customers on AV operation and best practices.
• Oversee AV vendors, schedule activities, and report on service quality to the client.
• Maintain AV inventory and plan lifecycle upgrades.
• Provide enhanced VIP AV and user support.
• Configure AV solutions for secure operation, including software updates and security configurations.
• Support NIH-provided teleconferencing and VOIP tools (MS Teams, Zoom, WebEx).
• Triage service tickets via ITSM system and ensure timely resolution.

Skills

AV support

Customer service

VIP support

Education

Associate degree

High school diploma

Tools

Q-SYS

Extron

Crestron

Atlona

Biamp Tesira

Shure

Sennheiser

Logitech

Bose

Polycom

Barco ClickShare

MS Teams

Cisco

Webex

Job description

Bethesda, Maryland

Position Title: AV IT Support Technician - Level 1 (Job 1505)

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 escalates 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

• Associates 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: 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.

EEO

DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment. DLH will provide reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply.

DLH is committed to maintaining a fair and authentic interview process