AV IT Support Technician - Level 1 (Job 1505)

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

AV IT Support Technician - Level 1 (Job 1505)

Bethesda, Maryland

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 elevate 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

• 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

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.

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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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

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in DLH ’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.