AV IT Support Technician - Level 1 (Job 1505)

The role

This person will provide technical leadership and Tier III problem resolution for audio/video systems. They will support deployment, vendor engagement, and troubleshooting for a Federal customer.

What you will do

• Provide technical advice and guidance on configuration, maintenance, and enhancement of audio/video solutions.
• Provide initial, second, and third-tier technical support for diagnostics, troubleshooting, and repair of complex audio/video system components.
• Determine the severity and complexity of reported issues and escalate them to specialized teams.
• Provide customers with audio/video support during scheduled events, including planning and training.
• Draft and revise artifacts related to installed audio/video systems including documentation, how-to guides, and SOPs.
• Provide comprehensive training to customers on AV system operation, maintenance, and best practices.
• Provide oversight for AV vendors including scheduling and reporting quality of service.
• Maintain AV/conferencing inventory lists and locations.
• Plan AV equipment lifecycle and recommend improvements and upgrades.
• Provide enhanced VIP A/V and user support service.

Required qualifications

• Associate’s Degree with a minimum of two years of relevant IT or related experience with 1 relevant certification OR HS with 4 years of IT or relevant experience with 2 relevant certifications
• Experience working with multiple AV Platforms and AV hardware including Q-SYS, Extron, Crestron, Atlona, Biamp (Tesira), Shure, Sennheiser, Logitech, Bose, Polycom, Barco ClickShare, MS Teams, Cisco,
• Experience using an ITSM ticketing system
• Strong customer service and audio/video support skills
• Experience managing customer and vendor expectations
• Must be able to obtain a Public Trust clearance
• Must hold or obtain one or more of the following certifications within the first 3 months of employment: CompTIA A+, Security+, Network+, ITIL v4 foundation, CCNA, Avixa Core Certification (ANP, CTS,

Nice to have

• 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 macOS, Windows OS, or Linux (BSD, Ubuntu, Red Hat)
• Exceptional analytical mindset, rigorous problem-solving abilities, strong customer-facing communication, and a collaborative approach to cross-functional teamwork
• Experience supporting VIPs and Executive staff
• Experience using ServiceNow

Benefits

• Personal Time Off (PTO)
• Medical
• Dental
• Vision
• Supplemental life with AD&D
• Disability coverage
• Flexible spending accounts
• 401(k) Retirement Plan with a matching component
• Access to e-learning suite
• Professional and technical certification preparation
• Education assistance at accredited institutions

Before you apply

• Must be able to obtain a Public Trust clearance

About the company

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation.