Audio-Visual and Conferencing Support Technician (Job 1392)

Audio-Visual and Conferencing Support Technician (Job 1392)
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. With over 2,400 employees dedicated to the idea that “Your Mission is Our Passion,” DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Overview
We are searching for a Desktop Support Technician to provide leading-edge desktop solutions to world-renowned healthcare and research organizations in the Washington, DC metro area and around the world. This position is based in Bethesda, MD.

Responsibilities

Day-to-day operations and maintenance of A/V equipment, systems, and associated technologies

Perform troubleshooting, reconfiguration, and necessary programming of existing AV equipment to ensure functionality

Ensure meeting readiness during core support hours

Onsite and remote support for MTR systems and associated peripherals

Support for hybrid meetings (audio, video, and content sharing)

Basic configuration and coordination of AV and rack-based systems

Coordination with vendors, OEMs, and internal service providers for escalation and repair

Meeting and event support, including setup and real-time troubleshooting

Development and maintenance of SOPs and documentation

Tracking and reporting of issues in alignment with Service Desk SLAs

Respond to customers via phone, in person, and through remote support channels

Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or elevate outside the Service Desk according to service level guidance

Records all activities within the client central ticket tracking system (ServiceNow) and documents cases thoroughly and accurately in real time, per service standards

Document problem resolutions as knowledge records in the IT Knowledge Base

Follows quality control workflow to ensure proper documentation and quality of case handling

Must coordinate with communications channels during major incidents and record problem investigations in the central ticketing system in a timely fashion

Deliverables include monthly reporting, SOP documentation, and inventory/status tracking of AV assets

Qualifications

Three (3) years’ experience solving technical problems using analytical approaches

Bachelor's degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications

One or more years of experience supporting audio-visual systems and conferencing technologies

Ability to gain and/or maintain a Public Trust clearance

Excellent written and oral communications, and strong customer service orientation

Preferred Qualifications

Excellent ServiceNow skills

Previous experience providing help desk support within NIH

General experience includes increasing responsibilities in information technology service management

Knowledge of current Windows and Apple Macintosh operating systems

Basic Compensation
$75,000 - $80,000 yearly salary

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, short- and long-term disability, flexible spending accounts, parental leave, legal services, 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.

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