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Computer World Services

Posted 9 months ago

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AV Technician (CRS)

WashingtonOn-siteFull-time

AI Summary

The AV Technician (Customer Service Specialist II) provides on-site and remote technical support for Library of Congress A/V events, handling setup, operation, troubleshooting, and breakdown of audio/visual equipment.

About this role

Job Description
The A/V Technician (Customer Service Specialist II) provides technical support with a specialized focus on Audio/Visual (A/V) event services for the Library of Congress. This role supports end users both remotely and on-site while also delivering full-lifecycle A/V support, including setup, configuration, operation, troubleshooting, transportation, and breakdown of A/V equipment for events across Library and Capitol campus locations. The technician resolves incidents beyond the scope of entry-level staff, provides functional guidance to junior personnel, and ensures high-quality, reliable A/V and IT support in accordance with established service levels.

Key Tasks & Responsibilities

  • A/V Event Support Services
  • Provide on-demand A/V support for Library events, including setup, configuration, operation, troubleshooting, and breakdown of A/V systems.
  • Support standard A/V equipment such as:
  • Large monitors/TVs
  • Speakers and amplifiers
  • Wired and wireless microphones
  • Presentation laptops and multimedia systems
  • Video conferencing devices (Teams/Zoom)
  • Ensure all equipment is fully functional, tested, and configured for optimal performance prior to event start.
  • Operate A/V systems during events when requested, including switching sources, managing sound levels, and resolving real-time issues.
  • Provide professional “live-event service desk” support for hybrid, virtual, and in-person events.
  • Transport A/V equipment to/from event locations on the Capitol Hill campus and other authorized off-site venues.
  • Support major Library events such as:
  • National Book Festival (large-scale, off-site)
  • New Member Seminar (travel may be required)
  • Communicate proactively with event coordinators regarding timelines, requirements, issues, and logistics.
  • Maintain equipment inventory and ensure proper storage and care.
  • IT Service Desk & Technical Support
  • Provide support via phone, email, chat, remote tools, or in-person.
  • Resolve incidents focusing on hardware, software, network access, conference room technology, and Library business applications.
  • Receive, document, categorize, and track incidents and service requests in the Library’s ITSM tool (e.g., ServiceNow).
  • Perform troubleshooting to achieve maximum first-contact resolution.
  • Escalate complex incidents to support or development teams as needed.
  • Conduct ad hoc database queries or updates as authorized.
  • Respond to questions on system operations, account access, registration systems, and security requirements
  • Operational & Team Support
  • Assist Help Desk supervisors by contributing to process documentation, knowledge articles, scripts, and escalation procedures.
  • Provide functional guidance, technical support, and informal training to Level I personnel.
  • Help ensure timely ticket action by all support technicians.
  • Produce or contribute to weekly metrics, trend reports, and quality reviews.
  • Support root-cause analysis and problem investigation for recurring issues.
  • Serve as a task leader during events or high-priority support activities when designated.
  • Service Levels & Professional Expectations
  • Meet or exceed responsiveness, timeliness, and reliability requirements as defined.
  • Arrive punctually for all events with adequate setup time.
  • Maintain professional appearance and conduct during all on-site or off-site event activities.
  • Quickly diagnose and resolve A/V or IT issues during setup or live events.
  • Maintain communication logs and A/V service request records in the ITSM tool.
  • Provide regular status updates and incident summaries to designated Library contacts.

    • Education & Experience

  • Minimum General Experience
  • Minimum of four (4) years in customer service or technical support operations, preferably with A/V or event support experience.
  • Minimum Education
  • High School Diploma
  • Relevant commercial certifications are desired (A/V, ITIL, or CompTIA certifications preferred).

    • Certifications

  • ITIL certification v4 preferred.
  • A/V, or CompTIA certifications preferred

    • Security Clearance

  • Ability to obtain Public Trust clearance.

    • Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

  • Work Locations
  • Primary: Library of Congress buildings (Jefferson, Madison, Adams).
  • Secondary: U.S. Capitol complex, including Congressional office buildings and the CVC.
  • Special Events: Off-site locations such as the Washington Convention Center and remote sites.

    • Skills

    AV EquipmentCompTIAITILPublic Trust ClearanceServiceNowTroubleshootingVideo Conferencing

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