AV Technician (CRS)

Job description

**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.