AV Technician

A/V Technician (Customer Service Specialist II)

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 and responsibilities include:

• 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, and 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 the National Book Festival (large-scale, off-site) and 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.
• 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.
• 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.
• 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 and 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.

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.

$59,000 - $70,000 a year. The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity. The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the position.