AV Technician, Associate

AV Technician, Associate

We are seeking a highly skilled and customer-focused Audio Visual (AV) Technician, Associate to support conference room technologies, hybrid meeting environments, and enterprise collaboration tools for a federal healthcare/research organization. The AV Technician, Associate will provide operational support, troubleshooting, installation, maintenance, and it helpdesk support, end-user training for audio/video conferencing systems across multiple facilities.

This role is critical in ensuring seamless support for executive meetings, virtual collaboration, conference room technology, and enterprise communication platforms in a fast-paced IT support environment.

Key Responsibilities

• Operate, configure, maintain, and troubleshoot enterprise conference room and collaboration technologies across multiple NIH facilities.
• Support integrated AV environments including:
• Polycom / BOSE conferencing systems
• Meeting Owl conferencing devices
• Click Share wireless presentation and conferencing systems
• Digital projectors and presentation systems
• Integrated microphones, speakers, cameras, and control panels
• HDMI/USB-based room connectivity solutions
• Provide operational support for hybrid meetings (virtual and onsite) utilizing:
• Microsoft Teams
• Zoom
• Configure and troubleshoot conference room peripherals including:
• Wireless presentation devices
• USB conferencing bridges
• Audio DSPs
• Network-connected AV devices
• Video switching and signal distribution equipment
• Support executive-level meetings, webinars, town halls, scientific reviews, and special events requiring high-availability AV operations.
• Perform conference room readiness checks prior to meetings including:
• Audio/video functionality validation
• Connectivity verification
• Firmware/software updates
• Peripheral testing
• Presentation support
• Provide real-time technical support during live meetings and rapidly resolve audio, video, latency, echo, camera, display, and connectivity issues.
• Coordinate with NIH Conference Services, networking teams, facilities personnel, and stakeholders to ensure successful meeting execution.
• Maintain and support conference room scheduling and collaboration integrations tied to Microsoft 365 and Outlook calendaring services.
• Perform preventative maintenance and lifecycle support for AV equipment including patching, firmware upgrades, hardware replacements, cable management, and equipment refresh initiatives.
• Recommend modernization strategies and technology improvements for conference room and collaboration environments.

Collaboration & Microsoft 365 Support

• Provide technical support for Microsoft 365 collaboration environments including:
• Microsoft Teams Rooms
• Outlook calendaring integration
• SharePoint collaboration access
• One Drive collaboration support
• Assist users with meeting scheduling, conferencing setup, guest access, and screen sharing capabilities.
• Support interoperability between conferencing platforms and enterprise collaboration systems.
• Troubleshoot identity/authentication issues impacting conferencing services and meeting participation.
• Assist with user access and permissions for collaboration platforms as directed by leadership.

Customer Service & End User Training

• Deliver high-quality customer service and white-glove executive support for leadership meetings and mission-critical events.
• Train end users on proper operation of AV equipment, hybrid meeting procedures, and collaboration technologies.
• Develop and maintain user documentation, quick reference guides, SOPs, and training materials.
• Conduct one-on-one and group training sessions related to conferencing technologies and collaboration tools.
• Provide proactive communication and follow-up regarding support tickets, outages, and meeting support activities.
• Respond to escalations and customer issues within established Service Level Agreements (SLAs).
• Maintain professionalism and composure while supporting high-visibility meetings and time-sensitive events.

Operations, Compliance & After-Hours Support

• Provide occasional after-hours and weekend support for:
• Executive meetings
• Maintenance windows
• Technology deployments
• Emergency troubleshooting
• System outages
• Follow organizational IT security, change management, and operational procedures.
• Support compliance with NIH IT security policies and operational standards.
• Participate in continuity of operations (COOP) and disaster recovery support activities as required.
• Assist in maintaining operational readiness of mission-critical AV and collaboration systems.
• Support inventory audits, equipment sanitization, and lifecycle refresh activities for AV hardware and conference room technologies.

Required Qualifications

• Bachelor's degree in Information Technology, Communications, Audio Visual Technology, or related field (or equivalent experience).
• 5+ years of experience supporting enterprise AV/conference room technologies.
• 3+ years of experience with Helpdesk (preferred)
• Hands-on experience with:
• Microsoft Teams Rooms
• Zoom Rooms
• Polycom/BOSE systems
• Meeting Owl devices
• Digital…