AV and Conferencing Support Technician

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Non‑SCA, Full‑time Bethesda, MD, US

Salary Range: $55.39 To $59.08 Hourly

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 for a full‑time contract opportunity with FM Talent Source for one of our valued clients. This position is based in Bethesda, MD.

• 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
• Responds 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 (Service Now) 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.

• Bachelor's degree in Computer Science or a related field and three (3) years of experience solving technical problems using analytical approaches/relevant professional experience; OR an Associate's degree in Computer Science or a related field and five (5) years of relevant professional experience; OR a High School diploma (or equivalent) and seven (7) years of relevant professional experience.
• One or more years of experience supporting audio‑visual systems and conferencing technologies
• Ability to gain and/or maintain Public Trust clearance
• Excellent written and oral communications, and strong customer service orientation

• Excellent Service Now 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

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.