A/V Support Technician

Iron Bow Technologies is a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. We rely on passionate people, long-standing partnerships, and strategic thinking to solve critical challenges. This role supports an existing, long-term Federal Government customer, the Department of Justice (DOJ), and requires onsite work in Washington, DC. Candidates must be able to obtain and hold an active Secret clearance.

About the role

Our A/V Support Technician will provide AV services to DOJ customers and end users, including video conferencing assistance and triage of support tickets escalated to the AV Team. The ideal candidate will have a passion for positive customer experiences and ensure tasks meet quality standards and customer needs.

Responsibilities

• Understand the client’s business needs and continually strive to meet them.
• Support customer requests for assistance and solutions through escalated Tier 1 Call Center tickets.
• Maintain up-to-date information in the ITSM system for customer support requests and document resolutions.
• Visit DOJ offices to assess and resolve A/V equipment and operational issues.
• Conduct bi-weekly site visits to validate A/V equipment functionality, mitigate issues, ensure cleanliness and organization, and confirm peripherals (e.g., wireless mice and microphones) are present and ready.
• Field customer input on systems and relay feedback to the Government’s A/V points of contact (POCs).
• Assist Government A/V POCs in designing new A/V systems or enhancing existing ones.
• Align services with contractual SLAs.
• Support the development and updating of SOPs, brochures, quick help guides, best practice tips, how-to guides, knowledge articles, and other publication sources.

Requirements

• A minimum of 2 years of experience supporting customer A/V operations, including conference rooms and responsiveness to support needs.
• At least 2 years of hands-on experience with Crestron and/or Extron A/V equipment, Polycom, Cisco, and/or LifeSize VTC equipment.
• Ability to effectively communicate with all levels of the project team and executive leadership.
• Capability to regularly lift/move up to 25 pounds and occasionally up to 50 pounds, as well as work in tight spaces.
• Ability to obtain and maintain an active Secret clearance (existing clearance preferred).
• Associate’s degree in IT or a related field, or an additional 4 years of experience (total 6 years) in lieu of the degree.

Qualifications

• Required certifications: CTS (Certified Technology Specialist) and DM-NVX-N (Crestron DigitalMedia Networking Certification)—must have or commit to obtaining within 60 days of hire.
• Preferred certifications: CCSP (Certified Customer Service Professional) and/or CTS-I (Certified Technology Specialist - Installation).
• Experience working for a Systems Integrator, VAR, or government contractor is a plus.
• Strong technical and consultative skills.
• Relevant experience with key competitor technology offerings to drive business outcomes.
• OEM certifications such as HPE Professional, Cisco Certified Specialist, or Dell Sales Portfolio are advantageous.

Benefits

An overview of Iron Bow’s benefits is available on the careers page.

Pay

The salary range for this position is $75,000–$85,000. Actual compensation will be determined based on experience, skills, education, location, contract requirements, and business needs.