Site Support II

About the Role

We are seeking an experienced, detail-oriented, and versatile professional to join our team as a Technical Services Specialist – Level II with a primary focus on Audio Visual (AV) and Video-Teleconferencing (VTC) systems. This elevated position builds on the Level I role by incorporating increased responsibility for AV system design, installation, and optimization, while still encompassing general IT support services.

This opportunity is 100% on-site in our Arlington, VA location.

Responsibilities

Audio Visual Technician (65%)

• Local POC for AV system installations, upgrades, and integrations tailored to customer needs.
• Assist with AV and VTC event scheduling, setup, system testing, and real-time troubleshooting to ensure flawless execution.
• Troubleshoot and implement advanced technical solutions for AV/VTC hardware and software issues to enhance system performance and customer satisfaction.
• Work directly with stakeholders to analyze AV requirements, recommend tailored solutions, and provide support for high-profile or escalated events.
• Perform proactive maintenance, upgrades, and repairs on AV hardware, including displays, conferencing systems, control panels, and associated peripherals.
• Function as the local subject matter expert for advanced AV/VTC issues, leveraging tools such as control systems (AMX, Crestron), conferencing platforms (Cisco Webex, Zoom), and networking components.

Technical Services (35%)

• Serve as a technical escalation point for diagnosing and resolving advanced IT issues, including computer systems, software applications, networked equipment, and wireless systems.
• Lead system imaging, hardware deployment, and asset documentation to ensure compliance with organizational standards.
• Take ownership of IT support tickets, ensuring timely resolution and customer satisfaction while adhering to established service-level agreements (SLAs).
• Establish and maintain detailed asset management records within a ticketing system.

Requirements

• Associate’s degree and 1 year of experience or High School diploma and 2 years of experience.
• U.S. Citizenship required.
• Must be able to obtain a TS/SCI clearance with a Poly.
• Must be able to lift 30 lbs.

Skills

• Strong proficiency with VTC platforms (e.g., Cisco Webex, Zoom, Microsoft Teams) and AV control systems (e.g., Crestron, AMX, Extron).
• Advanced troubleshooting skills for diagnosing IT, AV, and networking issues in fast-paced, dynamic environments.
• Demonstrated ability to independently manage AV/VTC events, including setup, testing, and live support for high-profile meetings.
• Exceptional interpersonal and communication skills to collaborate with clients, stakeholders, and team members effectively.
• Ability to prioritize tasks and manage multiple assignments in high-pressure situations.
• Familiarity with AV industry standards and eagerness to stay current with emerging technologies and best practices.

Preferred Qualifications

• CompTIA certifications (a plus).
• CTS certification by AVIXA (a plus).

Pay

The target salary range for this position is $40,001 - $80,000, based on experience and other factors.