Service Desk Technician Av/Conference Support Specialist

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools – including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. With over 3,200 employees dedicated to the idea that “Your Mission is Our Passion,” DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Service DeskTechnician AV/Conference Support Specialist
Location: Bethesda, MD

Clearance Requirements: Public Trust

DLH, a forward-leaning professional technical and engineering services company across Federal, National Security, Intelligence, and Commercial industries, is experiencing steady organic growth. Our next-level solutions and support have earned us national accolades and the trust of our clients for over two decades. With continued growth comes opportunity, and we are currently searching for Service DeskTechnician AV/Conference Support Specialist to support our Bethesda, MD office

Position Description:
The Service Desk Technician AV /Conference Support Specialist is responsible for delivering an exceptional video conference and technology meeting experience to all staffing levels. This role's primary focus is providing daily operations & technical support of meetings, including video conferences and virtual meetings via Zoom, Webex, and Teams. Strong Customer Service, the ability to directly converse with all levels of the organization, and comfort with large
audiences are essential to this position. As part of the Service Desk Side team, this role will respond to daily requests a meet support tickets via ServiceNow ticketing system and email. Additionally, cross-training other Technicians on Conference Support to ensure adequate backup resource support from fellow team members.

-The Conference Support Specialist will assist with conferences and meetings which sometimes exceed 500 attendees
- Assist in internal and external meetings, including video conferencing calls setup, configuration, and optimization of every session.
- Work closely with internal and external customers to determine their needs, set up, and/or supervise the AV support during the events. Build customer relationships.
- Maintain conference room equipment – phone, computer, projection, television, audio, screen sharing systems, etc.
- Provide technical support for web/audio collaboration tools such as Zoom, Webex, Teams, Resource Scheduler, and Cisco Meeting Place.
- Partners with other workshop support teams to help support large workshops or conferences across the enterprise.
- Some experience in editing raw videos or Zoom recordings to enhance footage and meet customer requests.
- Collaborate with Service Desk Technicians to help cross-train to ensure backup support resources when hosting even required from multiple users simultaneously.
- Develop and maintain Standard Operating Procedure documentation for Conference support function.
- Analytical approach to problem-solving and creative resolution skills
- Strong communication skills and the ability to build relationships and collaborate with employees at all levels.
- Proactively reach out to meeting organizers to offer conference support services, schedule virtual and physical location, confirm requirements, and assign resources.
- Provide onsite assistance to meeting attendees and internal staff in the operation of conference room equipment.
- Facilitate Web Meeting support via AgilQuest
- Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline.
- Establish productive working relationships and maintain professional, effective, and service-minded communications with teammates, customers, and users.
- Contribute ideas in support of continuous improvement.
- Other duties as assigned include and are not limited to assisting with operational tasks due to staffing levels.

-Bachelor's degree from an accredited institute in a relevant discipline (information systems, computer science or engineering, etc). An additional four years of relevant technical experience may be substituted for the bachelor's degree
- Experience with enterprise level ticketing systems such as ServiceNow, Remedy, etc. and remote support tools (Wind Remote Control, Bomgar)
- Adaptive, flexible, and resourceful in resolving issues and/or identifying workarounds on the spot
- Experience facilitating question and answer sessions using remote tools such as Zoom and WebEx
- Advanced proficiency using Microsoft Office tools – particularly PowerPoint, Excel, and ability to express complex concepts in a clear, easy-to-understand manner with various levels of users and in face-to-face interactions as well as writing
- Ability to obtain and maintain a public trust

Desired Qualifications:

- Experience with QSC DSP, Crestron control, Barco Clickshare, and Owl Meeting Cameras
- InfoComm CTS or CTS-I Certification within 6 months of hire
- ITIL v3 Foundation certification and experience in an ITIL-driven environment
- One or more HDI certifications: Customer Service Representative, Support Center Analyst, Desktop Support Technician or Technical Support Professional
- One or more OS-related vendor certifications (Apple, Linux, Microsoft)
- One or more vendor-independent certifications such as those from CompTIA (A+, N+, Project+, Security+, etc.)
- Experience using ServiceNow for incident management, problem management, and request fulfillment

DLH Corp offers our employees an excellent benefits package including - Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, short and long-term disability, flexible spending accounts, parental leave, legal services and more. We want our employees to save for their future, therefore we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-Learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions.

DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.