Audio Visual Support Specialist

2 weeks ago

Bethesda, Maryland, United States Leidos Full time

Position Overview

Company Overview

At Leidos, we are committed to delivering cutting-edge solutions through the dedication and expertise of our diverse workforce. Our focus is on empowering our teams, contributing positively to our communities, and adhering to sustainable practices. Our core values guide our operations, ensuring we prioritize the needs of our customers, our employees, and the community at large. We offer numerous opportunities for career growth and development, fostering rewarding relationships with supportive colleagues and clients.

Role Summary

Leidos is seeking an Audio Visual Support Specialist to join our team. This role is essential in providing support for audio-visual systems and service desk operations. As a vital member of the IT Operations and Maintenance team, you will be tasked with the installation, upkeep, and troubleshooting of AV equipment while delivering outstanding service desk assistance to users. The ideal candidate will possess a well-rounded skill set in both AV technology and IT support, demonstrating a strong commitment to high-quality customer service and effective technical solutions.

Key Responsibilities

  • Serve as the initial point of contact for all customer inquiries and incidents through various communication channels.
  • Manage user accounts, including creation, password resets, and troubleshooting.
  • Document and track customer requests and incidents using the approved IT Service Management system.
  • Conduct initial troubleshooting and escalate complex issues to higher support tiers as necessary.
  • Provide professional telephone support to maintain excellent customer relationships.
  • Ensure accurate logging and assignment of all service tickets.
  • Monitor incidents for trends and potential problems, reporting findings to management.
  • Update service desk documentation to reflect new processes and best practices.
  • Contribute to the creation of both customer-facing and internal knowledge base documentation.
  • Participate in continuous service improvement initiatives to enhance service delivery.
  • Install, configure, and maintain AV systems, including projectors, sound systems, and video conferencing tools.
  • Diagnose and resolve AV equipment issues promptly to minimize disruptions.
  • Provide on-site technical support during meetings and events, ensuring seamless operation of AV systems.
  • Assist in evaluating and implementing AV technology upgrades.
  • Maintain accurate records of AV equipment inventory and maintenance schedules.
  • Collaborate with IT team members on AV and IT-related projects.
  • Coordinate with external vendors for repairs and procurement of AV equipment.
  • Communicate effectively with users to ensure a positive experience and high satisfaction levels.

Qualifications

  • Bachelor's degree with 6+ years of relevant experience, or equivalent experience in lieu of a degree.
  • Experience with Active Directory for managing domain accounts.
  • Familiarity with virtual desktop support in a Microsoft Windows environment.
  • Proficient in troubleshooting hardware and software issues for end-user devices.
  • Experience with Microsoft tools such as Active Directory, DNS, and DHCP.
  • Strong time management skills and the ability to prioritize tasks effectively.
  • Excellent oral and written communication skills.
  • Proven experience in AV system installation and troubleshooting.

Certifications

  • Must meet DoD IAT Level II certification requirements.

Clearance Requirements

  • Active TS/SCI clearance with Polygraph required or willingness to obtain.
  • U.S. Citizenship is mandatory due to the nature of the contracts supported.

Preferred Qualifications

  • Experience with hardware setup and maintenance for various devices.
  • Familiarity with operating system and application deployment methodologies.
  • Experience in an Agile work environment.

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