Job Description

The A/V Technician (Customer Service Specialist II) provides technical support with a specialized focus on Audio/Visual (A/V) event services for the Library of Congress. This role supports end users both remotely and on-site while also delivering full-lifecycle A/V support, including setup, configuration, operation, troubleshooting, transportation, and breakdown of A/V equipment for events across Library and Capitol campus locations. The technician resolves incidents beyond the scope of entry-level staff, provides functional guidance to junior personnel, and ensures high-quality, reliable A/V and IT support in accordance with established service levels.

Key Tasks & Responsibilities

• A/V Event Support Services
• Provide on-demand A/V support for Library events, including setup, configuration, operation, troubleshooting, and breakdown of A/V systems.
• Support standard A/V equipment such as:
• Large monitors/TVs
• Speakers and amplifiers
• Wired and wireless microphones
• Presentation laptops and multimedia systems
• Video conferencing devices (Teams/Zoom)
• Ensure all equipment is fully functional, tested, and configured for optimal performance prior to event start.
• Operate A/V systems during events when requested, including switching sources, managing sound levels, and resolving real-time issues.
• Provide professional “live-event service desk” support for hybrid, virtual, and in-person events.
• Transport A/V equipment to/from event locations on the Capitol Hill campus and other authorized off-site venues.
• Support major Library events such as:
• National Book Festival (large-scale, off-site)
• New Member Seminar (travel may be required)
• Communicate proactively with event coordinators regarding timelines, requirements, issues, and logistics.
• Maintain equipment inventory and ensure proper storage and care.
• IT Service Desk & Technical Support
• Provide support via phone, email, chat, remote tools, or in-person.
• Resolve incidents focusing on hardware, software, network access, conference room technology, and Library business applications.
• Receive, document, categorize, and track incidents and service requests in the Library’s ITSM tool (e.g., ServiceNow).
• Perform troubleshooting to achieve maximum first-contact resolution.
• Escalate complex incidents to support or development teams as needed.
• Conduct ad hoc database queries or updates as authorized.
• Respond to questions on system operations, account access, registration systems, and security requirements
• Operational & Team Support
• Assist Help Desk supervisors by contributing to process documentation, knowledge articles, scripts, and escalation procedures.
• Provide functional guidance, technical support, and informal training to Level I personnel.
• Help ensure timely ticket action by all support technicians.
• Produce or contribute to weekly metrics, trend reports, and quality reviews.
• Support root-cause analysis and problem investigation for recurring issues.
• Serve as a task leader during events or high-priority support activities when designated.
• Service Levels & Professional Expectations
• Meet or exceed responsiveness, timeliness, and reliability requirements as defined.
• Arrive punctually for all events with adequate setup time.
• Maintain professional appearance and conduct during all on-site or off-site event activities.
• Quickly diagnose and resolve A/V or IT issues during setup or live events.
• Maintain communication logs and A/V service request records in the ITSM tool.
• Provide regular status updates and incident summaries to designated Library contacts.

Education & Experience

• Minimum General Experience
• Minimum of four (4) years in customer service or technical support operations, preferably with A/V or event support experience.
• Minimum Education
• High School Diploma
• Relevant commercial certifications are desired (A/V, ITIL, or CompTIA certifications preferred).

Certifications

• ITIL certification v4 preferred.
• A/V, or CompTIA certifications preferred

Security Clearance

• Ability to obtain Public Trust clearance.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Work Locations
• Primary: Library of Congress buildings (Jefferson, Madison, Adams).
• Secondary: U.S. Capitol complex, including Congressional office buildings and the CVC.
• Special Events: Off-site locations such as the Washington Convention Center and remote sites.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at hr@cwsc.com