AV Technician; CRS

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.

• 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., Service Now).
  • 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.

• 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).

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

• Ability to obtain Public Trust clearance.

• Work Locations
  • Primary:
    Library of Congress buildings (Jefferson, Madison, Adams).
  • Secondary: U.S. Capitol complex, including Congressional office buildings and…