AV Technician; CRS Security Clearance

Position: AV Technician (CRS) with Security Clearance
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., 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. 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. $59,000 - $70,000 a year The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity. The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the position. 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,…