Av/service Desk Analyst

Av Service Desk Analyst

The Digital Modernization Sector has an opening for an AV Service Desk Analyst to support a large customer in Washington, DC. As a front-facing representative for the IT department, you will provide end-to-end AV and technical support for our internal team and customer stakeholders. You aren't just a ticket-taker; you're a problem-solver who leverages modern ITSM tools and AI-assisted workflows to minimize downtime and enhance the digital employee experience. You'll operate in a high-visibility federal environment, supporting end users, senior agency staff, and scientific personnel, explaining complex technical concepts clearly to non-technical audiences and resolving issues efficiently in a fast-paced setting.

Primary Responsibilities

• Provide on-site AV support for customer events, including required travel.
• Operate, set up, and maintain AV equipment: projectors, microphones, speakers, displays, and related systems.
• Rapidly diagnose and resolve audio/video issues during high-profile live events and meetings to minimize disruption.
• Follow a logical "Hardware-to-Software" troubleshooting path during failures; remain composed in high-pressure scenarios.
• Serve as a technical subject matter expert across Windows, macOS, Microsoft 365 (Outlook, Teams, SharePoint), Adobe, Slack, JAMF, Intune, and account-management systems.
• Participate in daily Service Desk operations: ticket intake, documentation, prioritization, and timely resolution.
• Communicate technical instructions clearly, tailoring explanations to each user's technical level.
• Identify and manage escalations, ensuring issues are routed and resolved appropriately.
• Monitor Service Desk KPIs/metrics to spot trends and continuous-improvement opportunities; support service improvement plans and SLAs.
• Maintain up-to-date knowledge of the customer environment, mission, and user base; build strong relationships with key stakeholders to understand support needs and foster trust.
• Assist users in navigating internal AI tools (e.g., Microsoft Copilot) and handle escalations where AI-automated solutions fail.

Required Qualifications

• Bachelor's degree, 4+ years of AV support. Additional years of experience may be substituted in lieu of degree.
• Expert knowledge of Microsoft Teams and Zoom.
• Strong understanding of audio/visual equipment and event-support workflows.
• Experience supporting Windows and macOS environments.
• Experience with Zendesk and ServiceNow ticketing systems.
• Exceptional customer service, communication, and interpersonal skills.
• Ability to troubleshoot quickly and accurately under pressure.
• Ability to stand for extended periods and lift up to 50 lbs (with or without reasonable accommodation).
• Flexible schedule with availability for nights/weekends as needed.
• Ability to travel for event support (up to 25%).
• U.S. Citizenship and ability to obtain a Level 5 Public Trust (Moderate) clearance.
• Proven ability to collaborate with government staff, contractors, vendors, and cross-functional teams.
• Ability to work independently, manage competing priorities, and solve problems in a fast-paced environment.

Preferred Qualifications

• Experience supporting healthcare or scientific agencies (e.g., FDA, NIH, HHS).
• ITIL 4 Foundation or HDI certification.
• Prior experience within NIH/HHS environments.
• Experience delivering Tier 3 technical support.
• JAMF and Intune device-management experience.
• Any of the following certifications: AVIZA CTS, Crestron Technician / CTI, Q-SYS Level 1 or higher, Biamp Tesira certifications, Extron AV Associate

Work Arrangement & Clearance

• On-site at Washington, DC with potential hybrid flexibility (up to 25% remote).
• This role requires U.S. Citizenship and the ability to obtain and maintain a Level 5 Public Trust (Moderate Risk) background investigation under federal contract requirements.