Job Description

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as the Audio Visual Support Lead (Hardware Install Technician II - AV Support) for the US Department of Justice (DOJ) Service Desk and information technology (IT) Services for all Civil Division components supported by the Office of Information Technology (OIT). OIT requires support to provide enterprise-level service desk and incidental information technology services in support of OIT’s operational requirements. Services include: Help Desk Support, IT Operations Management and Support, Mobile Support, IT Asset Management, Software Development and Support, IT Security Program Support, IT Incident Response and Reporting, Classified Processing, IT Training Services, Laptop Lending Program Support, Application Services Help Desk, SharePoint Support, Litigation IT Travel Support, Reasonable Accommodation Support, Case Information Management System (CIMS), and Civil Online Relativity Application (CORA) Support, and Copy Center Operations. The Civil Division consists of approximately 2,700 personnel primarily located in the Washington, DC National Capital Region (NCR).

The Audio Visual Support Lead (Hardware Install Technician II - AV Support) for the DOJ CIV Help Desk and IT Support Services is responsible for providing A/V support for operations at customer Washington DC locations with customer coverage hours M-F 7:30-6:00PM. The Technician will provide technical subject matter expert support for video conferencing requirements and demonstrate competency in technical areas preferably as a Microsoft Certified Professional (MCP) to ensure that support resolution addresses customer IT software and hardware requirements with a foundational and appropriate technical skillset. The Audio Visual Support Lead (Hardware Install Technician II - AV Support) will possess advanced skillsets to assist with resolution of moderately complex issues.

Key Tasks and Responsibilities

Lead A/V support service delivery

• Ensure that responses are technically accurate, leverage customer documented guidelines and standard operating procedures (SOPs)
• Ensure team is meeting contract SLA standards
• Track tickets in IT Service Management ticketing system, ensuring properly documented and closed per SLAs
• Escalate tickets to appropriate Tier level for issue resolution when required
• Provide feedback on issues for development of the customers resolution knowledge database
• Manage and monitor problem ticket trends and perform analysis to determine changes in level of support required
• Ensure that services are performed at an acceptable level of quality
• Provide training and/or coordinate training for service personnel
• Participate in daily meetings and provide updates on team performance and progress
• Ensure personnel wear proper attire required for service area supported
• Create, analyze, and provide reports from ITSM Tickets System
• Ensure work practices to secure and safeguard all Government provided property and data
• Serve as the single point of contact for A/V support issues.

A/V Support

• Provide audio video conference support
• Field telephone calls forwarded by the Tier 1 personnel relevant to A/V equipment
• Visit sites to resolve A/V equipment issues in the NCR
• Visit each of the AV system at least once every two weeks to proactively address problems, ensure equipment is in presentable condition, and ensure all wireless devices are charged
• Field end-user customer’s input on the systems and pass that input onto the customer A/V points of contact (POCs)
• Aid the customer A/V POC(s) in the design of both enhancements to existing systems, and brand-new A/V systems.
• Perform services in accordance with SLAs
• Test equipment and its functionality
• Assist with establishing the appropriate configurations of existing Crestron Digital Media AV equipment.

Job Requirements: