AV Technician (CRS)

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.