Lead AV Technician

Position: Lead AV / Conference Technology Technician

Location: 5600 Fishers Ln, Rockville, MD 20852.(5 days onsite mandate)

Duration: Long Term

Job Description:

Clearance: Ability to obtain Public Trust clearance (required).

Note: Monday–Friday; 8 hours of service within the coverage window of 7:00 AM–6:00 PM ET. This is an hourly position paid for hours actually worked. Federal holidays are not worked(C1) and are unpaid — holiday hours are compensated only if the COR directs holiday coverage, in which case those hours are worked and paid.

Position Summary

The Lead AV Technician provides on-site operation, maintenance, and user support for Client's approximately 80 Microsoft Teams conference rooms and its integrated webcast studio. The role leads daily conference-room readiness and incident response, serves as the senior technical point of contact for the AV support team, and owns the technical content behind the contract's recurring reporting, inventory, and SOP deliverables.

Key Responsibilities

Conference Room & Webcast Support

Perform daily operational checks of high-priority/director rooms and routine sweeps across all managed conference rooms; confirm displays, audio, video, and controllers are fully operational.

Provide pre-meeting setup and live on-site support for meetings, webcasts, and hybrid events, including the webcast studio (control room, studio, green room).

Respond to user support requests within 10 minutes of notification during business hours and resolve conference-room tickets (target: under 30 minutes).

Schedule events and webcasts, maintain the events calendar, and communicate access details to participants and stakeholders.

Deliver on-site instruction and real-time assistance to presenters, participants, and producers before and during events.

Maintenance & Engineering

Perform routine quality-control checks (test, dust, and clean equipment), mock presentation tests, and system diagnostics; log all activity.

Troubleshoot and isolate hardware, software, cabling, and network issues; coordinate with HRSA OIT, NIH, and HHS staff as needed.

Execute equipment programming/reprogramming and firmware/software updates to support configuration and performance changes.

Coordinate and execute equipment repair and replacement, including packing, shipping, and field support.

Make expert recommendations on room/system configurations; when equipment requires replacement or upgrade, develop options with bills of materials (BOM) and written justification.

Inventory & Configuration Management

Maintain the configuration management library and asset inventory (manufacturer, model, serial/inventory number, firmware/BIOS, location, warranty/licensing status, cost).

Support quarterly inventory audits and monthly inventory reporting; flag missing or damaged equipment.

Documentation, Reporting & Training

Produce the weekly operational status report (ServiceNow CSV attached) to the PM for compilation to the COR.

Supply the technical inputs for the monthly metrics report (ticket volume/resolution, room uptime, equipment status).

Create and maintain user documentation — Quick Reference Guides, FAQs, and SOPs — including guest Wi-Fi and room-device procedures.

Develop and deliver end-user and technical-staff training (train-the-trainer) on HRSA conferencing technologies.

Team Leadership

Serve as lead technician for the AV support team; provide technical guidance, coordinate daily coverage, and support onboarding of new technicians.

Required Qualifications

Hands-on experience operating and maintaining Microsoft Teams Rooms and Poly Studio hardware (USB, X30, X50, X52, X70, X72) with Poly TC8/TC10 touch controllers.

Experience with integrated webcast/broadcast environments — Crestron control systems, Vaddio and Analog Way controllers, production/matrix switchers, codecs, DSP audio, and professional lighting/microphone systems.

Proficiency troubleshooting AV, networking, and display systems in an enterprise setting.

Experience with IT service ticketing (ServiceNow preferred) and structured status reporting.

Strong written documentation skills (SOPs, QRGs, status reports) and Section 508-aware document practices.

Customer-facing communication skills for supporting executive and public-facing meetings.

Ability to pass a Tier 2 (Moderate Risk) background investigation and obtain an HSPD-12 PIV credential.

Compliance Requirements (Upon Award / Onboarding)

Complete HHS/HRSA Cybersecurity Awareness Training before starting work and annually thereafter.

Complete HHS Records Management Training within 30 days and annual refresher thereafter; submit completion certificate to the COR.

Sign and submit the HRSA Non-Disclosure Agreement prior to performing work; adhere to the HHS IT Rules of Behavior.

Report suspected security/privacy incidents in accordance with HRSA CSIRT timelines.

Complete role-based security training if designated with significant security responsibilities.

Preferred

Industry certifications (e.g., AVIXA CTS, Poly/Crestron/Microsoft Teams Rooms credentials).

Prior federal/government on-site AV support experience.