Job Description
Provides front-line technical support and hands-on expertise for audio, video, unified communications, and collaboration services throughout the Health System. You will serve as the primary point of contact for end-users, ensuring seamless operation and optimal performance of our collaborative technologies, delivering essential first-line support, and contributing to a robust knowledge base.
Job Responsibility
Front-Line Support & Triage
- Serve as the initial point of contact for all collaborative services support inquiries, meticulously logging, triaging, and promptly allocating calls to appropriate IT teams.
- Monitor the VCGroup and Collaborative Services mailboxes, respond to emails, and/or re-route inquiries to the appropriate department team member for resolution.
- Provide comprehensive ad-hoc technical assistance and troubleshooting for a wide range of computer systems, business applications, and video conferencing platforms.
Onsite A/V & Meeting Support
- Physically support meetings, conferences, and/or events based on client/site requirements, including complex or high-visibility engagements such as executive meetings, special events, and large-scale conferences.
- Troubleshoot and resolve user and equipment issues prior to meeting start time, documenting all actions taken.
- Provide dedicated onsite technical support, perform troubleshooting, and handle escalations for Audio/Visual (A/V) equipment and collaborative technologies.
System Provisioning & Configuration
- Install, provision, configure, and maintain video conferencing and collaboration solutions-including Microsoft Teams Rooms (MTRs), Zoom Rooms, and other collaborative meeting technologies-for both demo and live environments to ensure optimal functionality.
- Ensure integration of systems at assigned site(s) and across the Health System.
Vendor & Project Coordination
- Collaborate with vendors involving installations, certifications, and acceptance of new equipment installations and upgrades.
- Ensure vendor technicians meet service standards for maintenance testing, room preparedness, and room utilization documentation.
- Maintain the department project database, including documenting vendor status and reporting on status/metrics to management.
Client Collaboration & Evaluation
- Collaborate with clients, as assigned, in the development and evaluation of video and collaboration services for new projects and renovations of existing sites.
- Participate in evaluating new video conferencing, collaboration, and Unified Communications technology and services.
Knowledge Management & Documentation
- Actively contribute to the ongoing development and maintenance of the Collaborative Services Help Desk Knowledge Base, Standard Operating Procedures (SOPs), and other essential documentation.
- Maintain the site/facilities database for all Health System video conferencing facilities, including pictures, equipment, network, and facility information.
- Maintain and adhere to departmental standards, policies, and procedures.
Job Qualification
- High School Diploma or equivalent required. 3-5 years of relevant experience, required.
HIGHLY PREFERRED
- 2-4 years of hands-on experience supporting audio/visual equipment, video conferencing platforms, and/or collaborative technologies in an enterprise or healthcare environment.
- Experience working in a large-scale, multi-site organization, preferably within a health system or similarly complex environment.
- Demonstrated experience providing white-glove or executive-level meeting support.
- Proficiency with Microsoft Teams Rooms (MTRs), Zoom Rooms, and other enterprise collaboration platforms.
- Experience with AV equipment including displays, cameras, microphones, DSPs, audio processors, switchers, control systems (e.g., Crestron, Extron, Biamp, Shure, Poly/HP, Logitech).
Travel Requirements
- Ability and willingness to travel between Health System sites as needed to provide onsite technical support, event coverage, equipment installations, and facility assessments.
- Travel may include both planned assignments and short-notice requests to address urgent support needs across the network.
- Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team members base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).