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 member's 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).