Tech Field Support IV

Job description

Department/Unit: Information Systems & Services Work Shift: Day (United States of America) Salary Range: $70,068.00 - $108,605.00 The Audio-Visual Specialist provides onsite and remote support for all complex and in person audio-visual support needs. The Audio-Visual Specialist will take ownership of issues escalated to them by Help Desk Techs and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The Audio-Visual Specialist escalates and notifies Information Technology employees appropriately according to documented standard operating procedures. The Audio-Visual Specialist is responsible for exemplary customer service experience for all Albany Med Health System employees during their interactions with the Albany Med Health System Help Desk. The Audio-Visual Specialist acts as a liaison between the customers and Information Technology to resolve any issue that is reported and will fulfill any project based or new requests that are assigned to them in the documented timelines. SPECIFIC RESPONSIBILITIES Respond to problems called in and repair malfunctioning equipment in a timely manner, while resolving the root cause issue rather than the symptom of the issue Provide technical audio-visual, multi-media, and video support services for business meetings, conferences, training sessions, and corporate events. Set up, troubleshoot, and maintain multimedia equipment such as video projectors, monitors, audio systems, video cameras, DVD players, and videoconferencing equipment. Ensure proper connectivity of equipment, networks, and computers to the AV system for display. Provide support with audio-visual troubleshooting, configuration and diagnostic tools Install all necessary audio-visual equipment and software to support enterprise future business growth and the movement and/or expansion of enterprise units Excel at providing customer service in all verbal and written interactions with users Work as part of a team to meet goals set forth by Information Services management Meet or exceeds documented and communicated statistical metrics that drive overall departmental performance Take ownership of issue and incident resolution Provide all support actions that assist in the betterment of the end user experience of the Albany Med Health System community High degree of contact internal and external to Albany Med Health System including any user of any Albany Med Health System device or application Other Maintain current technical expertise in the rapidly changing technology of Albany Med Health System Information Technology Use customer feedback as a basis for taking actions, which solve customer problems quickly and effectively Provide best support for non-standard applications and hardware Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion Provide documentation, policy and procedure standards for the audio-visual environment Identify and evaluate information technology tools for potential implementation Act as a liaison between customers and Information Technology to resolve any issue with end user experience Maintain confidentiality by using and communicating information only as needed to perform one’s duties Perform at or above the Information Services performance standards Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.) Complete other duties or assignments as designated by management Thank you for your interest in Albany Med Health System!​ Albany Med Health System is an equal opportunity employer. This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.