AV Support Technician

Overview

The AV Support Technician will help implement and maintain regional video collaboration tools to support Partnership HealthPlan’s communication needs. This role involves assisting with setup, basic troubleshooting, and providing support to staff and team members using AV equipment. The AV Support Technician will work closely with the AV Support Specialist andwill be instrumental in ensuring consistent, high-quality AV experience throughout the organization.

Responsibilities

• Works with the AV Specialist to install (to include design and test), operate, and maintainvideo conferencing equipment.
• As requested, provides video conferencing event planning consisting of test plans, engineering assessments and recommendations for optimal support of meetings requiring video conferencing.
• Utilizes the existing incident management-tracking tool (e.g., ServiceDesk Cloud) forall related requests for Video Conferencing and or video conferencing client support.
• Troubleshoots and resolves escalated collaboration and business applicationincidents pertaining to conference room equipment and video conferencing services.
• Maintains current knowledge with advancing technologies and providerecommendations for new technologies as they emerge.
• Maintains continuous uninterrupted services by ensuring all conference rooms arefully functional.
• Delivers offsite technical assessments and support for all company meetings conducted outside regional office locations.
• Other duties as assigned

Qualifications

Education and Experience

Associate or Bachelor Degree in Computer Science, Engineering, or related field or related experience preferred. Two (or) or more years’ experience in the Audio Visual industry.

Special Skills, Licenses and Certifications

Experience and working knowledge of large conference rooms with integrated audio / video is a required. Technical understanding of the full suite of Webex Conferencing products deployed in the Cisco environment is required. Must have extensive knowledge of CISCO conferencing and integrated audio and video infrastructure equipment. This includes the configuration, operation and management of users and devices through Cisco Webex Control Hub. Must have in depth knowledge on Cisco Telepresence Devices and Extron Controls and automation. Familiarity with Microsoft Teams and ability to provide support is a plus. Extensive experience with WebEx platform, CiscoWebex Control Hub and an understanding of network security as it applies to video collaboration communications. Must also possess a strong customer service orientation. Experience supporting alternative collaborative solutions, Microsoft Teams, Zoom is a plus. Familiarity with Microsoft Windows and Office products in required. Experience with Cisco systems installation, maintenance and troubleshooting.Knowledge and experience with computer network configuration

Performance Based Competencies

Strong verbal and written communication skills are important, responsibilities will include extensive team and customer contact. Ability to quickly acquire in-depth knowledge of new systems and software configuration at Partnership. Strong written and oralcommunication skills with ability to interpret and understand technical requirements. Excellent technical abilities and experience working withWebEx tools and technology. Excellent analytical skills to troubleshoot and resolve systems problems. Able to develop procedures to automatejobs and to document extensively and clearly.

Work Environment And Physical Demands

More than 50% of work time is spent in front of a computer monitor. May be required to bend, stoop, kneel, crawl, or work in other nonstanding and non-sitting positions to install cabling, systems hardware,and other related equipment.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.

HIRING RANGE:

$67,630.77 - $81,156.92

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.