Audio Visual Analyst

Videoconferencing Support Analyst

Responsible for complete lifecycle support on an enterprise level videoconferencing infrastructure. The Videoconferencing Support Analyst will support current infrastructure (videoconferencing, multimedia, audiovisual, projection systems, displays, cameras, microphones, intergraded A/V systems, etc.) while looking to the future for state of the art solutions that meet the goals of enterprise.

Major Responsibilities:

• Checks each morning to prioritize events and receive directives for scheduling and bridge calls.
• Creates and manages all end user support documentation for endpoints.
• Serves as a Video Advisor to assist with VC projects as needed.
• Provides 1st level support for end users as needed.
• Edits and distributes recorded material.
• Assists customer conferences and places support tickets as needed.
• Assists with meetings to include setup, cleanup and opening of trouble tickets with the Helpdesk as needed.
• Supports local Codecs and A/V related issues, camera shots, computer broadcasts (ex. PowerPoint/DVD).
• Tracks open issues to provide system maintenance and repair.
• Manages and schedules the Preventative Maintenance process.
• Performs Preventative Maintenance personally as needed.
• Provides training to staff and support as needed.
• Performs system and software upgrades in a timely and well-coordinated manner.

Standard Staffing Level Responsibilities:

• Complies with established departmental policies, procedures and objectives.
• Attends variety of meetings, conferences, seminars as required or directed.
• Demonstrates use of Quality Improvement in daily operations.
• Complies with all health and safety regulations and requirements.
• Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
• Maintains regular, reliable, and predictable attendance.
• Performs other similar and related duties as required or directed.

Position Qualifications:

License/Certification/Education:

• Required: Bachelor of Science or equivalent or work-related experience. A+ certification. Preferred: XP certification.

Experience/Skills:

• Required: Three (3) years minimum technical customer service experience. High level of technical proficiency (Tandberg Codec programming, Codian Bridge, Polycom experience a plus). Minimum of (3) years' experience with designing, budgeting, engineering and support of A/V and videoconferencing systems. A combination of expertise in video conference technology and TCP/IP networking are required. Must demonstrated technical excellence and extensive experience with PC hardware and software support environments. Must have a high level of technical proficiency and excellent interpersonal skills. Must have a combination of expertise in desktop operating systems and TCP/IP networking. Must demonstrate a solid knowledge base of Microsoft Office suite applications, and basic Inter/IntraNet skills. Must have excellent customer communication skills, be organized and efficient. Time management skills are essential. Must be able to participate in on-call rotations as requested. Must participate in department moves & project (including evenings and weekends as required). May need to work early & late shifts as assigned. Must be able to travel to multi-site locations as assigned.

Physical Demands and Environmental Conditions:

• Must be able to routinely lift up to 60 lbs (chiefly monitors, PCs and printers).
• Work is considered sedentary. Position requires work indoors in a normal office environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.