Supports and monitors A/V Hub (command center) help desk mailboxes, incident queues and requests for systems technologies support throughout CCHMC. Performs routine tasks such as: recording presentations, set up video teleconferencing, technology systems maintenance, remote troubleshooting support, etc. Coordinate and execute customer service and technical assistance in meeting rooms for customers and clients. Administer Broadcast/Recording/archiving of meetings and conferences to appropriated devices as needed. Monitoring help assistance to customers and clients through incident queue system internal to Hospital staff. Troubleshoot, maintain, and update interactive systems as needed on a monthly and yearly basis
Participate in small to medium projects. Track and document project deliverables. Constantly monitor and report progress to the appropriate stakeholders. Prioritize assigned tasks and projects based upon directives from supervisor. Participate in Client Services projects including installation, configuration and testing of new and existing hardware/software.
Review and update Interactive Services documentation to include instructions, fixes, processes & procedures. Make recommendations for changes/improvements. Maintain Incident Management entries ensuring that they are up-to-date at all times. Provide communications and documentation relative to metrics and projects as needed/required.
Ensure outstanding end-user support is provided, including ongoing monitoring of Service Level Agreements for incident management and collaboration with other areas to ensure customer-centered incident management and support. Adhere to and promote continual adoption of change management policies and procedures. Model outstanding customer service behavior, including timely and effective follow-up with customers. Always maintain CCHM's service standards of being Courteous, Attentive, Respectful and Enthusiastic team members, and Safe (CARES). Other duties as assigned.
Familiarity with modern A/V systems and products such as: Crestron control systems, Large screen projection and displays, Audio/Video routing and Video Teleconferencing.
Effective verbal, written and interpersonal communication skills.
Must possess a high level of organizational and workflow efficiency skills with attention to detail.
Proficient with Microsoft Office suite.
Demonstrate diplomacy, tact, and a professional demeanor.
Ability to relate to individuals of diverse age groups and demographic backgrounds.