IT Customer Support II - Telehealth Technician

The Telehealth technician provides support and training to end users that are utilizing Telehealth and Unified Communication Services equipment. They provide guidance on how to use the equipment as well as monitoring session to ensure they are successful. The technicians are also responsible for the maintenance and troubleshooting of equipment including but not limited to Video conferencing systems, A/V devices, Medical peripheral devices (such as Exam Cameras, Digital Stethoscope, Ultrasound, etc.). TH Techs work closely with other UCS teams and vendors to ensure the proper installation of the equipment. Techs are a key player in delivery and support of Clinical Telehealth delivery (direct patient care, including supporting technology in operating theatres). Responds to escalated technical issues: Respond to escalated customer requests for assistance. Assess client problem; investigates to determine the cause of the issue. Troubleshooting may involve assessing technical problems or operational issues. Identify a solution where there is not existing precedent or documentation and takes corrective action to reach a resolution. May assist with updating policy, procedures or guidelines. Create and update customer support tickets. Refer to more senior staff. Department support: Revise manuals and department process documents. Create and maintain technical support and training documents. Provide input into department processes, guidelines and procedures. Develop and foster relationships with business units. Run predefined report queries and review for quality assurance. May provide advice or instruction to junior staff. Other duties as assigned.

As an IT Customer Support II, you will provide advanced technical support to a variety of users across AHS for information technology issues in accordance with AHS standards and practices.

Completion of certificate in Computer Support or equivalent.

Two year diploma in Computer or Media Technologies, or equivalent years of service in media, or an IT intensive related field or theater\radio\film production, or customer service related field. Skilled with MS Office tools for collaboration and presentation. Ability to interface with all levels of individuals including senior executives. Good visual acuity for viewing video and still images. Solid interpersonal skills; ability to work well with people within their expertise, and organizational relationships. Must be able to walk\stand for long periods of time. Must be able to lift 50lbs.

Experience with delivery of Telehealth services\products. Experience working with Audio and Video conference technology specifically Poly systems. Experience with managing and supporting large groups or large space conferencing sessions. Effective verbal and written communication competence. System design experience. Vendor management experience. Manufactures certifications. Zoom Conferencing. MS TEAMS collaborations. System testing and acceptance experience.