SUBFUNCTION DEFINITION: Respond, diagnose, and resolve a wide variety of inquiries and problems related to A/V systems, Video Teleconferencing, Recording/Archiving and Web Collaboration. Utilize technical expertise and customer service skill to support users of interactive Audio/Video (A/V) systems. Focuses as a resource and responds and anticipates inquiries related to a specific subject matter or technical applications.
Operations Support 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, web collaborations, 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. Serve as SME for above systems.
Project Involvement 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. Also, be an available resource/SME to and participate with other IS or institutional projects.
Documentation 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.
Customer Service 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.
High school diploma or equivalent
2-5 years of work experience in a related job discipline OR equivalent combination of education and experience
Cincinnati Children's is proud to be an Equal Opportunity Employer that values and treasures Diversity, Equity, and Inclusion. We are committed to creating an environment of dignity and respect for all our employees, patients, and families (EEO/AA).
About Cincinnati Children's Hospital Medical Center
At Cincinnati Children’s, we come to work with one goal: to make children’s health better. We believe in a team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better, and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children’s.