Department/Unit:

Information Systems & Services

Work Shift:

Day (United States of America)

Salary Range:

$65,102.17 - $100,908.37

The Audio-Visual Specialist provides onsite and remote support for all complex and in person audio-visual support needs. The Audio-Visual Specialist will take ownership of issues escalated to them by Help Desk Techs and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The Audio-Visual Specialist escalates and notifies Information Services employees appropriately according to documented standard operating procedures. The Audio-Visual Specialist is responsible for an exemplary customer service experience for all Albany Med employees during their interaction with the Albany Med Help Desk. The Audio-Visual Specialist acts as a liaison between the customers and Information Services to resolve any issue that is reported and will fulfill any project based or new requests that are assigned to them in the documented timelines.

The Audio-Visual Specialist – Level III will have moderate onsite audio-visual support experience, or the corresponding knowledge/skillsets required for the role and has a desire to pursue a career in the audio-visual field of Information Services. The individual will utilize their knowledge and experience in combination with departmental standard operating procedures, processes, documentation and training to resolve issues. The individual will receive moderate to little supervision and will have moderate latitude in decision making on resolving issue. The individual is expected to escalate issues that fall outside of their training and documentation for disposition by senior peers or management. The individual will have knowledge of and excel at providing customer service and ensure that all written and verbal interactions with users meet those standards. The individual will have exemplary personal work ethic and strive to work effectively and efficiently.

Typical responsibilities include:

Support

Respond to problems called in and repair the malfunctioning equipment in a timely manner, while resolving the root cause issue rather than the symptom of the issueProvide technical audio-visual, multi-media, and video support services for business meetings, conferences, training sessions, and corporate events. Setup, troubleshoot, and maintain multimedia equipment such as video projectors, monitors, audio systems, video cameras, DVD players, and videoconferencing equipment. Ensure proper connectivity of equipment, networks, and computers to the AV system for display.Provide support with audio-visual troubleshooting, configuration and diagnostic toolsInstall all necessary audio-visual equipment and software to support enterprise future business growth and the movement and/or expansion of enterprise unitsExcel at providing customer service in all verbal and written interactions with usersWork as part of a team to meet goals set forth by Information Services managementMeet or exceeds documented and communicated statistical metrics that drive overall departmental performanceTake ownership of issue and incident resolutionProvide all support actions that assist in the betterment of the end user experience of the Albany Med community

Supervision

This position will provide guidance to the Audio-Visual Specialist – Levels I and II positions as well as train new Audio-Visual Specialist – Levels I, and II on their job responsibilities

Contact with others

High degree of contact internal and external to Albany Med including any user of any Albany Med device or application

Other

Maintain current technical expertise in the rapidly changing technology of Albany Med Information ServicesUse customer feedback as a basis for taking actions, which solve customer problems quickly and effectivelyProvide best effort support for non-standard applications and hardwareRecognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansionProvide documentation, policy and procedure standards for the audio-visual environmentIdentify and evaluate information technology tools for potential implementationAct as a liaison between customers and Information Services to resolve any issue with the end user experienceMaintain confidentiality by using and communicating information only as needed to perform one’s dutiesPerform at or above the Information Services performance standardsFulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)

Complete other duties or assignments as designated by management

Thank you for your interest in Albany Medical Center!​

Albany Medical is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.