Advanced Audio Visual Technician

Department/Unit: Information Systems & Services

Work Shift: Day (United States of America)

Salary Range: $70,068.00 - $108,605.00

About the Role

The Audio-Visual Specialist provides onsite and remote support for all complex and in-person audio-visual needs. This role takes ownership of issues escalated by Help Desk Techs and works toward resolution using skills, experience, training, documentation, and resources. The specialist acts as a liaison between customers and Information Technology to resolve reported issues and fulfills project-based or new requests within documented timelines. The role requires exemplary customer service for all Albany Med Health System employees during interactions with the Help Desk.

Responsibilities

• Respond to reported problems and repair malfunctioning equipment in a timely manner, addressing root causes rather than symptoms.
• Provide technical audio-visual, multimedia, and video support for business meetings, conferences, training sessions, and corporate events.
• Set up, 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 tools.
• Install all necessary audio-visual equipment and software to support enterprise growth and unit movement or expansion.
• Excel at providing customer service in all verbal and written interactions with users.
• Work as part of a team to meet goals set by Information Services management.
• Meet or exceed documented and communicated statistical metrics driving departmental performance.
• Take ownership of issue and incident resolution to improve the end-user experience.
• Maintain a high degree of contact with internal and external stakeholders, including users of Albany Med Health System devices or applications.
• Maintain current technical expertise in rapidly changing technology.
• Use customer feedback to solve problems quickly and effectively.
• Provide support for non-standard applications and hardware.
• Identify potential areas where existing policies and procedures require change or new ones need development, especially for future business expansion.
• Provide documentation, policy, and procedure standards for the audio-visual environment.
• Identify and evaluate information technology tools for potential implementation.
• Maintain confidentiality by using and communicating information only as needed to perform duties.
• Perform at or above Information Services performance standards.
• Fulfill department requirements for work coverage and administration notification during periods of absence (e.g., illness, vacation, education).
• Complete other duties or assignments as designated by management.

Requirements

• This role may require access to sensitive information, including HIPAA Protected Health Information and other data regulated by Federal and New York State statutes.
• Workforce members must ensure access to information is based on a "need to know" and is the minimum necessary to perform assigned duties.
• Use or disclosure of information shall not exceed the minimum required to accomplish an intended purpose.
• Reasonable efforts must be made to protect information from unauthorized access and modification, consistent with Albany Med Health System policies and standards.