Lead AV / Tech Support Specialist (Local)

Vanderbilt University Medical Center•Nashville, TN

3d•Onsite

About The Position

This position provides technical support to Hospital leadership, executive & administrative staff as well as conference room support (Audio Visual) for multiple conference rooms. This role is responsible for overall technical support of hardware, software, Crestron AV equipment, troubleshooting, maintenance & installation of equipment and systems and requires strong customer service ability.

Requirements

Solid computer hardware and software technical support experience
Audio Visual support experience (specifically Crestron is preferred)
Strong troubleshooting experience and ability
Strong communication and customer service ability
Problem Management (Advanced): Demonstrates the uppermost levels of expertise in Incident Tracking and Problem Reporting in challenging and complex situations. Clearly articulates incidents and problems in a way that improves chances of quick resolution. Provides solutions that improve the design and architecture of the system. Makes recommendations that are creative and imaginative while setting a standard for others. Often takes a lead role in highly pressurized situations when there is a need to achieve results.
Procedures (Advanced): Performs call analysis to determine trends in hardware, software and procedural problems, recommends improvements and interfaces with appropriate support groups to effect changes/software updates in order to reduce and/or eliminate problem calls. Demonstrates the uppermost levels of expertise in applying this skill in a creative and imaginative manner in order to achieve results. Actively participates in outside professional organizations and forums.
Product Knowledge (Advanced): Demonstrates ability to resolve problems of a difficult nature which do not have documented work-around procedures by drawing on past experiences and training. Successfully works with customers and support groups to expedite problem resolution. Able to proceduralize newly developed problem resolutions for inclusion into help desk knowledge bases. Able to train and educate by setting the example, giving technical instruction, providing leadership and generally raising the level of performance of others while on the job.
Serves as a lead for the team by providing expertise and guidance to team members.
Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance and gain knowledge in new areas.
Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships.
Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences.
Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them.
Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions.
Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness.
Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly.
Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them.
Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring.
Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure.
Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area.
Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities.
Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches.
Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges.
Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.

Nice To Haves

specifically Crestron is preferred

Responsibilities

Ensure Performance and quality of products and services conform to standards, guidelines and requirements.
Identify and resolve technical issues.
Assist customers and elevate issues when necessary.
The responsibilities listed are a general overview of the position and additional duties may be assigned.