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Technical Specialist

3 months ago

Duarte, United States City of Hope Full time

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. Our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

The Technical Specialist Lead - Audio Visual (AV) leads the delivery of City of Hope’s AV Services and provides on-site supervision of AV Technical Support Services Teams, AV Vendor and contractor activities to ensure COH Staff and events are successful in their use of AV technology across all campuses, community sites and online. Primary responsibilities include collaborating with the Stakeholders and the Sr. Manager of End User Technology and Support to plan, schedule, and support high profile events; provide consultations to faculty regarding their use of AV in conference rooms, and other AV equipped spaces; monitors and triages AV support tickets; ensures AV technicians perform daily checks of AV systems including documenting and coordinating the resolution of equipment failures internally or through vendor partners. This position may have variable start times, including after-hours, and holiday schedules to cover evening, weekend, or specialty COH Sponsored events such as the Town Hall, City Forums, Executive Team, and Office of the Board meetings. Works independently and proactively in a fast paced, high pressure, and high-profile environment. Must be team oriented, organized, results driven, collaborative, professional, flexible, and have excellent customer skills. Works on high profile Executive and special event audio visual productions. This position reports to the Sr. Manager of End User Technology and Support Services, and supervises the work of contractors, COH AV Staff and Vendors that support events on all campuses. Provides timely feedback to managers regarding AV Staff performance.

**Essential Functions**:

- Plan, Schedule, Assign Technicians to Events and Supervise AV Events Service Delivery (80%)
- Provides on-site supervision of AV Technicians and contractors’ activities ensuring events are successful in their use of AV technology across all campuses, community sites and online. Provides feedback on technicians’ performance to End User Technology and Support Sr. Manager.
- Consults directly with Key Stakeholders and staff to plan for the technical implementation of events and related support. Makes recommendations on best use of technology.
- Daily supervision of AV Technical Staff to achieve high performance and effective operational delivery
- Arranges backup support for events that require dedicated AV technicians
- Provides escalation support on complex issues for assigned AV technicians
- Supports day-to-day coordination and delivery of all Audio-Visual services, for internal and external events to the highest standards, which may include running client presentations and managing / formatting AV Content for events.
- Maintains AV systems and ensures the Team responds to maintenance calls, faults, and AV equipment inquiries in an effective and timely manner.
- Consults with Key Stakeholders Staff to ensure we are meeting their AV requirements and manage any complaints regarding our AV support and services ensuring positive resolutions.
- Coordinating the resolution of equipment failures internally or through vendor partners
- Manages the triaging of support tickets daily using workflow management system (ServiceNow)
- Oversees key software systems (monitoring and scheduling software, video recording and conferencing tools)
- Leads AV support and services Team in maintaining, testing, and servicing of all AV equipment (including maintaining licensing, software upgrades, physical inventories, and service records.) Ensure that daily, weekly, monthly and ad-hoc AV System testing and validation is conducted across all supported areas.
- Lead AV Services for VIP, Office of the Board and Project Delivery (20%)
- Serves as primary AV technical services contact for the Office of the Board, engaging with key City of Hope Stakeholders regarding board meeting coordination, setup and support requirements, and liaises with internal / external stakeholders and vendors providing AV consultation and expertise as required for new Campus, Site, or Room buildout projects and AV system refreshes across the Enterprise.
- Schedules and provides technical planning for events
- Assesses, supports, and provides prompt white glove support for VIP AV requests and escalations.

**Schedule**
- This position requires regular weekday on-site work. A typical schedule requires 40 hours. Schedule changes are identified at least a week in advance.
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