Multimedia/Business Systems Support Specialist

4 weeks ago

Klamath Falls, United States Sky Lakes Medical Center Full time
Position Summary:

The Multimedia and Business Systems Support Specialist is responsible for providing comprehensive technical support across a variety of platforms with a focus on audio-visual (AV) systems and Point of Sale (POS) systems. This role ensures optimal functionality during business hours, offers specialized support for after-hours events, and handles advanced troubleshooting and support tasks. In addition, the Multimedia and Business Systems Support Specialist will work collaboratively with peer teams in the IS department and participate in projects as designated. Participates in after-hours call as needed.

Qualifications:

Required: At least 3 years of experience with AV and POS system support, including software and hardware. Strong problem-solving skills, excellent communication abilities, and a proven track record in customer service. Ability to work flexible hours, including occasional after-hours support.

Preferred: Bachelor's Degree in Information Technology, Computer Science, or related field. Support experience with Cisco Webex, Microsoft Teams, and Zoom Meetings platforms.

Essential Job Functions:

• Set up, troubleshoot, and ensure proper functioning of all AV equipment during business hours. Provides specialized AV support for after-hours events, including setup and operational assistance. Provides direct elbow-to-elbow support to end users experiencing issues with AV systems in meeting rooms. Escalates and assists with Tier 3 AV support issues, collaborating with system admins to solve more complex issues.

• Serves as a Tier 2 support specialist for POS systems across various locations including the cafeteria, coffee shop, gift shop, retail pharmacies, and fitness center. Escalates and assists with Tier 3 POS support issues, collaborating with system admins to resolve complex POS problems.

• Documents all troubleshooting processes and maintains a log of common issues and resolutions to build a knowledge base.

• Monitor the effectiveness of current support strategies and suggest improvements based on user feedback and issue resolution trends.

• Regularly update skills in AV and POS technologies, particularly those serving Sky Lakes, to provide efficient and cutting-edge support.

• Works closely with the Desktop Support and Service Desk teams to assist with workload when appropriate. Performs on-site analysis, diagnosis, and resolution of endpoint technology issues for end-users, and recommends and implements corrective solutions. Works open incident and request queues when available to do so. Supports multiple applications/system as required. Cover the Service Desk line as needed.

• Follows ITIL-driven ticket process with customers, including opening tickets, real time communication, ticket closure and appropriate follow-up to exceed customer expectation.

• Demonstrates ability to research problem resolution by consulting external knowledge sources, staying current in technical literature, and maintaining internal and external references.

• Demonstrates ability to analyze and make recommendations for projects, requests, and new technologies.

• General knowledge of various enterprise applications, and enterprise mobile apps. Specific knowledge and support of ancillary applications as needed.

• Must be service-oriented, competent, professional, and patient in dealing with a diverse customer base. Ability to maintain a professional demeanor when dealing with upset, frustrated customers - both during and after customer interactions. Manages relationships with trust, honesty, respect, and integrity.

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