Trinity Health Technical Support Analyst I - AudioVisual in Maywood, Illinois
Full Time employee 40 hours; exempt position, five day work week, Occasional evenings and weekends based on potential program support, as well as operational and technical needs. Under the direction of the Manager, Support Analyst I position will oversee the technical infrastructure that support audio/visual and telehealth initiatives across Loyola Medicine, including, but no limited to: videoconferencing, store and forward technology and synchronous telehealth platforms. The position requires focus on customer service, a positive attitude, independent judgment, critical thinking, and proactive problem-solving. The Support Analyst I performs in multiple environments supporting clinical, technical, educational, and academic programs. Weekly responsibilities include but are not limited to Help Desk support, maintenance/repair, and coordination of end-user support and training. Above all, the Support Analyst must embody Loyola’s Magis Standard and communicate effectively and professionally with clinicians and other users.
Job duties include but are not limited to: * Demonstrate a basic knowledge and understanding of videoconferencing software, applications, and peripheral devices * Demonstrate knowledge of optimal workflow processes; assist end users in implementation, operations, and training * Manage day-to-day technical operation of Windows, Mac, iOS, and Android devices using IS and IT fundamentals * Maintain strategy for the monitoring and maintenance of existing health hardware and software, in collaboration with desktop support and server support teams within Loyola Medicine IT * Test and monitor inbound and outbound connections daily at the user, super user, and admin levels * Monitor and evaluate H.323 Gatekeeper and IP Gateway logs; identify issues * Monitor telemedicine devices for 24x7 support and availability; verify loopback number is available for sites’ testing purposes * Issue resolution: Immediately notify clinical team of issues so they can message clinicians as needed; if unable to resolve issues, escalate to appropriate stakeholder * Manage and maintain videoconferencing infrastructures including software updates, quarterly updates, and backups of all databases * In collaboration with department Senior Manager, correspond with vendors and assure warranties are maintained * In collaboration with clinicians: * Identify and escalate issues specific to clinical needs * Provide training and support to users * Guide issue resolution * Coordinate and assist clinicians with the resolution of technical issues * Work with clinical program coordinator and manager to maintain clinician workflow training and support materials * Maintain daily communication with team support roles within the clinical disciplines * Demonstrate knowledge of downtime procedures and, as needed, identify workarounds for issues or outages * Provide on-going technical support in a live production environment, including after hours on-call support for clinical services * Manage technical support issues, including opening trouble tickets when necessary, identifying and expediting resolution, and documenting the progress of resolution accurately and consistently * Deploy, install, and configure videoconferencing solutions * Escalate trouble tickets to the manufacturer for Tier 3 support * Be a resource for updating in-house training documents; assist with training as required * Demonstrate outstanding customer service and professionalism * Demonstrate a proactive manner and positive mental attitude
Job Number: 00114647
Location: Maywood, IL
Organization Name: Loyola University Medical Center
Facility: LUHS-Loyola University Medical Center
Employment Type: Full time