Senior Enterprise Communications Technician - Fully Onsite in Lake Success, travel to sites as needed

Req Number 198052

Job Description

Provides front-line technical support and hands-on expertise for audio, video, unified communications, and collaboration services throughout the Health System. You will serve as the primary point of contact for end-users, ensuring seamless operation and optimal performance of our collaborative technologies, delivering essential first-line support, and contributing to a robust knowledge base.

Job Responsibility

Front-Line Support & Triage

• Serve as the initial point of contact for all collaborative services support inquiries, meticulously logging, triaging, and promptly allocating calls to appropriate IT teams.

• Monitor the VCGroup and Collaborative Services mailboxes, respond to emails, and/or re-route inquiries to the appropriate department team member for resolution.

• Provide comprehensive ad-hoc technical assistance and troubleshooting for a wide range of computer systems, business applications, and video conferencing platforms.

Onsite A/V & Meeting Support

• Physically support meetings, conferences, and/or events based on client/site requirements, including complex or high-visibility engagements such as executive meetings, special events, and large-scale conferences.

• Troubleshoot and resolve user and equipment issues prior to meeting start time, documenting all actions taken.

• Provide dedicated onsite technical support, perform troubleshooting, and handle escalations for Audio/Visual (A/V) equipment and collaborative technologies.

System Provisioning & Configuration

• Install, provision, configure, and maintain video conferencing and collaboration solutions-including Microsoft Teams Rooms (MTRs), Zoom Rooms, and other collaborative meeting technologies-for both demo and live environments to ensure optimal functionality.

• Ensure integration of systems at assigned site(s) and across the Health System.

Vendor & Project Coordination

• Collaborate with vendors involving installations, certifications, and acceptance of new equipment installations and upgrades.

• Ensure vendor technicians meet service standards for maintenance testing, room preparedness, and room utilization documentation.

• Maintain the department project database, including documenting vendor status and reporting on status/metrics to management.

Client Collaboration & Evaluation

• Collaborate with clients, as assigned, in the development and evaluation of video and collaboration services for new projects and renovations of existing sites.

• Participate in evaluating new video conferencing, collaboration, and Unified Communications technology and services.

Knowledge Management & Documentation

• Actively contribute to the ongoing development and maintenance of the Collaborative Services Help Desk Knowledge Base, Standard Operating Procedures (SOPs), and other essential documentation.

• Maintain the site/facilities database for all Health System video conferencing facilities, including pictures, equipment, network, and facility information.

• Maintain and adhere to departmental standards, policies, and procedures.

Job Qualification

• High School Diploma or equivalent required. 3-5 years of relevant experience, required.

HIGHLY PREFERRED

• 2-4 years of hands-on experience supporting audio/visual equipment, video conferencing platforms, and/or collaborative technologies in an enterprise or healthcare environment.

• Experience working in a large-scale, multi-site organization, preferably within a health system or similarly complex environment.

• Demonstrated experience providing white-glove or executive-level meeting support.

• Proficiency with Microsoft Teams Rooms (MTRs), Zoom Rooms, and other enterprise collaboration platforms.

• Experience with AV equipment including displays, cameras, microphones, DSPs, audio processors, switchers, control systems (e.g., Crestron, Extron, Biamp, Shure, Poly/HP, Logitech).

Travel Requirements

• Ability and willingness to travel between Health System sites as needed to provide onsite technical support, event coverage, equipment installations, and facility assessments.

• Travel may include both planned assignments and short-notice requests to address urgent support needs across the network.

*Additional Salary Detail

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

The salary range for this position is $58540.00-$92650.00/year

It is Northwell Health’s policy to provide equal employment opportunity and treat all applicants and employees equally regardless of their age, race, creed/religion, color, national origin, immigration status or citizenship status, sexual orientation, military or veteran status, sex/gender, gender identity, gender expression, disability, pregnancy, genetic information or genetic predisposition or carrier status, marital or familial status, partnership status, victim of domestic violence, sexual or other reproductive health decisions, or other characteristics protected by applicable law.