AV Operation Support Tier 2 / Tier 3 – Sr / Inter / Assoc

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Department Overview

Health Information Technology & Services (HITS) plays an integral role in the success of Michigan Medicine by providing clinicians, educators, researchers, students, and staff with exceptional technology-related information, products, services, and support.

Division Overview

The HITS Enterprise Infrastructure (EI) division secures, manages, and architects Michigan Medicine data centers, networks, and communication infrastructures. The team is responsible for all Michigan Medicine IT-related technical infrastructure, including data centers and communication facilities; wired, wireless, and in-house cellular networks; spectrum management; communication; complex device management; fiber/wiring plant; hosting; directories, databases, and storage; and continuity of operations institution-wide. The team collaborates with partners across Michigan Medicine to assure the security, stability, reliability, scalability, and economic management of the institution’s technology infrastructure.

Job Summary

Michigan Medicine HITS EI is currently seeking a qualified individual to join its Audio and Video Services Team. The primary focus of this position will be to contribute to the implementation and support of audio and video technology in the Medical School and North Campus Research Complex (NCRC). The Medical School and NCRC boasts an impressive infrastructure, including over 125 AV spaces including auditoriums, classrooms and conference rooms. As an Audio and Video Team member, you will collaborate with team members, construction units, architecture teams, external consultants, and vendors. Your role will involve supporting audio and video technology integration primarily in the medical school and NCRC, but you will also assist in other areas within Michigan Medicine.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Responsibilities*

• Respond quickly and efficiently to service requests from providers, faculty, staff, and students; work collaboratively with other HITS Teams to offer top-notch customer service.
• Troubleshoot and resolve complex technical problems with Audio Video (AV) and computer equipment, including software and hardware components.
• Follow standard procedures for tracking, categorizing, and documenting issues in ServiceNow, while ensuring all operational problems are resolved, and closed out with appropriate follow-up.
• Execute regular maintenance tasks to ensure all AV equipment is functioning correctly.
• Develop and deliver training sessions for Tier 1 support teams of AV technology and equipment.
• Assist and maintain and update the knowledge base.
• Utilize and manage web-based reservation systems to keep accurate records of equipment inventory and to streamline data collection.
• Participate in team efforts for physical equipment inventory audits and help maintain asset management databases.
• Engage with colleagues to facilitate the assessment, documentation, and incorporation of new technologies.
• Promote communication and collaboration with team members through effective use of meetings, electronic communications, and social networking tools.
• Uphold and promote a culture that respects diversity and values everyone’s contributions to the team’s success.
• Attend related construction meetings to coordinate with project team(s).

Physical Requirements:

• Move and transport objects such as projectors, screens, monitors, equipment carts, AV racks, and AV podia with weight up to 50lbs.
• Move cart-based equipment between buildings.
• Work in enclosed spaces in the vicinity of numerous electronic components.
• Navigate in enclosed spaces in the vicinity of numerous electronic components.
• Navigate to and from workspaces accessible only by stairs
• Ability to sharply focus projected images close up or from distances up to 200 feet.
• Ability to communicate with instructors, students, and others and requires a rapid accurate response to spoken directions

Required Qualifications*

Requirements for Senior Level

• Associate’s degree or equivalent combination of education and experience
• 5+ years of experience with AV system support, integration, and design

Requirements for Intermediate Level

• Associate’s degree or equivalent combination of education and experience
• 2-3 years of experience with AV system support, integration, and design

Requirements for Associate Level

• Associate’s degree or equivalent combination of education and experience
• 1-2 years of experience with AV system support, integration, and design

Desired Qualifications*

• Rapid analytical and problem-solving skills, with a capacity to develop solutions that comply with HITS policies and deliver a successful AV experience.
• Excellent interpersonal and communication skills, including demonstrated ability to effectively work with customers and stakeholders.
• Experience with H.323 and web-based video conferencing systems such as Zoom, Microsoft Teams, and Webex.
• Proficiency in Microsoft Office suite, including Word, Excel, PowerPoint, and Outlook.
• Adaptability and flexibility in a dynamic work environment, with a skillset for handling deadline pressure, undefined situations, and changing priorities.
• Strong customer service background, with a dedication to delivering high-quality solutions.
• Ability to clearly communicate complex technical concepts to non-technical audiences and to provide effective training.
• Engage constructively with individuals at all levels of understanding and opinion.
• A genuine enthusiasm for working within a team-oriented, collaborative environment.
• ServiceNow ITSM suite experience for tracking incidents, service requests and reporting.
• Advanced knowledge of operating and troubleshooting complex AV and computer technologies, with a preference for experience in Crestron-based AV environments.
• An understanding of IP networking principles, including routing, addressing, and basic Switch/Router configuration.
• AVIXA CTS, CTS-I, CTS-D certification preferred.
• Crestron Certified Programmer, Crestron DMC-E, DMC-D active or previous certifications preferred.

Work Schedule

May require working during non-business hours and on weekends.
On-Call rotation is required for this position.

Work Locations

This is an on-site position, and it will be at Taubman Heath Science Library and may require travel to various locations on and off university campus.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the .

Underfill Statement

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

Additional Information

Benefits

We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support:

Diversity Statement

HITS is firmly committed to advancing inclusion, diversity, equity, accessibility, and belonging, which are core to the culture and values of Michigan Medicine. Our community supports recruiting and cultivating a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan and the world. We strive to create a work culture where each team member feels respected, valued, and safe.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

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