Senior Analyst - Interactive Services

Expected Starting Salary Range: 24.68 - 30.29

SUBFUNCTION DEFINITION: Respond, diagnose, and resolve a diverse range of inquiries and issues related to A/V systems, Video Teleconferencing, Recording/Archiving, and Web Collaboration. Leverage technical expertise and exceptional customer service skills to support users of interactive Audio/Video (A/V) systems. Act as a key resource, responding to and anticipating inquiries related to specific subject matters or technical applications.

REPRESENTATIVE RESPONSIBILITIES:

• Operations Support:

• Monitor A/V Hub (command center) help desk mailboxes, incident queues, and systems technology support requests across CCHMC.

• Perform routine tasks such as recording presentations, setting up video teleconferencing, providing remote troubleshooting support, and executing technology systems maintenance.

• Administer Broadcast/Recording/Archiving of meetings and conferences to appropriate devices as needed.

• Coordinate and deliver customer service and technical assistance in meeting rooms for customers and clients.

• Troubleshoot, maintain, and update interactive systems on a monthly and yearly basis.

• Lead administrator for specified systems, servers, applications, etc.

• Documentation:

• Review and update Interactive Services documentation, including instructions, fixes, processes, and procedures.

• Provide recommendations for changes and improvements.

• Maintain up-to-date Incident Management entries.

• Offer direct technical support and second-level problem resolution.

• Act as a liaison between Cincinnati Children's departments and Information Services.

• Articulate complex technical solutions clearly to individuals with varying technical aptitudes.

• Design, write, and prepare comprehensive user and technical documentation for implemented systems.

• Provide coaching and mentoring to junior team members.

• Customer Service:

• Ensure outstanding end-user support, including continuous monitoring of Service Level Agreements for incident management.

• Collaborate with other areas to ensure customer-centered incident management and support.

• Adhere to and promote the continual adoption of change management policies and procedures.

• Model outstanding customer service behavior, including timely and effective follow-up with customers.

• Project Management:

• Assist in the planning and implementation of IS projects.

• Track and document project deliverables, reporting progress to appropriate stakeholders.

• Prioritize tasks and projects based on directives from supervisors.

• Participate in improving organizational performance through recommending areas for improvement activities, performing new procedures, collecting data, and providing input to department discussions.

• Participate in Client Services projects, including the installation, configuration, and testing of new and existing hardware/software.

• Act as a resource/SME and participate in other IS or institutional projects.

EDUCATION/EXPERIENCE

Required:

• Associates Degree OR equivalent combination of education and experience
• 1-2 years of work experience in a related job discipline

Preferred:

• 3-4 years of experience in A/V industry: specifically in A/V operation, installation, support and/or specification of systems.

• Installation and troubleshooting of complete systems consisting of Crestron, Poly, Cisco, BiAmp, Qsys, projectors, displays, video distribution, sound distribution, camera set-up etc.

Unique Skills:

• Advanced A/V troubleshooting

• Time Management

Cincinnati Children's is proud to be an Equal Opportunity Employer that values and treasures Diversity, Equity, and Inclusion. We are committed to creating an environment of dignity and respect for all our employees, patients, and families (EEO/AA).