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Your Opportunity:
Unified Communications (UC) is the integration of real-time communication services, encompassing videoconferencing, telephony, instant messaging, presence information, and interactive web-collaboration. Telehealth is part of the UC portfolio and is a secure videoconference technology in healthcare facilities across Alberta that connects healthcare providers with patients in different locations. As a member of the Videoconference Assistance Technical Centre (VTAC) reporting to the Provincial Manager Telehealth Operations, Unified Communications Services, Telehealth Bridge Operators play an integral role in providing technical support for all clinical, administrative, and educational videoconferences. The Telehealth Bridge Operators use specialized software to create and monitor the connection of standards-based videoconference components. This includes troubleshooting, maintenance, providing real-time customer support in a call center setting, and ensuring the accuracy and quality of all conferences according to policy. Bridge Operators also work with other Telehealth support teams and vendors to assist commissioning of new and replacement installations of equipment.
Description:
As an IT Customer Support II, you will provide advanced technical support to a variety of users across AHS for information technology issues in accordance with AHS standards and practices.
- Classification: IT Customer Support II
- Union: AUPE GSS
- Department: Corp IT Telehealth Support
- Primary Location: South Health Campus
- Multi-Site: Not Applicable
- FTE: 1.00
- Posting End Date: 17-MAY-2022
- Employee Class: Regular Full Time
- Date Available: 27-MAY-2022
- Hours per Shift: 7.75
- Length of Shift in weeks: 2
- Shifts per cycle: 10
- Shift Pattern: Days
- Days Off: Saturday/Sunday
- Minimum Salary: $30.14
- Maximum Salary: $36.80
- Vehicle Requirement: Not Applicable
Required Qualifications:
Completion of certificate in Computer Support or equivalent.
Additional Required Qualifications:
Two year technical diploma in audio/video technology, information technology, or video-intensive related field. Experience using ServiceNow or similar support ticket management tool. Exceptional and proven customer service skills in a healthcare environment. Ability to manage multiple priorities and work on a large number of tasks concurrently, paying close attention to details. Excellent communication & collaboration skills with end users and multiple stakeholders including senior executives. Demonstrated ability to work well with diverse groups of people and develop organizational relationships.
Preferred Qualifications:
Strong organizational & planning skills. Ability to work in a team environment, meet deadlines and adapt to change under minimal supervision. Familiarity with UC peripherals. Experience with audio and videoconference technology including troubleshooting: codecs, display technologies, control systems, integrated room systems and webcams. Experience with Polycom products such as DMA, Resource Manager, and RMX Manager would be an asset.
