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IT Customer Support Ii

1 month ago

Edmonton, Canada Alberta Health Services Full time

Your Opportunity:
The Telehealth technician provides support and training to end users that are utilizing Telehealth and Unified Communication Services equipment. They provide guidance on how to use the equipment as well as monitoring session to ensure they are successful. The technicians are also responsible for the maintenance and troubleshooting of equipment including but not limited to Video conferencing systems, A/V devices, Medical peripheral devices (such as Exam Cameras, Digital Stethoscope, Ultrasound, etc.). TH Techs work closely with other UCS teams and vendors to ensure the proper installation of the equipment. Techs are a key player in delivery and support of Clinical Telehealth delivery (direct patient care, including supporting technology in operating theatres). Responds to escalated technical issues: Respond to escalated customer requests for assistance. Assess client problem; investigates to determine the cause of the issue. Troubleshooting may involve assessing technical problems or operational issues. Identify a solution where there is not existing precedent or documentation and takes corrective action to reach a resolution. May assist with updating policy, procedures or guidelines. Create and update customer support tickets. Refer to more senior staff. Department support: Revise manuals and department process documents. Create and maintain technical support and training documents. Provide input into department processes, guidelines and procedures. Develop and foster relationships with business units. Run predefined report queries and review for quality assurance. May provide advice or instruction to junior staff. Other duties as assigned.

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.
- **Recovery Alberta**:N
- ** Classification**:IT Customer Support II
- ** Union**:AUPE GSS
- ** Unit and Program**:Telehealth Services
- ** Primary Location**:Seventh Street Plaza
- ** Location Details**:As Per Location
- ** Multi-Site**:Not Applicable
- ** FTE**:1.00
- ** Posting End Date**:17-OCT-2024
- ** Employee Class**:Regular Full Time
- ** Date Available**:04-NOV-2024
- ** Hours per Shift**:7.75
- ** Length of Shift in weeks**:2
- ** Shifts per cycle**:10
- ** Shift Pattern**:Days
- ** Days Off**:Saturday/Sunday
- ** Minimum Salary**:$31.13
- ** Maximum Salary**:$38.01
- ** Vehicle Requirement**:Driver's License, Vehicle Provided

**Required Qualifications**:
Completion of certificate in Computer Support or equivalent.

**Additional Required Qualifications**:
**Preferred Qualifications**:
Experience working with Audio and video conference technology, Demonstrated experience with Video Conferencing equipment. Knowledge of best practices around room layout, microphone placement & usage, projectors and other peripherals. Understanding of presentation concepts and tools (i.e. MS PowerPoint and speaking styles). Background in deploying display technologies, control systems, integrated audio conferencing. AV Manufacturers certifications.