Desktop Analyst II / AV Support

Employment Type: Full time Shift: Description: ESSENTIAL FUNCTIONS Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions. Provides expert level support of all desktop and network hardware and software applications. Provides proactive and advanced troubleshooting and analysis. Acts as an expert information source on product evaluation, selection, deployment, and use. Configures and installs software on IS users’ desktop and laptop computers. Installs new computer hardware (desktop, laptop, PDA, printer, etc.) at users’ locations. Provides analytical and technical expertise in the planning, design and installation of new and existing desktop systems. Evaluates, selects, and utilizes new, advanced support tools, applications, and research to provide solutions to complex hardware and software issues. Understands and accounts for interactions between technologies and applications across service lines, and develops integration, migration, and/or contingency plans. Assists in technology strategic planning and budgeting, maintenance of technical documentation, and identification of process improvement opportunities. Provides consultation to TIS users for all aspects of end-user computing and desktop-based LAN systems software. Participates in project activities including data collection, design suggestions and communications with project teams and end users. Responsible for documenting solutions to problems, trouble-shooting techniques and developing end-user guidelines. Recommends changes based upon history and experience. Participates in the testing and evaluation of new desktop packages and implements prototypes. Supports mobile workforce. Participates in on-call support rotation as specified by management. Participates in coaching and mentoring others in their work efforts. Experience working with one or more of the following areas of technology: a. Conferencing i. Video conferencing, web conferencing, and other remote collaboration technologies. ii. Video conferencing, web conferencing, and other remote collaboration technologies, (i.e. Microsoft Teams, Microsoft Teams Rooms, Creston, Poly, and cisco WebEx Conference Rooms and end points). iii. Audio, video and web conferencing solutions including text/chat solutions, Polycom solutions, Cisco/Tandberg solutions, IP/wireless networking, Voice over IP (VoIP), audio/visual components. iv. IP-based and ISDN video conferencing systems (knowledge in IP-based and ISDN video conferencing systems is required). Fundamental knowledge of IP transport, QoS, and RTP is a plus. Additional experience in compression algorithms such as H.263 and H.264 and High-Definition video applications is beneficial. Messaging i. In a high availability enterprise environment supporting messaging systems of over 50,000 mailboxes, related utilities and hardware. Proficient with Microsoft Exchange on-premise mail systems, and Exchange Online (EXO), and O365 Azure Cloud. Responsible for providing guidance and consultation to team members, client users and others, serves as a Subject Matter expert (SME) and technical lead on assigned projects, and functions with a high degree of independence. Responsible for the delivery of unified communication technologies, which includes the management and functionality of audio, video and web conferencing services, instant messaging, secure texting and digital signage solutions, whether delivered internally or provided via an application service provider. Oversees and monitors the performance of various conferencing and collaboration solutions. Recommends and contributes to the implementation of improvement measures and projects. Coordinates, evaluates, plans, designs and executes software enhancements and upgrades for back-end infrastructure components, cloud, SASS based applications, M365 services, hardware and software-based end-user conferencing and messaging solutions. Responds to moderately complex problems and issues. Develops and maintains technical standards, policies and procedures related to the delivery of conferencing and collaboration services. Develops guides and instructional materials and provides training for clients on the use of video and web conferencing and other remote collaboration technologies. Analyzes, troubleshoots and resolves complex unified communication application and equipment functionality issues. Serves as a resource and liaison consulting with vendors to resolve complex functionality issues. Responsible for identifying, analyzing and providing viable solutions to problems impacting electronic conferencing, i.e., staffing issues, communication problems, issues of concern between client and support staff, etc. Assists in the development of an IT conferencing and collaboration strategic plan consistent with the goals and direction of Trinity Health and its subsidiaries. Responsible for further development of internal relationships that improve conferencing and messaging services including participation on committees and/or teams, as appropriate. Maintains technical skills and education in various conferencing and messaging mediums (i.e. email hygiene, data loss prevention, mail routing, automation, transport rules, archive solutions, 3rd party API integration, audio, text, video, and web) including audio/visual skills that would enhance the overall service offerings of the team. Ability to host and moderate large events including town halls and video conferences. Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program, and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior. Performs other duties as assigned. MINIMUM QUALIFICATIONS Bachelor’s degree in Computer Science, Information Systems or related field or an equivalent combination of education and work experience. Three (3) or more years of hands on experience with knowledge of installing complex applications, hardware and troubleshooting techniques required or demonstrated proficiency in these areas. Microsoft and Personal Computer Certifications (A , Network , MCDST, MSP) or equivalent work experience. MSCE certification preferred. Advanced skills in Microsoft desktop operating system / applications installation and support (Microsoft Office and Outlook) experience. HP Desktop and Laptop Certification preferred. Experience on multiple platforms including concepts of networking (LAN and WAN) and IS best practices required. PC Imaging experience required. HP / Lexmark printer experience required. Excellent communication and interpersonal skills. Excellent oral and writing skills for client communication and system documentation. Ability to troubleshoot software and hardware malfunctions. Ability to remain calm, helpful and productive in all situations. Ability to resolve multiple customer issues simultaneously. Must be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health. PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS Must be able to set and organize own work priorities, and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles. Must possess the ability to comply with Trinity Health policies and procedures. Ability to read, analyze, and interpret general business periodicals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Required to be able to push/ pull and lift objects (computers, monitors, printers) weighing up to 50 pounds. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned. Our Commitment to Diversity and Inclusion Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law. Trinity Health is one of the largest not-for-profit, faith-based health care systems in the nation. Together, we’re 121,000 colleagues and nearly 36,500 physicians and clinicians caring for diverse communities across 27 states. Nationally recognized for care and experience, our system includes 101 hospitals, 126 continuing care locations, the second largest PACE program in the country, 136 urgent care locations, and many other health and well-being services. Based in Livonia, Michigan, in fiscal year 2023, we invested $1.5 billion in our communities through charity care and other community benefit programs. For more information, visit http://www.trinity-health.org. You can also follow Trinity Health on LinkedIn.