Are you an internal caregiver student or contingent worker/agency worker at UMass Memorial Health CLICK HERE to apply through your Workday account.

Exemption Status:

Hiring Range:

Please note that the final offer may vary within this range based on a candidates experience skills qualifications and internal equity considerations.

Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health everyone is a caregiver regardless of their title or responsibilities. Exceptional patient care academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts and a place where we can help you build the career you deserve. We are more than 20000 employees working together as one health system in a relentless pursuit of healing for our patients community and each other. And everyone in their own unique way plays an important part every day.

I. Major Responsibilities:

1. Checks each morning to prioritize events and receive directives for scheduling and bridge calls.
2. Creates and manages all end user support documentation for endpoints.
3. Serves as a Video Advisor to assist with VC projects as needed.
4. Provides 1st level support for end users as needed.
5. Edits and distributes recorded material.
6. Assists customer conferences and places support tickets as needed.
7. Assists with meetings to include setup cleanup and opening of trouble tickets with the Helpdesk as needed
8. Supports local Codecs and A/V related issues camera shots computer broadcasts (ex. PowerPoint/DVD).
9. Tracks open issues to provide system maintenance and repair.
10. Manages and schedules the Preventative Maintenance process.
11. Performs Preventative Maintenance personally as needed.
12. Provides training to staff and support as needed.
13. Performs system and software upgrades in a timely and well-coordinated manner.

Standard Staffing Level Responsibilities:

1. Complies with established departmental policies procedures and objectives.
2. Attends variety of meetings conferences seminars as required or directed.
3. Demonstrates use of Quality Improvement in daily operations.
4. Complies with all health and safety regulations and requirements.
5. Respects diverse views and approaches demonstrates Standards of Respect and contributes to creating and maintaining an environment of professionalism tolerance civility and acceptance toward all employees patients and visitors.
6. Maintains regular reliable and predictable attendance.
7. Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:
License/Certification/Education:

Required:
1. Bachelor of Science or equivalent or work-related experience.
2. A certification.
Preferred:
1. XP certification.

Experience/Skills:

Required:
1. Three (3) years minimum technical customer service experience.
2. high level of technical proficiency (Tandberg Codec programming Codian Bridge Polycom experience a plus).
3. Minimum of (3) years experience with designing budgeting engineering and support of A/V and videoconferencing systems.
4. A combination of expertise in video conference technology and TCP/IP networking are required.
5. Must demonstrated technical excellence and extensive experience with PC hardware and software support environments. Must have a high level of technical proficiency and excellent interpersonal skills.
6. Must have a combination of expertise in desktop operating systems and TCP/IP networking.
7. Must demonstrate a solid knowledge base of Microsoft Office suite applications and basic Inter/IntraNet skills.
8. Must have excellent customer communication skills be organized and efficient.
9. Time management skills are essential.
10. Must be able to participate in on-call rotations as requested.
11. Must participate in department moves & project (including evenings and weekends as required).
12. May need to work early & late shifts as assigned.
13. Must be able to travel to multi-site locations as assigned.

Unless certification licensure or registration is required an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

Must be able to routinely lift up to 60 lbs (chiefly monitors PCs and printers).

Work is considered sedentary. Position requires work indoors in a normal office environment.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status.

Were striving to make respect a part of everything we do at UMass Memorial Health for our patients our community and each other. Our six Standards of Respect are: Acknowledge Listen Communicate Be Responsive Be a Team Player and Be Kind. If you share these Standards of Respect we hope you will join our team and help us make respect our standard for everyone every day.

As an equal opportunity and affirmative action employer UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race color religion gender sexual orientation national origin age disability gender identity and expression protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability please contact us at We will make every effort to respond to your request for disability assistance as soon as possible.