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Techn. svcs. group team lead

Company Name:
Carilion Health Systems
Leads and maintains a customer service focused, highly trained, and motivated staff. Leads/coordinates staff in troubleshooting and resolving service desk problems associated with IT supported audio/video infrastructure components and video endpoints. Must be able to conceptualize, develop, and implement products and process to increase both the efficiency and interoperability of staff. Assigns tasks and produces work schedules and assist in the hiring and evaluation process. Establishes priorities and work plans for handling incident resolution, service requests, and equipment deployment.
Responsible for the design, implementation, and advance support of audio/video media service solutions for clinical, financial, educational, academic and administrative applications for the Carilion enterprise, including but not limited to all Carilion Hospitals, Ambulatory Physician Practices, Administrative Services Facilities, and Academic Facilities. Manages corporate projects and problem resolution requiring the participation of multiple specialized teams.
Frequently interacts with other IT departments on telecommunications hardware and software problems. Researches, implements, and educates peers on new video technologies. Coordinates and performs daily corporate problem resolutions supporting video teleconferencing hardware/software issues; including, but not limited to, H.323/H.264/SIP video endpoints (hardware and software), H.323 gateways, H.323 MCU bridges, H.323 NAT traversal appliances, Polycom IP recording systems, and Polycom media servers Work environment includes hospital areas, IT computer room and office settings. Must be conscience of all operational and safety procedures. Rotating shifts, including wearing a mobile communication device and working weekends or irregular long hours as well as occasional overnight travel. Provides staff coverage for 24x7 on-call support for the IT department. Occasional lifting is required (approximately 25 lbs.).

Minimum Qualifications Required:

Education: Bachelors degree in related field or equivalent work experience.
Experience: Minimum five (5) years experience in information technology, videoconferencing support, broadcasting, and/or an audio/visual environment, with at least two (2) years in senior, lead, or supervisory position. Experience in providing customer service, project management, and staff leadership. Experience with Polycom video technologies preferred.
Licenses/Certifications: Valid Virginia drivers'' license and dependable transportation
Other: Good organizational skills, analytical, dependable, detail oriented, interpersonal skills, and understanding of the English language (both written and oral). Must have good working knowledge of video related infrastructure technologies including, but not limited to, H.323/H.264/SIP video endpoints (hardware and software), H.323 gateways, H.323 MCU bridges, H.323 NAT traversal appliances, Polycom IP recording systems, and Polycom media servers. Must have an applied understanding of the TCPIP protocol, as well as multicast routing functions. Must have a good working knowledge of both desktop and server based Microsoft operating systems. Proficiency with network monitoring tools such as Solarwinds NPM or similar products. Must have excellent problem solving skills, and be customer service oriented.
_Inspiring Better Health at Carilion Clinic_
_Every day at Carilion Clinic, our employees come together to inspire better health in our patients, their families and our communities. Explore how you can be a part of this diverse, innovative and interdisciplinary patient-centered team, and find out how you can make a difference in the lives of others._
_As an employee, you can take advantage of our competitive pay, various scheduling options, continuing education opportunities and excellent benefits._
_Based in Roanoke, Va., Carilion Clinic includes multi-specialty physician practices, eight not-for-profit hospitals and the Virginia Tech Carilion School of Medicine and Research Institute in partnership with Virginia Tech._
_Service Excellence and Quality are hallmarks of Carilion Clinic. As a team member, you will be expected to consistently deliver the best in care and customer service. As an employee, you will demonstrate respect, dignity, kindness and empathy in each encounter with our patients, families, visitors and with each other._
_Carilion Clinic is an Equal Employment Opportunity/Affirmative Action Employer._

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