Description Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Department: IS Corp Media and Tech
Location: Philadelphia, PA
Summary:
The Multimedia Desktop Support Technician provides comprehensive audio-visual and multimedia services in support of clinical meetings, Grand Rounds / CME events, VIP conferences, and special events, while also delivering entry-level desktop systems and help desk support in support of the research and clinical missions of Penn Medicine. Work includes routine maintenance and troubleshooting of multimedia systems, computer problems, remote assistance utilizing online management portals and control systems, and prompt reporting of problems or issues using the enterprise ticketing management system (Athena). Provide video conferencing support, equipment setup for special events, and ensuring high-quality user experiences through technical support and customer service. Accessing Penn Medicine centralized scheduling system (Workplace) to review, edit and confirm events scheduled for multimedia support in Penn Medicine spaces. Additionally, the role involves offering video production support, encompassing pre-production, recording/live streaming, and post-production phases. Utilizing AVID postproduction tools and working directly with AVID Administrator, the technician will deliver non-linear editing services and produce digital content tailored for online dissemination.
This position is considered "essential" and requires flexibility for early morning, evening, and weekend support.
Responsibilities:
Provide multimedia services for clinical meetings, Grand Rounds / CME events, and special events in Penn Medicine Spaces. Operate flat screen displays, PTZ cameras, computers, wireless presentation technology, and video conferencing softcodecs. Certain meetings, events, and VIP events may require overtime (weekend, early morning, and/or evening hours).
Provide video conferencing support for Penn Medicine meetings including pre-testing, set up, moderating and breakdown. Interact with remote participants as needed to ensure a positive experience for meeting attendees. Work with Penn Medicine Corporate IS team to ensure video conferencing systems are working and have the most recent supported firmware.
Provide remote support to Penn Medicine locations both on-site and off-site while stationed in an MTP control room. Utilize online management portals for operating, troubleshooting, and maintaining network-based AV equipment. Ensure timely reporting of problems or issues through the enterprise ticketing management system.
Resolve help desk tickets, addressing routine user requests at first contact when possible. Document and analyze help desk data; identify trends and recommend solutions to reduce repeated calls. Follow up with end users on open/closed tickets to ensure satisfaction and identify areas of improvement. Participate in help desk team training and contribute to departmental knowledge base content.
Record and live stream high-quality audio and video content employing state-of-the-art SDI and IP-based 4K video production switchers and cameras. This includes capturing intricate medical procedures, engaging lectures, and noteworthy special events. Work with AVID Administrator utilizing a cutting-edge 4K AVID post-production environment and fiber network system to craft polished final products for Health System distribution. Moreover, ensure seamless access to educational resources by recording lectures for subsequent streaming and downloading on the Penn Medicine streaming platform website (Mediasite).
Retrieves and compiles information from multiple sources (Workplace, telephone, and email) to assist MTP Directors or other leadership by entering MTP Resource/Talent information into Workplace. Acts as liaison between requesters and MTP leadership, and between Special Events/Scheduling and MTP Leadership. Tickles, researches, prompts MTP Leadership, and/or provides follow-up communication regarding MTP Resources/Talent or AVRC requests.
Perform before and after business hours support including weekends.
Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
Other duties as assigned to support the unit, department, entity, and health system organization UPHS Organizational Behavioral Competencies Competency
Education or Equivalent Experience:
- Associate's degree. (Required)
- 3+ years of computer and/or audio visual systems. (Required)
- CTS and/or A-Plus Certification. (Preferred)
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
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