Collaboration Services IT Support Specialist

Marshall Health Network, Inc.

Position Summary

Marshall Health Network is seeking a Collaboration Services IT Support Specialist to support and maintain audio-visual (AV) systems, conference room technology, and handheld endpoint devices across the organization.

Reporting to the Director of IS Service Management, this position helps ensure reliable, high-quality technology experiences for clinical staff, leadership, and administrative teams. Responsibilities include troubleshooting conference room and collaboration systems, supporting mobile and shared clinical devices, and partnering with Information Services teams and vendors to deliver secure, dependable technology solutions in a healthcare environment.

Key Responsibilities

AV and Conference Room Technology

• Install, configure, maintain, and troubleshoot conference room AV equipment, including displays, cameras, microphones, speakers, control panels, and related hardware.

• Support collaboration platforms such as Microsoft Teams, Webex, Zoom, and browser-based meeting solutions.

• Provide technical support for executive meetings, board meetings, and other high-visibility events, including real-time assistance as needed.

• Resolve audio, video, display, and content-sharing issues affecting in-person and remote participants.

• Maintain standardized conference room configurations and document equipment, layouts, and system settings.

• Coordinate with vendors on AV installations, maintenance, repairs, and upgrades.

Endpoint and Handheld Device Support

• Deploy, configure, and support mobile and handheld devices, including smartphones, tablets, scanners, and shared clinical devices.

• Troubleshoot hardware, software, connectivity, and application issues.

• Assist with device provisioning, enrollment, replacement, and decommissioning in accordance with organizational standards.

• Support endpoint management processes to help ensure devices meet security and configuration requirements.

• Partner with Clinical and Security teams to support healthcare-specific mobile technology workflows.

Operational Support and Service Management

• Respond to incidents and service requests involving AV systems, conference rooms, and supported endpoint devices through ServiceNow.

• Participate in scheduled on-call or event-based support coverage as required.

• Document incidents, resolutions, procedures, and technical guidance to support knowledge sharing and continuous improvement.

• Identify recurring issues and recommend improvements to equipment, configurations, and support processes.

Documentation, Standards, and Continuous Improvement

• Develop and maintain technical documentation, procedures, and knowledge base articles.

• Assist with lifecycle planning for AV equipment and endpoint devices.

• Follow organizational change management, security, and compliance policies.

• Stay current on AV, collaboration, and endpoint technology trends relevant to healthcare environments.