Intermediate Engineer-Information Services (A/V)

Intermediate Engineer-Information Services (Productivity Management A/V)

Our team members advance our mission and exemplify excellence, compassion, teamwork, and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Information Services organization in the role of Intermediate Engineer-Information Services (Productivity Management).

Summary

The IS Engineer – Intermediary (Productivity Management – A/V) is responsible for supporting, maintaining, and enhancing IU Health’s enterprise audiovisual and collaboration environments. This role serves as a technical bridge between senior A/V engineers and frontline support teams, focusing on operational stability, incident resolution, and execution of enterprise A/V initiatives. 

The Intermediary Engineer independently handles moderately complex A/V and collaboration issues, supports project deployments, and contributes to standardization and continuous improvement efforts across conference rooms, auditoriums, clinical AV environments, and Microsoft Teams–enabled collaboration spaces.

Fulfills customer requirements via design/build/test/troubleshoot/document activities for enterprise-class datacenter computing hardware, software, networking tools and platforms. Evaluates, analyzes, configures, and implements new products and tools while ensuring appropriate operational monitoring is enabled. Provides support for logical networking and communications protocols, Microsoft products, Intel and midrange platforms, relational databases, and programming/scripting.

Candidate Qualifications

Candidates for the position will be evaluated according to the following criteria and competencies.

• Bachelor's degree preferred or equivalent experience.
•3-5 years of experience required.
• Healthcare, health insurance and health providers experience and understanding of processes is preferred.
• Experience working with hypervisors and scripting required.
• Requires experience working with vendors to quote moderately complex solutions.
• Cloud experience is preferred.

Additional- Preferred Skills

• Microsoft Teams and Teams Rooms 
• Enterprise A/V platforms (e.g., Crestron, Extron, Cisco, Yealink, or similar) 
• Fundamental networking concepts (QoS, VLANs, bandwidth considerations) 
• Strong troubleshooting, documentation, and customer service‑ skills. 
• CTS or progress toward CTS / CTS‑I certification. 
• Experience supporting large‑scale A/V room inventories across multiple locations. 
• Familiarity with ITIL‑based service management practices. 
• Healthcare IT experience. 

Role Responsibilities

Enterprise A/V & Collaboration Support 

• Provide Tier 2–3 technical support for enterprise A/V environments, including conference rooms, auditoriums, clinical AV spaces, and live‑streaming systems. 
• Troubleshoot and resolve issues related to Microsoft Teams Rooms, cameras, microphones, displays, control systems, and room peripherals. 
• Assist with installation, configuration, testing, and validation of A/V solutions in accordance with established architectural standards. 

Microsoft 365 & Productivity Platform Integration 

• Support collaboration platforms that intersect with A/V services, including Microsoft Teams, Teams Rooms, Stream, and related Microsoft 365 services. 
• Partner with senior engineers and architects to ensure A/V solutions integrate with Microsoft 365 governance, security, and lifecycle practices. 

Operational Excellence (KTLO) 

• Manage day‑to‑day operational workload including break/fix incidents, service requests, lifecycle refresh support, and vendor coordination. 
• Participate in root‑cause analysis for recurring issues and recommend corrective actions to improve reliability and user experience. 
• Maintain accurate documentation, asset inventories, and configuration records. 

Project & Program Support 

• Execute defined technical tasks for enterprise A/V and productivity initiatives under the guidance of senior engineers or architects. 
• Support pilots, upgrades, firmware updates, and hardware refresh cycles across enterprise environments. 

Key Relationships

Reports to: Manager-Information Services

Direct Reports: N/A