Patient TV Support Techinican

Patient TV Support Technician

Monday-Friday (8:30-5)

100% On-Site

Johns Hopkins Hospital

1800 Orleans Street

Marbug Bldg., B184

Baltimore, MD 21287

General Summary: The TV Support Technician is a member of the Johns Hopkins CTS team and is responsible for the installation, configuration, maintenance, and operational support of television systems across clinical and patient care environments. This role supports patient room TVs, pillow speaker and related control systems like Avidex and Caregility to ensure reliable service, timely issue resolution, and minimal disruption to clinical operations. Working closely with nursing staff, Facilities, and vendors, the TV Support Technician provides hands on technical support, troubleshoots hardware and connectivity issues, coordinates repairs or replacements, and ensures TV systems meet operational and safety standards. The role follows established IT and CTS processes and escalates issues appropriately when required.

Job Responsibilities: Essential Duties and Responsibilities • Provide day to day technical support for patient room TVs, including break/fix, configuration changes, and basic troubleshooting. • Install, replace, and decommission TV hardware and peripherals (mounts, remotes, set top boxes, control units) in coordination with Facilities and approved vendors. • Troubleshoot connectivity issues involving network drops, VLANs, cabling, or device registration, escalating to network support and vendor support when required. • Respond to service requests and incidents through the enterprise ticketing system, documenting work performed, findings, and resolution steps in accordance with CTS standards. • Perform on site assessments to verify TV functionality, physical safety, mounting integrity, and proper labeling/location data. • Coordinate with vendors and third-party service providers for warranty repairs, replacements, or advanced troubleshooting. • Support TV system changes related to unit moves, renovations, new room builds, or technology refresh initiatives. • Follow established escalation procedures for issues impacting patient care areas or high visibility public locations. • Adhere to hospital safety, infection control, and access requirements when working in clinical environments.

Preferred Qualifications

Required Qualifications • High school diploma or equivalent required; associate degree or technical certification preferred. • 1–3 years of experience providing hands on support for TVs, A/V systems, digital signage, or endpoint devices in an enterprise, healthcare, or commercial environment. • Basic understanding of networked devices, cabling, and connectivity concepts (e.g., Ethernet, ports, VLAN awareness). • Experience using ticketing systems and following structured support and escalation processes. • Ability to work independently onsite and coordinate effectively with IT, Facilities, and vendor partners. Knowledge in the assigned IT environments.

This position has an On-Call Responsibility

Knowledge, Skills, & Abilities (KSA’s):

1. Possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
2. Demonstrate critical thinking and reasoning skills.
3. Ability to work on multiple priorities effectively.
4. Ability to prioritize conflicting demands.
5. Ability to execute assigned project tasks within established schedule.
6. Ability to work collaboratively in a team environment.
7. Ability to communicate effectively in the service of users and colleagues.
8. Write and communicate clearly and concisely.
9. Possess sound documentation skills.
10. Ability to maintain confidentiality
11. Demonstrate exemplary customer service skills.

Working Conditions

• Works in an office environment. Sometimes needs to travel between various JHHS locations.
• Work requires visual acuity (including close vision, color vision for close computer work)
• Work involves working in a fast-paced environment with exposure to noises, of an open office setting, and with frequent interruptions. (i.e., phone calls, last minute demands requiring prompt resolution).

Salary Range: Minimum 24.80/hour - Maximum 43.40/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.