Customer Support Jobs at VITAS Healthcare with Visa Sponsorship

Position Summary

Responsible for eliciting, documenting, managing, and communicating business requirements. Effectively acts as a liaison between the IT staff and other departments and vendors, coordinating the organization and execution of projects and initiatives throughout the business. The Business Analyst will also function as the Audio/Visual (A/V) Technical Lead and is responsible for the design, implementation, support, and continuous improvement of enterprise audio/visual solutions. This role owns the end-to-end A/V lifecycle and serves as the primary subject matter expert for collaboration and conference room technologies across the organization. This position also provides advanced technical support, manages vendor relationships, documents standards and processes, and trains support teams.

Essential Duties and Responsibilities

• Collaborate with customers to define functional and technical requirements and specifications for new application, or application fix or upgrade.
• Perform GAP Analysis by establishing current state and desired future state requirements.
• Work with customers having various job roles to identify current and future-state business processes.
• Facilitate design sessions with the development team to define the solution.
• Develop and maintain technical documentation, standards, and operational procedures.
• Apply Software Development Lifecycle (SDLC) methodologies and tools.
• Develop process maps and models using standard desktop productivity tools.
• Conduct feasibility studies, trade-off analysis, cost analysis, and business cases for IT related projects.
• Analyze system operations during and after implementation; recommend ongoing solutions based on user feedback.
• Maintain a strong working knowledge of IT applications.
• Serve as the technical owner and subject matter expert for all enterprise A/V solutions.
• Provide Tier 3 / advanced support for complex A/V incidents and high-impact events.
• Collaborate with IT teams and business partners to ensure A/V solutions meet operational and customer needs.
• Train and enable Service Desk and Tier 2 support teams to improve first-contact resolution.
• Manage relationships with A/V vendors, integrators, and manufacturers.
• Track vendor contracts, warranties, renewals, and service agreements.
• Analyze incident trends and system performance to identify improvement opportunities.
• Provide reporting and recommendations on the current state of A/V services and future enhancements.

Required Qualifications

• Bachelor’s degree in Information Technology, Engineering, or a related field, or equivalent practical experience.
• 3+ years of experience supporting enterprise audio/visual or collaboration technologies.
• Hands-on experience with conference room and collaboration platforms (e.g., Microsoft Teams Rooms, Zoom Rooms, or similar).
• Strong troubleshooting skills across hardware, software, and network-dependent A/V systems.
• Experience working with vendors and third-party service providers.
• Ability to document technical processes and train technical and non-technical audiences.
• Strong communication and collaboration skills.

Preferred Qualifications

• Experience with GAAP (Generally Accepted Accounting Principles) a plus.
• Medium to large project participation experience as a Business Analyst, Task Lead or Subject Matter Expert.
• Experience supporting A/V solutions in large, multi-site, or healthcare environments.
• Familiarity with IT service management practices (Incident, Problem, Change, Asset Management).
• Experience with A/V monitoring or room health analytics tools.
• Industry certifications such as CTS, CTS-D, CTS-I, or collaboration platform certifications.
• Experience supporting executive conference rooms or high-visibility meeting spaces.

Competencies

• Technical Leadership
• Customer Focus
• Vendor & Stakeholder Management
• Documentation & Process Improvement
• Analytical & Problem-Solving Skills
• Communication & Training

Physical & Work Environment Requirements

• Ability to occasionally lift and install A/V equipment up to 60 lbs.
• Ability to travel to local sites as needed.
• On-call or after-hours support may be required for critical meetings or events.

VITAS® Healthcare is the nation’s leading provider of end-of-life care and has the resources and expertise to support your personal and professional growth. As a member of the VITAS team, you’ll find fulfillment working for a people-focused organization dedicated to making a difference in the lives of others. You will be more than just an employee: You will be counted on as an expert in your field, and as a valued team member whose efforts are respected and vital to our hospice mission.

All VITAS employees commit to fulfilling their duties and responsibilities with the highest regard for professionalism, collaboration and teamwork, and an eye focused constantly on growth and improvement. We serve with commitment and compassion and position ourselves for the future by embracing, innovating, and leading change. If you are that person, make your voice heard—find your purpose at VITAS today.

Benefits Include:

• Competitive compensation
• Health, dental, vision, life and disability insurance
• Pre-tax healthcare and dependent care flexible spending accounts
• Life insurance
• 401(k) plan with numerous investment options and generous company match
• Cancer and/or critical illness benefit
• Tuition Reimbursement
• Paid Time Off
• Employee Assistance Program
• Legal Insurance
• Roadside Assistance
• Affinity Program

Many of our positions offer the opportunity to work day or night shifts, weekdays or weekends.

Choose a Career with VITAS