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Video Tier 1 Technician

  • ... Salt Lake City, Utah, United States
  • ... Full time
  • ... Salary: 47000 per year
  • Posted on: Feb 04, 2024       Expires on: Mar 20, 2024

Video Tier 1 Technician   

JOB TITLE:

Video Tier 1 Technician

JOB TYPE:

Full-time

JOB LOCATION:

Salt Lake City Utah United States

JOB DESCRIPTION:

The primary role of the (VT1) Video Tier 1 Support Group is to serve as the main point of contact for IVC stakeholders providing daily operational support and troubleshooting services for UETN IVC systems, services, devices, and platforms.
This includes collaboration with stakeholders, the VT2, Logistics, Application Engineering and FOPS departments with the installation, troubleshooting and training needs of IVC technologies.

Responsibilities
  • Reviews, analyzes, and evaluates information technology systems operations.
    Determines user needs and requirements and recommends ways to improve systems.
    Serves as primary point of contact between users and engineering/development staff.
  • Utilizing various software tools and applications the position provides Tier 1 troubleshooting support for the Utah Education and Tele-Health Network’s statewide video tele-conferencing system (UEN-IVC), infrastructure and endpoints.
  • Assists in general management, maintenance, and connectivity for daily statewide IVC events.
  • Initiates and tracks trouble tickets for follow up and resolution with stakeholders and peer departments regarding network, equipment and hardware issues and failures.
  • Provides support and assistance to statewide coordinators, facilitators, and local techs for synchronous events on the UEN- IVC system.
  • Provides assistance to field engineers and techs with the diagnosing, troubleshooting and resolving of video and data network related problems.
  • Assists the Application Engineering Department with the testing, implementation, and support of new IVC technologies.
  • Accomplishes projects and assignments at the request of UETN management and administration.
  • Provides reports and maintains technical information provided to management regarding the status and reliability of the IVC system, equipment, and hardware.
  • Operations Center staff members are expected to act as professional representatives of UETN to its partners, peer staff, end site users and various stakeholders throughout the state and nation.


Duties:

  • Utilizing various software tools and applications the position provides Tier 1 troubleshooting support for the Utah Education and Tele-Health Network’s statewide video tele-conferencing system (UEN-IVC), infrastructure and endpoints.
  • Assists in general management, maintenance, and connectivity for daily statewide IVC events.
  • Initiates and tracks trouble tickets for follow up and resolution with stakeholders and peer departments regarding network, equipment and hardware issues and failures.
  • Provides support and assistance to statewide coordinators, facilitators, and local techs for synchronous events on the UEN-IVC system.
  • Provides assistance to field engineers and techs with the diagnosing, troubleshooting and resolving of video and data network related problems.
  • Assists the Application Engineering Department with the testing, implementation, and support of new IVC technologies.
  • Accomplishes projects and assignments at the request of UETN management and administration.
• Provides reports and maintains technical information provided to management regarding the status and reliability of the IVC system, equipment, and hardware.
• Operations Center staff members are expected to act as professional representatives of UETN to its partners, peer staff, end site users and various stakeholders throughout the state and nation.

Minimum Qualifications
Requires an associate degree in a related area or equivalency (one year of education can be substituted for two years of related work experience) and 2-5 years of experience in the field or in a related area.


Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences
The ideal candidate will possess the following skill sets and knowledge-base:
  • A strong understanding of current network and video teleconferencing (VTC) protocols, standards, concepts, and trends; QoS, SIP, H.
    320, H.
    323, H.
    264, H.
    265, H.
    460, etc.
  • A capable knowledge of data network and VTC applications, software, and hardware technologies (TMS, TCS, MCU, CMS, Webex, Zoom, VCS, and the Cisco acquired video technologies portfolio), as well as other vendor network and video- conferencing platforms and hardware.
    Knowledge of IP Telephony and UCM environments a plus.
  • An applicable understanding of Cisco Expressway and VCS registration systems.
  • An applicable understanding of various live streaming and recording technologies and processes.
  • Demonstrable ability to remotely support statewide users of aforementioned technologies in a Tier 1 capacity.
  • Exposure to and understanding of network video teleconferencing design and integration concepts.
  • At least two years or more experience of troubleshooting duties in a technology related Help Desk/Call Center environment with the ability to implement, test, operate and troubleshoot audio and video-conferencing equipment.
  • Bachelor’s Degree preferred.

Type
Benefited Staff

Special Instructions Summary

Additional Information
About UETN: Utah Education and Telehealth Network provides network and IT Solutions for Educational institutions (Higher Education, K12, Libraries and Other (Zoo, Aquarium)) throughout Utah.
This position is integral in providing systems and services to all UETN Stakeholders.
UETN is housed on the University of Utah campus in the Eccles Broadcast Center, UETN employees are U of U staff and receive all of the same benefits listed below.
UETN is committed to creating a workplace culture that values equity, diversity, and inclusion (EDI), and we believe that everyone plays a role in fostering EDI, every day.
EDI isn’t just the right thing for our employees and the university community; it’s also the smart thing.
It empowers us to provide the best IT services for our students and their families, staff, faculty, clinicians, and patients and their families.


About the University of Utah: Located in Salt Lake City, the U is the flagship institution of the State of Utah’s system of higher education, home to arts and museum venues and a member of the Pac-12 Conference.
Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound.
Salt Lake City is home to the Utah Symphony and Opera, Ballet West, professional sports teams, and a wide range of other cultural and recreational activities.

University of Utah Benefits
  • Health, dental, and wellness coverage
  • Automatic and immediately vested 14.
    2% employer contribution
    to personal retirement account (401a)
  • Free public transportation pass (Utah Transit Authority)
  • Paid leave time
  • Reduced tuition benefits for employee and family members
  • More information: https://www.
    hr.
    utah.
    edu/benefits/



To inquire about this posting, email: employment@utah.
edu
or call 801-581-2300.

The University is a participating employer with Utah Retirement Systems (“URS”).
Eligible new hires with prior
URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work).
Contact Human Resources at (801) 581-7447 for information.
Individuals who previously retired and are receiving monthly retirement benefits from
URS are subject to URS’ post-retirement rules and restrictions.
Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students from all backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.

Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.
Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status.
The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34
CFR part 106.
The requirement not to discriminate in education programs or activities extends to admission and employment.
Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action:
Online reports may be submitted at oeo@utah.
edu

For more information: https://www.
utah.
edu/nondiscrimination/

Online reports may be submitted at oeo.
utah.
edu


For more information: https://www.
utah.
edu/nondiscrimination/


https://safety.
utah.
edu/safetyreport
This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses.
They also provide information about safety and security-related services offered by the University of Utah.
A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.


Posting Specific Questions

Required fields are indicated with an asterisk (*).

  • * Do you have a related Associate's degree or equivalency? (2 years related work experience may be substituted for 1 year of education)
    • Yes
    • No
  • * How many years of related experience do you have? Related experience includes analysis, evaluation, and presentation of recommendations related to information technology (IT) systems.
    • Less than 2 years
    • 2 years or more, but less than 4 years
    • 4 years or more, but less than 6 years
    • 6 years or more, but less than 8 years
    • 8 years or more
  • * How did you hear about this position?
    • University of Utah Web Page
    • Internet: search engine, online job board, etc
    • University of Utah employee referral
    • Career Services/Campus Job Fair
    • Community/Government Agency
    • Other/Unknown
  • * How did you hear about this position? - University of Utah web page - Online - University of Utah employee referral - Career Services / Job Fair - Community / Government Agency - Other

    (Open Ended Question)

Applicant Documents

Required Documents
  • Resume
  • Cover Letter
  • List of References
Optional Documents
  • Appropriate discharge document (such as a DD-214 – Member Copy 4) – Veteran Only – Call 801.
    581.
    2169
  • Addendum to the University of Utah - Veteran Only - Call 801.
    581.
    2169 after submission

Open Date
02/02/2024

Requisition Number
PRN37608B

Job Title
Technical Support Analyst

Working Title
Video Tier 1 Technician

Job Grade
E

FLSA Code
Computer Employee

Patient Sensitive Job Code?
No

Standard Hours per Week
40

Full Time or Part Time?
Full Time

Shift
Day

Work Schedule Summary
2:00 pm – 10:00 pm

VP Area
President

Department
00956 - Utah Telehealth Network

Location
Campus

City
Salt Lake City, UT

Type of Recruitment
External Posting

Pay Rate Range
$39,000-$47,000

Close Date

Open Until Filled
Yes

Position Details

POSTED:

Feb 04, 2024

EMPLOYMENT:

Full-time

SALARY:

47000 per year

SNAPRECRUIT ID:

S-1707370747-bffeb92c6757fcbe94b91bd1f392616d

LOCATION:

Utah United States

CITY:

Salt Lake City

Job Origin:

jpick2

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The primary role of the (VT1) Video Tier 1 Support Group is to serve as the main point of contact for IVC stakeholders providing daily operational support and troubleshooting services for UETN IVC systems, services, devices, and platforms. This includes collaboration with stakeholders, the VT2, Logistics, Application Engineering and FOPS departments with the installation, troubleshooting and training needs of IVC technologies.

Responsibilities
  • Reviews, analyzes, and evaluates information technology systems operations. Determines user needs and requirements and recommends ways to improve systems. Serves as primary point of contact between users and engineering/development staff.
  • Utilizing various software tools and applications the position provides Tier 1 troubleshooting support for the Utah Education and Tele-Health Network’s statewide video tele-conferencing system (UEN-IVC), infrastructure and endpoints.
  • Assists in general management, maintenance, and connectivity for daily statewide IVC events.
  • Initiates and tracks trouble tickets for follow up and resolution with stakeholders and peer departments regarding network, equipment and hardware issues and failures.
  • Provides support and assistance to statewide coordinators, facilitators, and local techs for synchronous events on the UEN- IVC system.
  • Provides assistance to field engineers and techs with the diagnosing, troubleshooting and resolving of video and data network related problems.
  • Assists the Application Engineering Department with the testing, implementation, and support of new IVC technologies.
  • Accomplishes projects and assignments at the request of UETN management and administration.
  • Provides reports and maintains technical information provided to management regarding the status and reliability of the IVC system, equipment, and hardware.
  • Operations Center staff members are expected to act as professional representatives of UETN to its partners, peer staff, end site users and various stakeholders throughout the state and nation.


Duties:

  • Utilizing various software tools and applications the position provides Tier 1 troubleshooting support for the Utah Education and Tele-Health Network’s statewide video tele-conferencing system (UEN-IVC), infrastructure and endpoints.
  • Assists in general management, maintenance, and connectivity for daily statewide IVC events.
  • Initiates and tracks trouble tickets for follow up and resolution with stakeholders and peer departments regarding network, equipment and hardware issues and failures.
  • Provides support and assistance to statewide coordinators, facilitators, and local techs for synchronous events on the UEN-IVC system.
  • Provides assistance to field engineers and techs with the diagnosing, troubleshooting and resolving of video and data network related problems.
  • Assists the Application Engineering Department with the testing, implementation, and support of new IVC technologies.
  • Accomplishes projects and assignments at the request of UETN management and administration.
• Provides reports and maintains technical information provided to management regarding the status and reliability of the IVC system, equipment, and hardware. • Operations Center staff members are expected to act as professional representatives of UETN to its partners, peer staff, end site users and various stakeholders throughout the state and nation.

Minimum Qualifications
Requires an associate degree in a related area or equivalency (one year of education can be substituted for two years of related work experience) and 2-5 years of experience in the field or in a related area.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences
The ideal candidate will possess the following skill sets and knowledge-base:
  • A strong understanding of current network and video teleconferencing (VTC) protocols, standards, concepts, and trends; QoS, SIP, H.320, H.323, H.264, H.265, H.460, etc.
  • A capable knowledge of data network and VTC applications, software, and hardware technologies (TMS, TCS, MCU, CMS, Webex, Zoom, VCS, and the Cisco acquired video technologies portfolio), as well as other vendor network and video- conferencing platforms and hardware. Knowledge of IP Telephony and UCM environments a plus.
  • An applicable understanding of Cisco Expressway and VCS registration systems.
  • An applicable understanding of various live streaming and recording technologies and processes.
  • Demonstrable ability to remotely support statewide users of aforementioned technologies in a Tier 1 capacity.
  • Exposure to and understanding of network video teleconferencing design and integration concepts.
  • At least two years or more experience of troubleshooting duties in a technology related Help Desk/Call Center environment with the ability to implement, test, operate and troubleshoot audio and video-conferencing equipment.
  • Bachelor’s Degree preferred.

Type
Benefited Staff

Special Instructions Summary

Additional Information
About UETN: Utah Education and Telehealth Network provides network and IT Solutions for Educational institutions (Higher Education, K12, Libraries and Other (Zoo, Aquarium)) throughout Utah. This position is integral in providing systems and services to all UETN Stakeholders. UETN is housed on the University of Utah campus in the Eccles Broadcast Center, UETN employees are U of U staff and receive all of the same benefits listed below.
UETN is committed to creating a workplace culture that values equity, diversity, and inclusion (EDI), and we believe that everyone plays a role in fostering EDI, every day. EDI isn’t just the right thing for our employees and the university community; it’s also the smart thing. It empowers us to provide the best IT services for our students and their families, staff, faculty, clinicians, and patients and their families.

About the University of Utah: Located in Salt Lake City, the U is the flagship institution of the State of Utah’s system of higher education, home to arts and museum venues and a member of the Pac-12 Conference. Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound. Salt Lake City is home to the Utah Symphony and Opera, Ballet West, professional sports teams, and a wide range of other cultural and recreational activities.
University of Utah Benefits
  • Health, dental, and wellness coverage
  • Automatic and immediately vested 14.2% employer contribution to personal retirement account (401a)
  • Free public transportation pass (Utah Transit Authority)
  • Paid leave time
  • Reduced tuition benefits for employee and family members
  • More information: https://www.hr.utah.edu/benefits/


To inquire about this posting, email: employment@utah.edu or call 801-581-2300.
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students from all backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.
Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action:
Online reports may be submitted at oeo@utah.edu
For more information: https://www.utah.edu/nondiscrimination/
Online reports may be submitted at oeo.utah.edu

For more information: https://www.utah.edu/nondiscrimination/

https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  • * Do you have a related Associate's degree or equivalency? (2 years related work experience may be substituted for 1 year of education)
    • Yes
    • No
  • * How many years of related experience do you have? Related experience includes analysis, evaluation, and presentation of recommendations related to information technology (IT) systems.
    • Less than 2 years
    • 2 years or more, but less than 4 years
    • 4 years or more, but less than 6 years
    • 6 years or more, but less than 8 years
    • 8 years or more
  • * How did you hear about this position?
    • University of Utah Web Page
    • Internet: search engine, online job board, etc
    • University of Utah employee referral
    • Career Services/Campus Job Fair
    • Community/Government Agency
    • Other/Unknown
  • * How did you hear about this position? - University of Utah web page - Online - University of Utah employee referral - Career Services / Job Fair - Community / Government Agency - Other

    (Open Ended Question)

Applicant Documents

Required Documents
  • Resume
  • Cover Letter
  • List of References
Optional Documents
  • Appropriate discharge document (such as a DD-214 – Member Copy 4) – Veteran Only – Call 801.581.2169
  • Addendum to the University of Utah - Veteran Only - Call 801.581.2169 after submission

Open Date
02/02/2024

Requisition Number
PRN37608B

Job Title
Technical Support Analyst

Working Title
Video Tier 1 Technician

Job Grade
E

FLSA Code
Computer Employee

Patient Sensitive Job Code?
No

Standard Hours per Week
40

Full Time or Part Time?
Full Time

Shift
Day

Work Schedule Summary
2:00 pm – 10:00 pm

VP Area
President

Department
00956 - Utah Telehealth Network

Location
Campus

City
Salt Lake City, UT

Type of Recruitment
External Posting

Pay Rate Range
$39,000-$47,000

Close Date

Open Until Filled
Yes

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