University of Utah Looking for Video Tier 1 Technician Full Time

Job Summary

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 Networks 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 Networks 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.
• Bachelors Degree preferred.

Special
Instructions

Requisition Number: PRN37608B
Full Time or Part Time? Full Time
Work Schedule Summary:
2:00 pm – 10:00 pm
Department: 00956 – Utah Telehealth Network
Location: Campus
Pay Rate Range:
$39,000-$47,000
Close Date:
Open Until Filled: Yes

To apply, visit https://utah.peopleadmin.com/postings/158755

jeid-8739459ad0a56444a65c9359ecc217ba