Technical Support Analyst
About The Position
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.
Requirements
- 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.
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
