University of Utah Video Network Tier 1 Support Professional in Salt Lake City, Utah


Open Date 06/05/2018

Requisition Number PRN17387B

Job Title Technical Support Analyst

Working Title Video Network Tier 1 Support Professional

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 Evening

Work Schedule Summary

This is a full-time salaried position that requires flexible, non-standard working hours.

Shift Hours: 3:00 PM – 11:00 PM

VP Area President

Department 00336 - KUEN/Utah Education Network

Location Campus

City Salt Lake City, UT

Type of Recruitment External Posting

Pay Rate Range $39,300/yr. to $42,000/yr.

Close Date

Open Until Filled Yes

Job Summary

Located in the state of the artUENOperations Center housed at the Eccles Broadcast Center on the University of Utah campus, this is a service desk position that provides daily technical support and assistance for the Utah Education and Telehealth Network’s Interactive Video Conferencing system that utilizes cutting edge distance learning technologies for statewide higher education and public education live, interactive distance education programs.


•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, infrastructure and endpoints.

•Assists in general management, maintenance and connectivity for daily statewideIVCevents.

•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 theUEN-IVCsystem.

•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 newIVCtechnologies.

•Accomplish projects and assignments at the request ofUETNmanagement and administration.

•Provides reports and maintains technical information provided to management regarding the status and reliability of theIVCsystem, equipment and hardware.

•Operations Center staff members are expected to act as professional representatives ofUETNto its partners, peer staff, end site users and various stakeholders throughout the state and nation.

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Work Environment and Level of Frequency typically required

Nearly Continuously: Office environment.

Physical Requirements and Level of Frequency that may be required

Nearly Continuously: Sitting, hearing, listening, talking.

Often: Repetitive hand motion (such as typing), walking.

Seldom: Bending, reaching overhead.

Minimum Qualifications

Requires an associate degree in a related area or equivalency and 2-5 years of experience in the field or in a related area.

The ideal candidate will possess the following skillsets and knowledgebase:

•A strong understanding of current network and video tele-conferencing (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 andVTCapplications, software and hardware technologies (TMS,TCS,MCU,CMS, Webex,VCS,UVC, Polycom, and the Cisco acquired video technologies portfolio), as well as other vendor network and video-conferencing platforms and hardware. Knowledge of IP Telephony andUCMenvironments a plus.

•An applicable understanding of Cisco Expressway andVCSregistration systems.

•Demonstrable ability to remotely support statewide users of aforementioned deployed technologies in a Tier 1 capacity.

•Exposure to and understanding of video tele-conferencing 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, visual and video-conferencing equipment.

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


Bachelor’s Degree and at least one year of experience in electronics, computers and computer networks or equivalency desired.

Type Benefited Staff

Special Instructions Summary

Additional Information

The University of Utah is an Affirmative Action/Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, University of Utah policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.

To inquire about this posting, email: or call 801-581-2300. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities. To request an accommodation or for further information about University AA/EO policies, please contact the Office of Equal Opportunity and Affirmative Action, 201 S. Presidents Cr., Rm 135, (801) 581-8365 (V/ TDD ), email: .

The University is a participating employer with Utah Retirement Systems (“URS”). To be eligible for retirement contributions, you must be hired into a benefit-eligible position. Certain new hires are automatically assigned to the URS retirement plan and other employees with prior URS service, may elect to enroll in the URS within 30 days of hire. Regardless of whether they are hired into a benefit-eligible position or not, individuals who previously retired and are receiving monthly retirement benefits from URS must notify the Benefits Department upon hire. Please contact Utah Retirement Systems at (801)366-7770 or (800)695-4877 or the University’s Benefits Department at (801)581-7447 for information.

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