University of Utah

Department 00336 - KUEN/Utah Education Network 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 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.

Additional Information

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 and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.

All qualified individuals are strongly encouraged to apply. 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 (OEO/AA). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/

Online reports may be submitted at oeo.utah.edu

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.