Full Time Tier 1 Helpdesk Jobs (NOW HIRING)

Tier 1 Helpdesk Support
UTAH COMMUNICATIONS AUTHORITY JOB DESCRIPTION
Title: Tier 1 Helpdesk Support Status: Full Time FLSA Exempt: Non-Exempt
GENERAL JOB DESCRIPTION
The Utah Communications Authority (UCA) is an independent state agency charged with providing and
maintaining a radio communications network (“network”) on a statewide basis for the benefit and use of
local, state, and federal agencies. The UCA network has taken on an increasing portion of the state's
public safety communications and today supports more than 44,000 user radios and consists of over 144
communication sites.
The Tier 1 Helpdesk Support technician serves as the first point of contact for user requests and
incidents — receiving, logging, classifying, and resolving common issues — while diagnosing and
resolving network issues, maintaining our network infrastructure, and collaborating with others to ensure
the success of UCA's network's performance.
It is UCA's intention to eventually hire multiple Tier 1 Helpdesk Support technicians to have 24 X 7
coverage.
EXAMPLES OF TASKS/DUTIES
• Receive and log user requests and incidents.
• Provide initial responses using standardized procedures, knowledge bases, and service catalogs.
• Classify and prioritize tickets based on urgency and impact.
• Resolve common issues quickly to minimize downtime and maintain a smooth workflow for higher
tiers.
• Monitor all alarms associated with the network.
• Troubleshooting by sorting issues and making the network function properly.
• Providing technical end-user support, performing troubleshooting, and resolving network issues.
• Dispatch technicians to perform emergency repairs. This will require monitoring of our fleet to
determine the closest technician. They will also need to perform a comprehensive handoff of events
and outstanding items that will need to be addressed during the next shift.
• Running diagnostic tests on communication between computers, routers, modems, and servers.
• Completing required daily tracking sheet.
• Attend meetings as required.
• Regular attendance.
• Other duties as assigned.
KNOWLEDGE, SKILLS, ABILITIES, AND TYPICAL QUALIFICATIONS
(Includes knowledge, skills, and abilities required upon entry into position and trainable after entry into
position)
• Troubleshooting skills
• Use computer relational database software.
• Enter, transcribe, record, store, and/or maintain information in either written or electronic form.
• Establish, organize, and/or maintain files.
• Make a decision or solve a problem by using logic to identify key facts, explore alternatives, and
propose quality solutions.
• Operate office equipment.
• Principles, practices, and procedures of an office environment.
• Review and/or edit documents for accuracy and completeness.
• Operate a computer keyboard.
• Find, gather, and collect information or data.
• Applicable laws, rules, regulations, and/or policies and procedures.
• Speak clearly, concisely, and effectively; listen to, and understand, information and ideas as
presented verbally.
• Communicate information and ideas clearly, and concisely, in writing; read and understand
information presented in writing.
• Dealing with people in a manner which shows sensitivity, tact, and professionalism.
• Other duties as assigned.
OTHER REQUIREMENTS
• Risks found in the typical office setting, which is adequately lighted, heated and ventilated, e.g., safe
use of office equipment, avowing trips and falls, observing fire regulations, etc.
• Typically, the employee may sit comfortably to perform the work; however, there may be some
walking; standing; bending; carrying light items; driving an automobile, etc. Special physical
demands are not required to perform the work.