Technical Support Specialist Tier II

Title: Technical Support Specialist Tier II Status: Full-Time FLSA Status: Exempt

Salary Range: $29.73$42.91/hr. Most candidates can expect an offer near the midpoint ($35$36/hr), depending on qualifications and experience.

GENERAL JOB DESCRIPTION: The Technical Support Specialist II performs working-level technical support for the Utah Communications Authoritys statewide public safety communications environment, including radio infrastructure, subscriber radio, computing systems, network infrastructure, and technology supporting the statewide public safety radio network and associated mission-critical systems.

Because UCA operates systems supporting emergency responders across Utah, this position contributes to maintaining high availability, operational reliability, and rapid restoration of service for mission-critical communications systems. The incumbent is responsible for receiving, diagnosing, tracking, and resolving technical support tickets submitted to UCA, ensuring timely response and resolution consistent with public safety operational priorities.

EXAMPLES OF TASKS/DUTIES:

Provide customer service by telephone, electronically, and in writing to UCA employees, partner agencies, and authorized system users.
Receive, diagnose, prioritize, and resolve user issues reported through the help desk or ticketing system.
Document troubleshooting steps, corrective actions, and final resolution in support systems.
Technical Support & System Maintenance
Monitor infrastructure performance and troubleshoot hardware, software, and telecommunications problems.
Perform tier 2 level in-depth analysis and resolution of trouble tickets related to RF site radio performance and or subscriber radio performance on UCAs P25 public safety radio system.
Program, align, and update firmware on multiple brands of P25 radios.
Isolate and resolve subscriber and radio system issues using local logging software and system side logging software.
As available, assist in training and supporting tier 1 support staff.
Support technology that enables the statewide P25 public safety radio network and related mission-critical communications infrastructure, where system uptime and rapid incident response are essential.
Maintain emergency maintenance activities and respond to system failures or outages as needed
Troubleshoot and diagnose problems; suggest adjustments, repairs, and/or identify preventative measures UCA can take on its network.
Other duties as assigned.
Work is performed independently under general supervision, with responsibility for resolving routine to moderately complex technical issues and coordinating vendor or senior technical support when needed.

Required Experience, Knowledge, Skills, and Abilities

Experience

7+ years of Tier 2 Customer Service & Ticket Resolution or 15+ years of Tier 1 Customer Service or equivalent technical degree and experience.
Technical Knowledge

Computers, electronics, applications, and operating systems
Radio, RF and P25 Networking, and interference detection techniques
Microsoft Report Builder, Advanced Excel, Pivot Tables
Network infrastructure and system configuration practices
Customer service principles and user support practices
Communication & Cognitive Abilities

Strong oral and written comprehension and expression
Ability to explain technical concepts to technical and non-technical audiences
Effective reading comprehension of technical materials
Active listening and problem clarification skills
Analytical Skills

Critical thinking and logical troubleshooting ability
Problem sensitivity and early detection of system issues
Ability to evaluate solution options and recommend appropriate actions
Training & Instruction

Knowledge of instructional methods and training approaches
Ability to provide individual or group instruction effectively
Supplemental Information

Work will primarily be performed in an office environment with frequent field assignments to UCAs agencies or sites.
Travel may be required throughout Utah for troubleshooting resolutions.
Reports to the Deputy Director of Operations.
Position may occasionally require after-hours response or schedule flexibility during system incidents, upgrades, or outages affecting mission-critical communications services.
Work Environment and Physical Requirements

Work is performed in office environments, equipment rooms, vehicles, and remote communications facilities.
Requires standing, walking on uneven terrain, bending, crouching, stretching, reaching, and lifting equipment up to 50 pounds on a recurring basis.
Exposure to standard office and field safety risks is expected.
Occasional travel to remote communications sites may be required.
About the Utah Communications Authority

The Utah Communications Authority (UCA) is an independent state entity established under Utah Code 63H-7a to establish and maintain a statewide public safety communications network for all state, county, city, and local governmental entities. UCA manages and maintains over 140 radio tower sites, the statewide Project 25 (P25) digital radio network, and the Next Generation 911 (NG911) system, ensuring reliable and interoperable communication for first responders and dispatch centers throughout Utah.

Benefits:

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Application Question(s):

ONLY APPLICANTS SELECTED FOR AN INTERVIEW WILL BE CONTACTED. As part of this application process, you must upload your resume into your profile. Failure to include a resume may result in disqualification. SEE RESUME is not a valid response to application questions. Further, your answers to the questions on this application must be supported by your work history; otherwise, you may not receive credit. Failure to include your work history in your profile will result in disqualification from further consideration. Do you understand these instructions?
To ensure your potential employment with the Utah Communications Authority does not violate the law (Utah Code 52-3-1), or agency policy; if you have any relatives employed with the Utah Communications Authority, please list their name below and indicate your relationship. Please note that listing a relative will not automatically disqualify you from employment. If you have no relatives working for the Utah Communications Authority, please enter "no relatives at UCA".