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 Authority’s 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 UCA’s 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...