Desktop Support Technician

Desktop Support Technician

The University of Miami's UMIT Department has an exciting opportunity for a Full-time Desktop Support Technician to work in Coral Gables, Florida.

The Desktop Support Technician provides technical user advice and support to academic and administrative staff for problems and questions related to network communications. The Desktop Support Technician (A) monitors systems and advises senior staff of network application status.

Core Responsibilities:

• Acts as first point of contact in the problem determination process, for desktop and network issues.
• Provides quality customer service to all clients in a timely and professional manner.
• Organizes and prioritizes support requests.
• Monitors, administers, tracks, and verifies completion of help desk tickets.
• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.
• Prepares, installs, tests, and certifies any desktop configuration, including software drivers.
• Conducts basic troubleshooting for desktop and laptop computers.
• Applies migration from the previous PC and executes PC hardware moves.
• Software installation and configuration on workstations.
• Verifies software is functional and escalates issues.
• Decommissions any existing hardware that has been replaced.
• Completes, updates, and closes Service Center tickets.
• Adheres to University and unit-level policies and procedures and safeguards University assets.
• Develops and periodically refines systems and procedures for efficiently handling customer service calls.
• Provides technical expertise and assists clients in sophisticated problem determination and resolution.
• Prioritize and respond to service requests.
• Provide technical and audio/visual support for lectures, presentations, symposiums and conferences.
• Provide video conferencing support for faculty and staff presentations, lectures and dissertations.
• Assist departmental and program requests regarding video capture and streaming for online and hybrid curricula.

Department Specific Functions:

• Provide desktop and audiovisual support to 20+ departments and interdisciplinary programs across multiple buildings on the University's Coral Gables campus as part of the College of Arts and Sciences distributed IT team.
• Partner with the supervisor to assess projects and identify technology needs.
• Install, configure, and troubleshoot faculty and staff workstations, lab computers, mobile devices, and peripherals (including research instruments). Requires strong working knowledge of Windows, macOS, and Microsoft Office.
• Proactively monitor, maintain, and optimize endpoint performance, applying updates, patches, and preventative maintenance. Enforce university IT security policies, including endpoint protection, encryption, MFA, and access controls.
• Develop and maintain technical documentation, SOPs, and knowledge base articles to support consistent service delivery. Assist in developing and improving IT service workflows, escalation paths, and response procedures.
• Provide prompt, professional support in person and remotely, documenting all requests and incidents in ServiceNow.
• Support faculty with classroom technology and digital teaching tools, and provide on-site AV support for special events.
• Maintain asset inventory using the department's asset management platform.
• Collaborate with central IT teams and other school-based IT units on cross-functional initiatives.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Minimum Qualifications:

• High school diploma or equivalent
• CompTIA A+ Certification preferred but not required.
• Minimum 2 years of relevant experience
• Skill in completing assignments accurately and with attention to detail.
• Ability to analyze, organize and prioritize work under pressure while meeting deadlines.
• Ability to process and handle confidential information with discretion.
• Ability to work evenings, nights, and weekends as necessary.
• Commitment to the University's core values.
• Ability to work independently and/or in a collaborative environment.
• Proficiency in computer software (i.e. Microsoft Office).

Any appropriate combination of relevant education, experience and/or certifications may be considered.