Desktop Support Technician

Desktop Support Technician – Office of Classroom Management (OCM) The University of Miami/UHealth Department of Information Technology has an exciting opportunity for a full time Desktop Support Technician to work in Coral Gables, FL. The Desktop Support Technician will lead in supporting Classroom Management initiatives, academic and special events, room scheduling assignments, and classroom technology, and the overall maintenance for all General Purpose Classroom (GPC) spaces and other instructional spaces. Required to work evenings, high peak times, and weekends which may fall outside of normal business operational hours. Core Responsibilities Install, troubleshoot, configure and repair classroom technology and other areas where faculty and students instruction takes place at the University of Miami. Provide quality customer service support in a prompt, courteous, and timely manner by performing follow-up investigation and communicating the resolutions either verbally or in writing. Use discretion and judgment to organize and perform the requested services promptly and efficiently. Provide faculty classroom technology training. Organize and prioritize support requests. Communicate with OCM Director, vendors, faculty, students, and UM community when instructional technology malfunctions. Monitor classroom equipment using interface/monitoring software and maintain status records of classroom technology software & hardware. Assist the OCM Director with classroom technology orders, receive parts, and materials from vendors and perform inventory inspections. Coordinate with the OCM Director in procurement activities of classroom technology for University wide usage. Assist with planning, monitoring, and participate in equipment/system design, installations and testing of equipment. Act as the liaison between the Office of Classroom Management (OCM) and other non‑OCM departments. Assist the OCM Director in the long‑range planning and development of classroom support AV service model and audiovisual facilities in existing or new building facilities. Assist with scheduling of events using the University scheduling system, special projects, and act as support to the OCM scheduling team. Keep abreast of new methods and technologies, which can be integrated into the program to improve operations and services. Document technical support calls / work orders in the departmental work order management tracking system. Provide analysis, relay results, and offer support to assure proper escalation during periods of substandard system performance or outages. Assist with the evaluation of new classroom products and technology. Provide supporting documentation for diagnosis, corrective action, and record service visits and equipment utilization. Adhere to University and unit‑level policies and procedures and safeguard University assets. Perform other related duties as assigned or as directed. Minimum Qualifications High School diploma or equivalent required. Minimum 1 year of relevant experience; 2 years of experience preferred. 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 relevant education, certifications and/or work experience may be considered. Equal Opportunity Employer The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. #J-18808-Ljbffr