Sr. Desktop Support at University of Miami, Florida

Sr. Desktop Support Technician

The University of Miami's UMIT Department has an exciting opportunity for a full-time Sr. Desktop Support Technician to work on the Medical Campus in Miami, FL. The Senior Desktop Support Technician provides technical user advice and support to faculty, staff, and students on the Medical Campus. The successful candidate will also install, configure, and support equipment and manage local IT services within education and administrative environments.

Core Responsibilities

• Acts as first point of contact for the problem determination process for desktop and network issues.
• 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 any necessary software drivers.
• Conducts basic troubleshooting for desktop and laptop computers.
• Performs preventive maintenance, including checking of workstation.
• Executes PC hardware moves. Loads and configures software at desktop. Verifies software is functional and escalates issues.
• Decommissions any existing hardware that has been replaced.
• Completes, updates, and closes service center tickets.
• Acts as a team lead for troubleshooting, systems backups, archiving, and disaster recovery.
• Maintains several hardware platform standards and reviews regularly.
• Records, tracks, and documents problem-solving process, including all successful and unsuccessful decisions made, and actions taken.
• Maintains repairs and rebuilds desktop computer hardware and printers.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

Department Specific Functions

• Provides user support to faculty, staff, and students, within both physical and remote environments.
• Assists with administration and management of local services and platforms to ensure effective operation.
• Develops and maintains documentation for the effective use and support of technology services, systems, and facilities.
• Maintains inventory of equipment and manages the full lifecycle of technology assets.
• Assists with administration and management of departmental storage and intranets.
• Evaluates new technologies and consults with stakeholders to implement best practices.
• Works on special projects as assigned.

Minimum Qualifications

• High school diploma or equivalent
• Minimum 3 years of relevant experience
• Experience providing in-person and hybrid AV support to end users is preferred.
• Experience working in an educational setting is preferred.
• Ability to lift and move up to 40 pounds with reasonable accommodation.
• Ability to function under close deadlines with minimal supervision.
• Proficiency in computer software, including Windows, Mac OS, Office 365.
• Ability to travel locally between university facilities required.
• Ability to work non-regular hours (evenings, nights, weekends) as required. Position requires a flexible schedule as weekend weekly night events are conducted.
• 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.

Any appropriate combination of relevant education, experience and/or certifications may be considered. The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.