Desktop Support Specialist

University of Miami•Coral Gables, FL

20d

About The Position

The Desktop Support Specialist provides triage, diagnostic, and troubleshooting technical support services, related to business applications and operating systems, to ensure enterprise-wide networks and peripherals are functioning properly. This employee collaborates with management, network services, and application development to identify requirements and resolutions to incidents for all Academy Employees located at the Newman Alumni Center location.

Requirements

Associate’s degree.
Minimum 3 years of relevant experience. Any relevant education, certifications and/or work experience may be considered.
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).

Responsibilities

Responsible for installation, troubleshooting, configuration, and repair of UM managed equipment including desktop PC, laptops, printers, and comparable devices across Windows and Mac environments.
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.
Organizes and prioritizes support requests.
Monitors, administers, tracks, and verify completion of Desktop Support incident.
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.
Provide remote technical support for the installation, coordination, and daily operation of user application software on the network using remote tools available.
Applies migration from the previous PC and executes PC hardware moves.
Loads and configure software on desktop as needed.
Document all interactions with users related to the incidents and Requests in the ServiceNow incident tracking system.
Decommissions any existing hardware that has been replaced and ensure Hard Drive and UM media are disposed of following the Universities standards and procedures.
Adheres to University and unit-level policies and procedures and safeguards University assets.
On-call to respond to software or hardware issues as required for Escalated issues and after-hour support.
Technician will be the first point of contact for Academy employees and VIP employees located at the Newman Alumni Center.