Desktop Support Technician - Central (A)
About The Position
The Desktop Support Technician - Central provides technical advice and support to academic and administrative staff for desktop, network, and related technology issues, monitors systems, and advises senior staff on network application status. The role is based in Coral Gables, Florida, within the University of Miami Information Technology & Systems Department. In the Student Technology Help Desk assignment, the technician provides customer-facing support to students, faculty, staff, alumni, and other members of the University community. Support is delivered in person, by telephone, by email, and through remote support tools. The technician diagnoses and resolves issues with computers, mobile and smart devices, operating systems, software, printing, account access, authentication, connectivity, and other University-supported services. The role documents service activity, coordinates escalations with appropriate IT teams, and maintains ownership of the customer experience through resolution. The technician may support Help Desk operations, student employees, orientations, University events, service initiatives, technology deployments, and special projects. The position also involves equipment setup, inventory and asset records, secure handling of customer devices and University technology assets, and travel to satellite or remote University locations when required. Duties may be expanded as necessary.
Requirements
- High school diploma or equivalent.
- At least 1 year of relevant experience providing technical or customer support involving computers, operating systems, software applications, mobile devices, printers, peripherals, account access, or connectivity.
- Ability to provide professional, patient, customer-focused support to people with varying levels of technical knowledge.
- Ability to troubleshoot software, hardware, account access, authentication, printing, peripheral, and connectivity issues.
- Working knowledge of Windows and macOS installation, setup, and troubleshooting, and common productivity and collaboration applications.
- Strong problem-solving, organization, prioritization, follow-up, and documentation skills.
- Excellent written and verbal communication skills, including the ability to explain technical information clearly and work effectively with customers and colleagues.
- Ability to work independently and collaboratively, exercise sound judgment, protect confidential information, and adapt to changing priorities and technologies.
Nice To Haves
- Associate degree in information technology, computer science, or a related field.
- Experience using a work order or service management tracking system.
- Experience supporting customers in a higher education or similarly service-focused environment.
- Relevant education, experience, and/or certifications may be considered in combination.
Responsibilities
- Serve as a first point of contact for desktop, network, and other technology issues; provide professional support in person, by telephone, by email, and through remote support tools.
- Gather information, assess customer needs, explain solutions clearly, and provide appropriate follow-up.
- Diagnose and resolve issues involving desktop and laptop computers, mobile and smart devices, Windows and macOS, software, email, printers, peripherals, account access, authentication, connectivity, and University-supported services.
- Install, configure, update, and test approved software and equipment; assist with operating system installation or reinstallation, data recovery and transfer, malware remediation, device setup, and hardware diagnosis or replacement as appropriate.
- Support University printing, virtual computing, productivity applications, and other technology services.
- Organize and prioritize support requests, incidents, and service requests; monitor and administer help desk tickets, document work, maintain timely updates, verify completion, and close tickets.
- Escalate unresolved, complex, or service-impacting issues to appropriate IT support groups, communicate status and next steps to customers, and collaborate with University support teams.
- Prepare, install, test, and certify desktop configurations, including software drivers; troubleshoot desktop and laptop computers; configure software; and verify software functionality.
- Assist with PC migration, data transfer, hardware moves, and decommissioning replaced equipment.
- Create and maintain support documentation and knowledge resources; assist with testing and evaluating hardware, software, and services.
- Support Help Desk operations, student employees, orientations, University events, service initiatives, technology deployments, and special projects as assigned.
- Assist with equipment setup, inventory and asset records, service-area readiness, and secure handling of customer devices and University technology assets.
- Maintain familiarity with University-supported technologies, procedures, security expectations, and customer service standards; travel to satellite or remote University locations when required.
- Adhere to University and unit-level policies and procedures and safeguard University assets.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
