Desktop Support Technician.

University of Miami•Coral Gables, FL

4d•Onsite

About The Position

The University of Miami Information Technology & Systems 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 monitors systems and advises senior staff of network application status. Serve as the primary point of contact for frontline hardware, software, and audiovisual (AV) support across Miami Business School classrooms, computer labs, faculty offices, and staff workstations. Collaborate directly with department supervisors to assess upcoming project requirements and identify evolving technology needs. Install, configure, and troubleshoot laptops, desktop workstations, mobile devices, and peripherals for faculty, staff, and student-facing environments. Proactively monitor and maintain endpoint health by deploying software updates, system patches, and routine preventative maintenance while enforcing University IT security policies (e.g., MFA, disk encryption, endpoint protection, and access controls). Provide prompt, customer-focused technical support both in person and via remote tools, ensuring all incidents and service requests are fully logged, tracked, and closed within ServiceNow. Support faculty with classroom technology and digital teaching tools, and provide on-site AV support for special events. Track and maintain an accurate inventory of department hardware, software licenses, and peripheral equipment using the designated asset management platform. Assist faculty with digital teaching tools and hybrid classroom technologies; provide on-site technical and AV support for special academic events, guest lectures, and conferences. Partner with cross-functional IT groups and campus peers to support school-wide technology initiatives and system upgrades. 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.

Requirements

High school diploma or equivalent
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).

Nice To Haves

CompTIA A+ or Network+ Certification preferred but not required.

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.