Desktop Support Technician

University of Miami•Coral Gables, FL

8d•Onsite

About The Position

The University of Miami’s UMIT 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 (A) monitors systems and advises senior staff of network application status. This role involves providing desktop and audiovisual support to over 20 departments and interdisciplinary programs across multiple buildings on the University’s Coral Gables campus as part of the College of Arts and Sciences distributed IT team. The technician will partner with the supervisor to assess projects and identify technology needs, install, configure, and troubleshoot faculty and staff workstations, lab computers, mobile devices, and peripherals (including research instruments). A strong working knowledge of Windows, macOS, and Microsoft Office is required. The role also includes proactively monitoring, maintaining, and optimizing endpoint performance, applying updates, patches, and preventative maintenance, and enforcing university IT security policies. Developing and maintaining technical documentation, SOPs, and knowledge base articles is also a key responsibility, as is assisting in developing and improving IT service workflows, escalation paths, and response procedures. The technician will provide prompt, professional support in person and remotely, documenting all requests and incidents in ServiceNow, and supporting faculty with classroom technology and digital teaching tools, as well as providing on-site AV support for special events. Maintaining asset inventory using the department’s asset management platform and collaborating with central IT teams and other school-based IT units on cross-functional initiatives are also part of the role. 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).
Strong working knowledge of Windows, macOS, and Microsoft Office.

Nice To Haves

CompTIA A+ 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.
Install, configure, and troubleshoot faculty and staff workstations, lab computers, mobile devices, and peripherals (including research instruments).
Proactively monitor, maintain, and optimize endpoint performance, applying updates, patches, and preventative maintenance.
Enforce university IT security policies, including endpoint protection, encryption, MFA, and access controls.
Develop and maintain technical documentation, SOPs, and knowledge base articles to support consistent service delivery.
Assist in developing and improving IT service workflows, escalation paths, and response procedures.
Provide prompt, professional support in person and remotely, documenting all requests and incidents in ServiceNow.
Support faculty with classroom technology and digital teaching tools, and provide on-site AV support for special events.
Maintain asset inventory using the department’s asset management platform.
Collaborate with central IT teams and other school-based IT units on cross-functional initiatives.