Desktop Support Technician- Central (H)

University of Miami•Miami, FL

9d•Onsite

About The Position

The University of Miami Information Technology & Systems Department is hiring a full-time Desktop Support Technician to work onsite in Coral Gables, Florida. The role provides technical advice and support to academic and administrative staff for desktop, network communications, classroom audiovisual, and instructional technology issues. The technician monitors systems and advises senior staff of network application status, while coordinating with senior technical staff and other support teams as needed. The position also supports classroom and departmental technology, including audiovisual equipment, presentation software, video conferencing, lecture capture, learning management systems, and digital signage. It includes routine equipment checks, event support, documentation, inventory maintenance, user instruction, and assistance with special projects. Support for lectures, meetings, and special events may be needed outside standard business hours.

Requirements

High school diploma.
At least 1 year of relevant experience.
Availability to work outside standard business hours as needed.
Ability to learn new procedures, technologies, and protocols and adapt to changing priorities and work demands.
Ability to work collaboratively and contribute to a team environment.
Proficiency with office software, technology, and relevant computer applications.
Strong, clear written and verbal communication skills for interacting with colleagues and stakeholders.
An appropriate combination of relevant education, experience, and/or certifications may be considered.

Responsibilities

Act as the first point of contact in determining desktop and network problems.
Provide timely, professional customer service and organize and prioritize support requests.
Monitor, administer, track, and verify the completion of help desk tickets.
Assist with installation, configuration, and ongoing use of desktop computers, peripheral equipment, and software.
Prepare, install, test, and certify desktop configurations, including software drivers.
Perform basic troubleshooting for desktop and laptop computers.
Migrate data and settings from previous PCs and execute PC hardware moves.
Load and configure desktop software, verify functionality, and escalate issues as needed.
Decommission replaced hardware.
Complete, update, and close Service Center tickets.
Follow University and unit policies and procedures and safeguard University assets.
Assist faculty, staff, and speakers with classroom audiovisual equipment, presentation software, and University-supported instructional technologies.
Perform routine classroom technology checks before scheduled activities.
Provide initial troubleshooting of classroom audiovisual systems and refer complex issues to senior technical staff.
Assist with setup, testing, and technical support for lectures, meetings, and special events, including outside standard business hours as needed.
Provide basic support for video conferencing and lecture capture technologies, including Zoom and other University-supported platforms.
Coordinate with senior technical staff, central IT personnel, and other support teams on departmental technology issues requiring additional assistance.
Assist with user administration and basic technical support for University-supported learning management systems and educational technology platforms.
Maintain departmental documentation related to technology services, equipment, systems, and facilities under senior technical staff guidance.
Assist with maintaining training materials and provide basic user instruction for supported technologies.
Maintain accurate departmental technology equipment inventory records according to established procedures.
Assist with routine maintenance and troubleshooting of departmental digital signage equipment.
Participate in cross-training and knowledge-sharing activities related to desktop support, classroom technology, and audiovisual systems.
Provide technical assistance across assigned departmental buildings and facilities as directed.
Work on special projects as assigned.
Report equipment failures, recurring technical issues, and potential service disruptions to senior technical staff or departmental management.
Maintain departmental procedures and assist with accurate recordkeeping.