Desktop Support Technician- Central (H)

University of Miami•Miami, FL

10d•Onsite

About The Position

The University of Miami Information Technology & Systems Department is hiring a full-time Desktop Support Technician for an onsite position in Coral Gables, Florida. The technician provides technical advice and support to academic and administrative staff for desktop, network communication, and related technology problems. The role monitors systems and advises senior staff about network application status. The position also supports classroom audiovisual equipment, instructional technologies, video conferencing, lecture capture, digital signage, and educational technology platforms. It assists with lectures, meetings, and special events, including support outside standard business hours as needed. The technician works with senior technical staff, central IT, and other support teams, maintains equipment inventory and departmental documentation, and reports failures and recurring issues. Duties may be expanded as necessary.

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.
An appropriate combination of relevant education, experience, and/or certifications may be considered.

Responsibilities

Acts as the first point of contact for determining desktop and network issues.
Provides timely, professional customer service and organizes and prioritizes support requests.
Monitors, administers, tracks, and verifies completion of help desk tickets; updates and closes Service Center tickets.
Assists with installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.
Prepares, installs, tests, and certifies desktop configurations, including software drivers.
Conducts basic troubleshooting of desktop and laptop computers.
Migrates data and settings from previous PCs and carries out PC hardware moves.
Loads and configures desktop software, verifies functionality, and escalates issues when necessary.
Decommissions hardware that has been replaced.
Adheres to University and unit-level policies and procedures and safeguards University assets.
Assists faculty, staff, and speakers with classroom audiovisual equipment, presentation software, and University-supported instructional technologies.
Conducts routine classroom technology checks before scheduled activities and performs initial troubleshooting of classroom audiovisual systems.
Assists with setup, testing, and technical support for lectures, meetings, and special events, including outside standard business hours as needed.
Provides basic support for video conferencing and lecture capture technologies, including Zoom and other University-supported platforms.
Coordinates with senior technical staff, central IT personnel, and other support teams on departmental technology issues requiring additional assistance.
Assists with user administration and basic technical support of University-supported learning management systems and educational technology platforms.
Maintains departmental technology documentation, training materials, and accurate equipment inventory records under established procedures and senior staff guidance.
Provides basic user instruction for supported technologies and participates in cross-training and knowledge-sharing activities.
Assists with routine maintenance and troubleshooting of departmental digital signage equipment.
Provides technical assistance across assigned departmental buildings and facilities as directed.
Works on special projects as assigned.
Reports equipment failures, recurring technical issues, and potential service disruptions to senior technical staff or departmental management.
Maintains departmental procedures and assists with accurate recordkeeping.