Desktop Support Technician
About The Position
The University of Miami Information Technology & Systems Department is hiring a full-time Desktop Support Technician in Coral Gables, Florida. The position supports a 4/10 schedule, working four 10-hour days from Friday through Monday. The technician provides technical advice and support to University academic staff on network communication and access to LAN, CAN, MAN, and WAN services. The role monitors systems and advises senior staff and management about network application status, and requires strong knowledge of PC/LAN communications hardware and software and network management software. The technician installs, troubleshoots, configures, and repairs University-managed desktop computers, laptops, printers, and comparable devices in Windows and Mac environments. The role also supports desktop software and peripherals, provides remote technical assistance, carries out PC migrations and hardware moves, documents incidents and requests in ServiceNow, and decommissions replaced hardware in accordance with University standards. The technician is the first point of contact for desktop and network problem determination and participates in a rotational on-call schedule. Duties may be expanded as necessary.
Requirements
- High school diploma or equivalent.
- At least 1 year of relevant experience.
- Strong knowledge of PC/LAN communications hardware and software and network management software.
- 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.
- Ability to work a 4/10 schedule, Friday through Monday, with four 10-hour workdays per week.
- Commitment to the University’s core values.
- Ability to work independently and/or in a collaborative environment.
- Proficiency in computer software, such as Microsoft Office.
Responsibilities
- Install, troubleshoot, configure, and repair University-managed desktop PCs, laptops, printers, and comparable devices across Windows and Mac environments.
- Provide prompt, courteous, and timely customer support, investigate issues, and communicate resolutions verbally or in writing.
- Organize and prioritize support requests.
- Monitor, administer, track, and verify completion of Desktop Support incidents.
- Assist staff with installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.
- Prepare, install, test, and certify desktop configurations, including software drivers.
- Provide remote technical support for installation, coordination, and daily operation of user application software on the network using available remote tools.
- Migrate data and configurations from previous PCs and perform PC hardware moves.
- Load and configure desktop software.
- Document user interactions related to incidents and requests in the ServiceNow incident tracking system.
- Decommission replaced hardware and ensure hard drives and University media are disposed of according to University standards and procedures.
- Follow University and unit-level policies and procedures and safeguard University assets.
- Participate in rotational on-call coverage to respond to software or hardware issues as required.
- Serve as the first point of contact for desktop and network problem determination.
- Monitor systems and advise senior staff and management about network application status.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
