Desktop Support Technician

University of Miami•Coral Gables, FL

3d•Onsite

About The Position

The University of Miami/UHealth Department of Information Technology has an exciting opportunity for a full time Desktop Support Technician to work in Coral Gables, FL. The Office of Classroom Management (OCM) is responsible for academic room scheduling, management and maintenance of the general-purpose classroom spaces, and audio-visual (AV) technology for the University of Miami campuses. The Desktop Support Technician will lead in supporting Classroom Management initiatives, academic and special events, room scheduling assignments, and classroom technology, and the overall maintenance for all General Purpose Classroom (GPC) spaces and other instructional spaces. This position is required to work evenings, high peak times, and weekends which may fall outside of normal business operational hours.

Requirements

High School diploma or equivalent required
Minimum 1 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).
Any relevant education, certifications and/or work experience may be considered.

Nice To Haves

2 years of experience preferred

Responsibilities

Responsible for installation, troubleshooting, configuration and repair of classroom technology and other areas where faculty and students instruction takes place at the University of Miami.
Provide quality customer service support in a prompt, courteous, and timely manner by performing follow-up investigation and communicating the resolutions either verbally or in writing.
Use discretion and judgment to organize and perform the requested services promptly and efficiently.
Provide faculty classroom technology training.
Organizes and prioritizes support requests.
Communicates with OCM Director, vendors, faculty, students, and UM community when instructional technology malfunctions.
Monitors classroom equipment using interface/monitoring software and maintains status records of classroom technology software & hardware.
Assist the OCM Director with the classroom technology order, receives parts, and materials from vendors and performs inventory inspections.
Coordinates with the OCM Director in the procurement activities of classroom technology for University wide usage.
Assist with planning, monitoring, and participates in equipment/system design, installations and testing of equipment.
Act as the liaison between the Office of Classroom Management (OCM) and other non-OCM departments.
Assists the OCM Director in the long-range planning and development of "classroom support" AV service model and audiovisual facilities in existing or new building facilities.
Assist with scheduling of events using the University scheduling system, special projects, and act as support to the OCM scheduling team.
Keeps abreast of new methods and technologies, which can be integrated into the program to improve operations and services.
Document technical support calls / work orders in the departmental work order management tracking system.
Provide analysis, relay results, and offer support to assure proper escalation during periods of substandard system performance or outages.
Assist with the evaluation of new classrooms product and technology.
Provide supporting documentation for diagnosis, corrective action, and to record service visits and equipment utilization.
Adheres to University and unit-level policies and procedures and safeguards University assets.
Performs other related duties as assigned or as directed.