Help Desk Technician

University of Miami•Coral Gables, FL

13d•Hybrid

About The Position

The University of Miami IT Department has an exciting opportunity for a full-time Help Desk Technician to work hybrid in South Florida. The Help Desk position is responsible for providing first-line support within the Call Center for Learning Platforms, assisting users with technical issues, account access, and general inquiries to ensure a seamless learning experience. This position requires a detail-oriented individual who will serve as the initial point of contact for Learning Platforms Help Desk. As part of the Learning Platforms team, the Help Desk Technician is responsible for the following technical and professional duties to support university stakeholders (instructors, staff, and students): Provide Tier 1 technical support for the University’s learning management system, its integrated technologies (e.g., Kaltura, VoiceThread, Zoom), and other supported academic applications (EAB Navigate, Cognate Search Engine, and UMiami App). Respond to incoming calls and emails through the appropriate tracking systems, documenting processes and solutions for users and other team members to review. Provide options for support, including, but not limited to, remote troubleshooting or scheduled support windows, based on the needs of the contact. Adhere to departmental procedures and policies to ensure effective handling and timely escalation of issues, to internal and external members of the team. Provide quality customer service support to university stakeholders in a prompt, courteous, and timely manner. Investigate, follow up, and communicate potential resolutions to contacts verbally or in writing. Interact with team communication channels and knowledge articles to organize and perform the requested services promptly and efficiently. Leverage and contribute to the team’s internal and external knowledgebase articles. Provide personalized technical training of supported learning platforms as requested through incoming calls or emails. Adapt to and learn the impacts of frequent releases of supported learning platforms.

Requirements

High School diploma
Minimum 1 years of relevant experience. Any relevant education, certifications and/or work experience may be considered.
Ability to process and handle confidential information with discretion.
Skill in completing assignments accurately and with attention to detail.
Proficiency in providing effective and professional customer service experience.
Ability to explore and investigate learning technologies necessary for the role.
Ability to work nights, weekends and on occasion, holidays.

Responsibilities

Provide Tier 1 technical support for the University’s learning management system, its integrated technologies (e.g., Kaltura, VoiceThread, Zoom), and other supported academic applications (EAB Navigate, Cognate Search Engine, and UMiami App).
Respond to incoming calls and emails through the appropriate tracking systems, documenting processes and solutions for users and other team members to review.
Provide options for support, including, but not limited to, remote troubleshooting or scheduled support windows, based on the needs of the contact.
Adhere to departmental procedures and policies to ensure effective handling and timely escalation of issues, to internal and external members of the team.
Provide quality customer service support to university stakeholders in a prompt, courteous, and timely manner.
Investigate, follow up, and communicate potential resolutions to contacts verbally or in writing.
Interact with team communication channels and knowledge articles to organize and perform the requested services promptly and efficiently.
Leverage and contribute to the team’s internal and external knowledgebase articles.
Provide personalized technical training of supported learning platforms as requested through incoming calls or emails.
Adapt to and learn the impacts of frequent releases of supported learning platforms.