Sr. Desktop Support Technician - Central (A)

University of Miami•Coral Gables, FL

About The Position

The University of Miami UMIT Department has an exciting opportunity for a full-time Sr. Desktop Support Technician to work in Coral Gables, Florida. The Senior Desktop Support Technician provides technical user advice and support to academic and administrative staff for problems and questions related to network communications. The incumbent also monitors systems and advises senior staff of network application status.

Requirements

High school diploma or equivalent
Minimum 3 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 appropriate combination of relevant education, experience and/or certifications may be considered.

Responsibilities

Acts as first point of contact for the problem determination process for desktop and network issues.
Organizes and prioritizes support requests.
Monitors, administers, tracks, and verifies completion of help desk tickets.
Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.
Prepares, installs, tests, and certifies any desktop configuration, including any necessary software drivers.
Conducts basic troubleshooting for desktop and laptop computers.
Performs preventive maintenance, including checking of workstation.
Executes PC hardware moves.
Loads and configures software at desktop.
Verifies software is functional and escalates issues.
Decommissions any existing hardware that has been replaced.
Completes, updates, and closes service center tickets.
Acts as a team lead for troubleshooting, systems backups, archiving, and disaster recovery.
Maintains several hardware platform standards and reviews regularly.
Records, tracks, and documents problem-solving process, including all successful and unsuccessful decisions made, and actions taken.
Maintains repairs and rebuilds desktop computer hardware and printers.
Adheres to University and unit-level policies and procedures and safeguards University assets.
Oversee the SoA server infrastructure, including the Microsoft Deployment Toolkit (MDT) server/depository and lab licensing server.
Design and implement MDT deployment sequences for various operating systems and applications tailored to the needs of the School of Architecture.
Administer security protocols and apply updates to lab workstations through Group Policy Objects (GPO) and security groups.
Serve as the primary liaison between the School of Architecture IT department and Canon/Pharos, including responsibility for understanding self-printing solutions infrastructure—such as configurations, servers, and devices—to facilitate troubleshooting and ongoing enhancements.
Deliver tier-2 support to over 150 employees and limited express support to more than 600 students.
Technology services span six buildings, encompassing four labs, four classrooms, and multiple multi-purpose event spaces and studios.