Sr. Desktop Support Technician

University of Miami•Miami, FL

1d•Onsite

About The Position

The University of Miami’s 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
Proficiency with modern commercial Audio Visual Equipment is required.
Proficiency in computer software (i.e. Microsoft Office).
Ability to travel locally between university facilities required.
Ability to lift and move up to 40 pounds with reasonable accommodation.
Ability to function under close deadlines with minimal supervision.
Commitment to the University’s core values.
Ability to work independently and/or in a collaborative environment.
Ability to process and handle confidential information with discretion.
Skill in completing assignments accurately and with attention to detail.
Ability to analyze, organize and prioritize work under pressure while meeting deadlines.

Nice To Haves

Experience providing in-person and hybrid AV support to end users is preferred.
Knowledge of Crestron control systems design and/or programming, preferred.
Experience working in an educational setting is preferred.
Knowledge of Adobe Creative suite is preferred.

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.
Provides user support to faculty, staff, and students, within both physical and online environments.
Assists with user administration and management of learning management system(s) or platform(s) to ensure effective operation.
Develops and maintains documentation for technology services, systems, and facilities.
Develops training materials and provides user training for supported technologies.
Maintains inventory of equipment and manages the full lifecycle of technology assets.
Assists with administration and content management within locally maintained websites and intranets.
Creates and maintains departmental procedures and assists with accurate recordkeeping.
Evaluates new technologies and consults with stakeholders to implement best practices.
Works on special projects as assigned.