Sr. Help Desk Technician (A)

University of Miami•Coral Gables, FL

About The Position

The University of Miami’s UMIT Department has an exciting opportunity for a full-time Sr. Help Desk Technician to work in Coral Gables, Florida. The Senior Help Desk Technician provides operational and technical support to the University of Miami’s clinical, academic, and administrative staff for processes related to business management systems. More specifically, this employee provides support to users by investigating and resolving technical problems.

Requirements

High School diploma
Minimum 2 years of relevant experience
Computer skills and proficiency in Windows operating system, Microsoft Office products, multimedia applications
Hardware and software troubleshooting skills
Hardware knowledge in PCs, printers, scanners, memory sticks, CD burners, storage devices and other pc components
AV setup and support skills
Knowledge and skills in online meeting platforms, such as Zoom and Microsoft Teams
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.
Ability to work in a changing, progressive environment.
Any appropriate combination of relevant education, experience and/or certifications may be considered.

Responsibilities

Acts as primary point of contact regarding all help desk issues.
Provides first and second tier support to identify, investigate, and resolve technical problems.
Troubleshoots and supports Microsoft Windows servers and XP workstations.
Supports the addition, deletion, and modification of accounts and security privileges.
Provides network and application monitoring and support.
Provides diagnosis in basic error situations to determine point of failure and works closely with associates to provide solutions.
Assists end users with moves, adds, and changes within software-based phone systems.
Supports applications, printers, storage, and networking infrastructure.
Assists in monitoring and maintaining backup and recovery of server environments.
Works with outside vendors and support companies to facilitate department functions.
Escalates issues to higher level technical teams or other appropriate staff.
Creates and maintains network and account specific documentation, policies, and procedures.
Monitors internal help desk system for the delegation, assignment, and completion of trouble tickets.
Maintains IT department by organizing and purchasing supplies and recommending improvements.
Adheres to University and unit-level policies and procedures and safeguards University assets.
First point of contact for library employees experiencing technical problems utilizing library computers, printers and the network.
Provides technology planning and implementation by actively engaging in new technology initiatives, upgrades, and expansions in library spaces.
Troubleshoots to identify and resolve hardware, software, and network-related issues.
Monitors the performance and uptime of the library’s systems and other computer equipment.
Prepares Microsoft Windows and Mac OS desktop imaging solutions for staff and public computers.
Provide maintenance and support for public computing environments and specialized library software applications.
Install, configure, and maintain hardware, operating systems, and software across Richter Library and its branches.
Performs emergency systems diagnostics after system failures.
Performs preventative maintenance and makes sure our systems are online and up to date.
Maintains a detailed log, documenting the problem-solving process of trouble requests using the support request system.
Provides technical support for online and hybrid events as needed.
Executes computer hardware moves, including breakdown, setup, and verification of operational functionality.
Provides support for public computer software and hardware.
Performs routine maintenance on Information Commons and lab computers.
Manages surplus inventory by decommissioning all outdated equipment, updating their status in our asset database and submitting a pickup order to surplus.
Support assigned events by setting up and testing A/V equipment and ensuring all technology is functioning properly.
Communicate and coordinate with event stakeholders, the event coordinator, and the Supervisor, Desktop Support on an event-by-event basis to facilitate smooth operations and ensure equipment and support needs are met.
Provide on-site technical support for the duration of events, addressing and troubleshooting any issues that arise.
Monitor and report on the usage of rooms, equipment, and services, and report event outcomes, successes, and issues to the Supervisor, Desktop Support, recommending improvements and suggesting equipment or operational changes to better support future events.
When possible, participate in committees and teams within and outside the Libraries to provide services to the Libraries, University, and the community.