Sr. Help Desk Technician - School/College/Hospital (A)

University of Miami • Coral Gables, FL

18d • Onsite

About The Position

The University of Miami UMIT Department has an exciting opportunity for a full-time Sr. Help Desk Technician - School/College/Hospital 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. Department Specific Functions: Assist SONHS students with installation, configuration and testing of laptop hardware and software to meet established standards and guidelines for online exams. Assist SONHS faculty/staff/students/guests with troubleshooting desktop/laptop software/hardware, Windows and Mac OS and connectivity issues. Work with Dell technical support to resolve technical problems with faculty/staff desktop computing equipment and software. Works closely with University Help Desk and Network staff as appropriate to determine and resolve problems received from clients. Maintain computer inventory spreadsheet up to date. Assist SONHS faculty with uploading software, reference materials, quizzes/exams and troubleshooting other BlackBoard issues. Maintain calendar of requests for IT assistance with projector set-ups, quizzes & exams. Assist faculty and students with tech support during quizzes/examinations. Maintains hardware in computer labs to ensure they’re operational for SONHS students. Assist students with UPrint issues. Troubleshooting network printers issues with Canon. This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Requirements

• High School diploma
• Minimum 2 years of experience with desktop software/ hardware troubleshooting in a mixed Win7/Win10/Mac OS operating environment.
• 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.
• Must have flexible availability to provide IT coverage in early AM or late evenings, as well as some weekends as needed. Schedule may vary per semester, depending on class/exam schedules.
• Commitment to the University’s core values.
• Ability to work independently and/or in a collaborative environment.
• Ability to troubleshoot software, hardware, connectivity issues and multimedia applications.
• Excellent customer service, communication, and interpersonal skills.
• 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.
• Assist SONHS students with installation, configuration and testing of laptop hardware and software to meet established standards and guidelines for online exams.
• Assist SONHS faculty/staff/students/guests with troubleshooting desktop/laptop software/hardware, Windows and Mac OS and connectivity issues.
• Work with Dell technical support to resolve technical problems with faculty/staff desktop computing equipment and software.
• Works closely with University Help Desk and Network staff as appropriate to determine and resolve problems received from clients.
• Maintain computer inventory spreadsheet up to date.
• Assist SONHS faculty with uploading software, reference materials, quizzes/exams and troubleshooting other BlackBoard issues.
• Maintain calendar of requests for IT assistance with projector set-ups, quizzes & exams.
• Assist faculty and students with tech support during quizzes/examinations.
• Maintains hardware in computer labs to ensure they’re operational for SONHS students.
• Assist students with UPrint issues.
• Troubleshooting network printers issues with Canon.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED