Desktop Support Technician- Central (H)

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South Florida-based Onsite Position

The University of Miami Information Technology & Systems Department has an exciting opportunity for a full-time Desktop Support Technician to work in Coral Gables, Florida.

The Desktop Support Technician provides technical user advice and support to academic and administrative staff for problems and questions related to network communications. The Desktop Support Technician - Central monitors systems and advises senior staff of network application status.

Core Responsibilities

• Acts as first point of contact in the problem determination process, for desktop and network issues.
• Provides quality customer service to all clients in a timely and professional manner.
• 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 software drivers.
• Conducts basic troubleshooting for desktop and laptop computers.
• Applies migration from the previous PC and 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.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

Department Specific Job Functions

• Assists faculty, staff, and speakers with the setup and operation of classroom audiovisual equipment, presentation software, and University-supported instructional technologies.
• Performs routine classroom technology checks to verify that audiovisual equipment and instructional systems are operational prior to scheduled activities.
• Provides initial troubleshooting of classroom audiovisual systems and refers complex technical issues to senior technical staff as appropriate.
• Assists with the setup, testing, and technical support of lectures, meetings, and special events, including outside standard business hours as needed.
• Provides basic support for video conferencing and lecture capture technologies, including Zoom and other University-supported platforms.
• Coordinates with senior technical staff, central IT personnel, and other support teams on departmental technology issues requiring additional assistance.
• Assists with user administration and basic technical support of University-supported learning management systems and educational technology platforms.
• Maintains departmental documentation related to technology services, equipment, systems, and facilities under the guidance of senior technical staff.
• Assists with maintaining training materials and provides basic user instruction for supported technologies.
• Maintains accurate departmental technology equipment inventory records in accordance with established procedures.
• Assists with routine maintenance and troubleshooting of departmental digital signage equipment.
• Participates in cross-training and knowledge-sharing activities to develop familiarity with desktop support, classroom technology, and audiovisual systems.
• Provides technical assistance across assigned departmental buildings and facilities as directed.
• Works on special projects as assigned.
• Reports equipment failures, recurring technical issues, and potential service disruptions to senior technical staff or departmental management.
• Maintains departmental procedures and assists with accurate recordkeeping.

Additional information

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.

Minimum Qualifications

• High School Diploma
• Minimum 1 year of relevant experience required
• Available to outside standard business hours as needed.
• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

Pay and benefits

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Job Status: Full time

Employee Type: Staff