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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 - Central 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. 9. 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:

The Desktop Support Technician assigned to the Student Technology Help Desk provides customer-facing technical support and guidance to students, faculty, staff, alumni, and other members of the University community. The position serves as a primary point of contact for technology assistance delivered in person, by telephone, by email, and through remote support tools. The incumbent diagnoses and resolves issues involving computers, mobile and smart devices, operating systems, software applications, printing, account access, authentication, connectivity, and other University-supported technology services. The Desktop Support Technician communicates clearly with customers, documents service activity, coordinates escalations with appropriate IT teams, and maintains ownership of the customer experience through resolution.                                                     

• Provide prompt, courteous, and professional technical support to customers in person, by telephone, by email, and through remote support tools. Gather information, assess customer needs, explain solutions clearly, and perform appropriate follow-up. 
• Diagnose and resolve problems involving desktop and laptop computers, mobile and smart devices, Windows and macOS operating systems, supported software, email, printers, peripheral equipment, account access, authentication, wired and wireless connectivity, and other University-supported technology services. 
• Install, configure, update, and test approved software and equipment. Assist with operating system installation or reinstallation, data recovery and transfer, malware remediation, device setup, and hardware diagnosis or replacement, as appropriate. 
• Support University printing, virtual computing, productivity applications, and other technology services used by the University community. 
• Document customer contacts, troubleshooting steps, work performed, outcomes, and follow-up actions in the departmental work order management tracking system. Organize and prioritize assigned incidents and requests, maintain timely ticket updates, and verify completion before closure. 
• Escalate unresolved, complex, or service-impacting issues to the appropriate IT support group while communicating status and next steps to the customer. Collaborate with other University support teams to facilitate resolution and preserve a consistent customer experience. 
• Create and maintain support documentation and knowledge resources. Assist with testing and evaluating new or updated hardware, software, and services as assigned. 
• Support Student Technology Help Desk operations, student employees, orientations, University events, service initiatives, technology deployments, and special projects as assigned. 
• Assist with equipment setup, inventory and asset records, service-area readiness, and the secure handling of customer devices and University technology assets. 
• Maintain familiarity with current University-supported technologies, procedures, security expectations, and customer service standards. Travel to satellite or remote University locations to provide support when required. 
• Travel to satellite or remote University locations to provide support when required.

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.

CORE QUALIFICATIONS:

• High School Diploma or equivalent. Associate degree in information technology, computer science, or a related field is preferred. 
• Minimum 1 year of relevant experience providing technical or customer support involving computers, operating systems, software applications, mobile devices, printers, peripherals, account access, or connectivity.
• Experience using a work order or service management tracking system and supporting customers in a higher education or similarly service-focused environment is preferred. 
• Ability to deliver professional, patient, and customer-focused technical support to individuals with varying levels of technical knowledge. 
• Ability to troubleshoot software, hardware, account access, authentication, printing, peripheral, and connectivity issues. 
• Working knowledge of Windows and macOS installation, setup, and troubleshooting, along with common productivity and collaboration applications. 
• Excellent problem-solving, organization, prioritization, follow-up, and documentation skills. 
• Excellent written and verbal communication skills, including the ability to explain technical information clearly and work effectively with customers and colleagues. 
• Ability to work independently and collaboratively, exercise sound judgment, protect confidential information, and adapt to changing priorities and technologies. 

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

The University of Miami is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida.

With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally.

We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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