Desktop Support Technician

University of Miami; Coral Gables (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

The University of Miami Information Technology & Systems Department is actively seeking a full-time Desktop Support Technician to support a four-day workweek (4/10 schedule) in Coral Gables, Florida. You will provide technical user assistance for PC/LAN issues, manage incidents in ServiceNow, and support Windows and Mac environments across the campus network.

Qualifications

• Proven ability to provide quality customer service in a technical environment.
• Experience with PC/LAN hardware and software.
• Experience with incident tracking systems.

Responsibilities

• Install, troubleshoot, configure, and repair UM-managed desktops, laptops, printers, and peripherals across Windows and Mac environments.
• Provide prompt, courteous user support and communicate resolutions in writing or verbally.
• Monitor and verify completion of desktop support incidents; prioritize requests and document interactions in ServiceNow.
• Assist with remote installation and ongoing usability of desktop software and network applications.
• Assist with hardware moves and disposal of drives/media per university standards.
• On-call rotation to respond to issues; act as first point of contact for desktop and network problems.

Skills

PC/LAN knowledge

Customer service

Remote support

Troubleshooting

Communication

Education

High school diploma or equivalent

Tools

ServiceNow

Microsoft Office

Job description

Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet .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. This position supports a 4/10 work schedule, Friday through Monday, consisting of four 10-hour workdays per week.The Desktop Support Technician for IT provides technical user advice/support to the University of Miami academic staff for problems and questions related to network communication and link to Local Area Network (LAN), Campus Area Network (CAN), Metropolitan Area Network (MAN), and Wide Area Network (WAN). He/she will monitor systems and advise senior staff / management of network application status. Strong knowledge of PC/LAN communications hardware/software and network management software is essential.CORE RESPONSIBILITIES:Responsible for installation, troubleshooting, configuration, and repair of UM managed equipment including desktop PC, laptops, printers, and comparable devices across Windows and Mac environments.Provide quality customer service support in a prompt, courteous, and timely manner by performing follow-up investigation and communicating the resolutions either verbally or in writing. Use discretion and judgment to organize and perform the requested services promptly and efficiently.Organizes and prioritizes support requests.Monitors, administers, tracks, and verify completion of Desktop Support incident.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.Provide remote technical support for the installation, coordination, and daily operation of user application software on the network using remote tools available.Applies migration from the previous PC and executes PC hardware moves.Loads and configures software at desktop.Document all interactions with users related to the incidents and Requests in the ServiceNow incident tracking system.Decommissions any existing hardware that has been replaced and ensure Hard Drive and UM media are disposed of following the Universities standards and procedures.Adheres to University and unit-level policies and procedures and safeguards University assets.On-call on a rotational basis to respond to software or hardware issues as required.Acts as first point of contact in the problem determination process, for desktop and network issues.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 or equivalentMinimum 1 year of relevant experienceSkill 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.Ability to work a 4/10 schedule, Friday through Monday (4 day a week / ten hour a day).Commitment to the University’s core values.Ability to work independently and/or in a collaborative environment.Proficiency in computer software (i.e., Microsoft Office).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.Job Status:Full timeEmployee Type:Staff