Desktop Support Technician

University of Miami; Coral Gables (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

The University of Miami’s UMIT Department is seeking a Full-time Desktop Support Technician to provide end-user support for staff and faculty in Coral Gables, FL. You will assist with desktop configurations, software installations, and video/AV needs for lectures and events.

Responsibilities include handling service requests, monitoring tickets, and ensuring security policies are followed. Strong knowledge of Windows, macOS, and Office is essential.

Qualifications

• High school diploma or equivalent; relevant experience preferred.
• CompTIA A+ certification preferred but not required.
• Minimum 2 years of relevant experience and strong organizational skills.
• Proficiency with Windows and macOS, and Microsoft Office.

Responsibilities

• Serve as first contact for desktop and network issues and troubleshoot problems.
• Provide courteous customer service and manage help desk requests.
• Install, configure, and support desktop software and hardware.
• Conduct basic troubleshooting and escalate issues as needed.
• Support video conferencing and AV needs for lectures and events.
• Document requests and incidents in ServiceNow and maintain asset inventory.

Skills

Customer service

Problem solving

Prioritize workload

Team collaboration

Education

High school diploma

Any relevant education/experience considered

Tools

Windows OS

macOS

Microsoft Office

Job description

The University of Miami’s UMIT 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 (A) 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.
• Software installation and configuration on workstations.
• 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.
• Develops and periodically refines systems and procedures for efficiently handling customer service calls.
• Provides technical expertise and assists clients in sophisticated problem determination and resolution.
• Prioritize and respond to service requests.
• Provide technical and audio/visual support for lectures, presentations, symposiums and conferences.
• Provide video conferencing support for faculty and staff presentations, lectures and dissertations.
• Assist departmental and program requests regarding video capture and streaming for online and hybrid curricula.

Department Specific Functions

• Provide desktop and audiovisual support to 20+ departments and interdisciplinary programs across multiple buildings on the University’s Coral Gables campus as part of the College of Arts and Sciences distributed IT team.
• Partner with the supervisor to assess projects and identify technology needs.
• Install, configure, and troubleshoot faculty and staff workstations, lab computers, mobile devices, and peripherals (including research instruments).
• Requires strong working knowledge of Windows, macOS, and Microsoft Office.
• Proactively monitor, maintain, and optimize endpoint performance, applying updates, patches, and preventative maintenance.
• Enforce university IT security policies, including endpoint protection, encryption, MFA, and access controls.
• Develop and maintain technical documentation, SOPs, and knowledge base articles to support consistent service delivery.
• Assist in developing and improving IT service workflows, escalation paths, and response procedures.
• Provide prompt, professional support in person and remotely, documenting all requests and incidents in ServiceNow.
• Support faculty with classroom technology and digital teaching tools, and provide on-site AV support for special events.
• Maintain asset inventory using the department’s asset management platform.
• Collaborate with central IT teams and other school-based IT units on cross-functional initiatives.
• 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 equivalent
• CompTIA A+ Certification preferred but not required.
• Minimum 2 years of relevant experience
• 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.
• Proficiency in computer software (i.e. Microsoft Office).
• Any appropriate combination of relevant education, experience and/or certifications may be considered.

Job Status: Full time Employee Type: Staff

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.

The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation.

The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride.

The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings.

Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019. The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022.

With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.