Desktop Support Technician

University of Miami; Georgia; On-site; USD 28,000 - 41,000; Full time

Job summary

The University of Miami IT & Systems Department is seeking a Desktop Support Technician to provide desktop and network support in Coral Gables, FL. The role supports Windows and Mac environments, with four 10-hour days (Friday–Monday) each week and on-call rotations.

The incumbent will handle incident tracking in ServiceNow, install/configure devices, and assist with software deployments while delivering high-quality customer service to academic staff.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year of relevant experience.
• Ability to analyze, organize and prioritize work under pressure.
• Ability to work evenings, nights, and weekends, as necessary.
• Ability to work a 4/10 schedule, Friday through Monday.
• Commitment to University values.
• Ability to work independently or in a team.
• Proficiency in Microsoft Office.

Responsibilities

• Install, troubleshoot, configure, and repair UM desktops, laptops, printers across Windows/Mac.
• Provide prompt, courteous end-user support and communicate resolutions.
• Organize and prioritize support requests.
• Monitor, administer, track, and verify completion of desktop incidents.
• Assist with installation, configuration, and usability of desktop computers and software.
• Document all user interactions in ServiceNow.

Skills

PC/LAN hardware

Network management software

Customer service

Remote technical support

Education

High school diploma or equivalent

Tools

ServiceNow

Microsoft Office

Job description

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 equivalent
• Minimum 1 year 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.
• 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.

Job Status: Full time Employee Type: Staff

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.

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.

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