Desktop Support Technician

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 using the Career worklet, please review this tip sheet. The Desktop Support Technician for IT provides technical user advice/support to the University of Miami academic and administrative staff and its satellite facilities 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. Extensive knowledge of PC/LAN communications hardware/software and network management software is essential. Duties include but are not limited to: 65% Technical support: Perform routine configuration and maintenance of nodal concentrator network equipment supporting University network data systems. Responsible for installation, troubleshooting, configuration and repair of network communications equipment including both hardwired and wireless devices according to written and graphic specifications. Responsible for installation, troubleshooting, configuration and repair of computing equipment including desktop PC, laptops, printers and comparable devices according to written and graphic specifications. Install and support of application software packages. Provide video conference and telephonic technical support for the installation, coordination, and daily operation of user application software on the network. Provide technical and audio/visual support for lectures, presentations, symposiums and conferences. Provide remote troubleshooting of network, PC, or software issues using remote tools. 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. 25% Departmental support / documentation / response: Document technical support calls / work orders in the departmental work order management tracking system. Provide analysis, relay results, and offer support to assure proper escalation during periods of substandard system performance or outages. Advise supervisor or senior personnel of network failures or degradation, and assist in the modification or correction of the same. Assist with the evaluation of new products as assigned. Provide supporting documentation for diagnosis, corrective action, and to record service visits and equipment utilization. Installs, configures and troubleshoots student lab computers and peripherals. 10% Other duties as assigned. Job descriptions are not intended and should not be construed as an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. Management reserves the right to revise duties as needed. Minimum requirements: High school diploma or equivalent. One year relevant work experience with computers, network operating systems, and data communications troubleshooting. Any relevant education, certifications and/or work experience may be considered. Working knowledge of networked PC hardware, and Windows OS installation/setup. Superior customer service skills a must. Verbal and written English skills required. The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information. Job Status: Full time Employee Type: Staff Pay Grade: i102 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. Transforming lives 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 is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.