Desktop Support Technician

Miami, Florida
May 01, 2017
Institution Type
Four-Year Institution
The University of Miami is considered among the top tier institutions of higher education in the U.S. for its academic excellence, superior medical care, and cutting-edge research. At the U, we are committed to attracting a talented workforce to support our common purpose of transforming lives through teaching, research, and service. Through our values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity and Teamwork (DIRECCT) we strive to create an environment where everyone contributes in making UM a great place to work. We are one of the largest private employers in Miami-Dade County; home to more than 13,400 faculty and staff from all over the world.

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:
60% Technical support:
1. Perform routine configuration and maintenance of nodal concentrator network equipment supporting University network data systems.
2. Responsible for installation, troubleshooting, configuration and repair of network communications equipment including both hardwired and wireless devices according to written and graphic specifications.
3. Responsible for installation, troubleshooting, configuration and repair of computing equipment including desktop PC, laptops, printers and comparable devices according to written and graphic specifications.
4. Install and support of application software packages.
5. Provide telephonic technical support for the installation, coordination, and daily operation of user application software on the network.
6. Provide remote troubleshooting of network, PC, or software issues using remote tools.
7. 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.
20% Departmental support / documentation / response:
1. Document technical support calls / work orders in the departmental work order management tracking system.
2. Provide assistance in network planning, engineering, and architecture.
3. Provide analysis, relay results, and offer support to assure proper escalation during periods of substandard system performance or outages.
4. Advise supervisor or senior personnel of network failures or degradation, and assist in the modification or correction of the same.
5. Assist with the evaluation of new products as assigned.
6. Provide supporting documentation for diagnosis, corrective action, and to record service visits and equipment utilization.
10% Administrative duties:
1. On-call on a rotational basis to respond to software or hardware issues as required. Department issued cell phone provided during the on-call period.
2. Respond to calls during the course of daily operations via department specified device (i.e. pager, radio, telephone).
3. Attend local and national professional meetings and workshops as required and funded to maintain familiarity with the latest technological advances and to communicate his/her insights to co-workers via formal presentations.
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 and one year relevant work experience with computers, network operating systems, and data communications troubleshooting.Working knowledge of networked PC hardware, and Windows OS installation/setup. Superior customer service skills a must. Verbal and written English skills required.

Apply online. Position #: R100015476.

The University of Miami is home to some of the brightest minds in the world. We are committed to educating and nurturing students, creating knowledge, and providing service to our community and beyond. The University of Miami offers competitive salaries and a comprehensive benefits package including medical and dental benefits, tuition remission, vacation, paid holidays and much more. The University of Miami is an Equal Opportunity/Affirmative Action Employer. Come join us!