Job location: Coral Gables, FL

Employment Type: Full-time
Posted data: 2019-02-11
Req: R100029722
Current Employees:
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Where Excellence Meets Purpose

The University of Miami is among the top research universities and academic medical centers in the nation, and one of the largest private employers in South Florida.

With more than 16,000 faculty and staff, the University strives for excellence, and is driven by a powerful purpose 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.

The University has been named on Forbes's Best Employers list for two consecutive years, and is the only university in Florida to receive this honor.

The Information Technology Department is looking for a Help Desk Technician. This person provides first tier technical support over the phone, troubleshooting and resolving software/hardware requests or incidents.

PRIMARY DUTIES AND RESPONSIBILITIES:

Basic Functions: 
• First Level technical support to customers (Faculty, Staff, Clinicians, and Students).
• Responsible for answering customer support phone lines and generating work orders or trouble tickets for tracking all customer issues and requests.
• Provide remote troubleshooting of network, PC, or software issues using remote tools.
• Document step-by-step 1st level troubleshooting details into the appropriate ticket and/or work order information.
• Ensure trouble ticket updates received via phone, fax and email are logged correctly into each trouble ticket and the appropriate points of contact are notified.
• Adhere to proper method of trouble ticket escalation to next level or group as needed.
• 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.

Function Details:

Specialized/Professional or Technical Duties:
• Provide technical support services for network data type problems in wireless and network applications and connectivity, Blackberry and PDA issues, network printers, Microsoft Windows Applications (MS Office) and Operating Systems security and rights access including password resets, computer hardware, printers, and software issues on laptop and desktop computers with local and remote users.
• Resolve call on initial customer contact and when necessary escalate to 2nd and 3rd level support teams.
• Responsible for maintaining accurate data entry and custodianship of configuration management on deployed computers.
• Adhere to departmental procedures and policies to ensure proper handling and timely escalation of Customer issues.
• Provide telephonic support to users for the installation, coordination, and daily operation of application software.
• Provide analysis, relay results, and offer support to assure proper escalation during periods of substandard system performances or outages.

Administrative Duties:
• Responsible for monitoring incoming emails to Help Desk.
• Documentation of processes and solutions to be included in knowledge base.
• Attend meetings as required.

Knowledge, Skills, and Abilities: (KSA)
• Macintosh Operating system and application experience a plus.
• “Team Player” attitude with excellent communication, verbal and written skills
• Strong technical skills.
• Proficiency in providing quality Customer Service.
• Technical certification from Microsoft or comparable (i.e. MCSE, A+, Network +, ITIL or equivalent) preferred but not required.

Education Requirements:
• High School Diploma required. Bachelor’s degree preferred in Information Technology, Engineering or Information Systems related field.

Work Experience Requirements:
• 1 to 2 years experience in Help Desk/Call Center environment. Any appropriate combination of relevant education, certifications and/or work experience will be considered.
 

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