Sr. Desktop Support Technician

Current Employees:

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The University of Miami's UMIT Department has an exciting opportunity for a full-time Sr. Desktop Support Technician to work in Coral Gables, Florida.

The Senior Desktop Support Technician provides technical user advice and support to academic and administrative staff for problems and questions related to network communications. The incumbent also monitors systems and advises senior staff of network application status.

Core Responsibilities:

• Acts as first point of contact for the problem determination process for desktop and network issues.
• 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 any necessary software drivers.
• Conducts basic troubleshooting for desktop and laptop computers.
• Performs preventive maintenance, including checking of workstation.
• Executes PC hardware moves. Loads and configures software ifies software is functional and escalates issues.
• Decommissions any existing hardware that has been replaced.
• Completes, updates, and closes service center tickets.
• Acts as a team lead for troubleshooting, systems backups, archiving, and disaster recovery.
• Maintains several hardware platform standards and reviews regularly.
• Records, tracks, and documents problem-solving process, including all successful and unsuccessful decisions made, and actions taken.
• Maintains repairs and rebuilds desktop computer hardware and printers.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

Department Specific Functions:

The Senior Desktop Support Technician provides first point of contact support for UM Libraries faculty, staff, and student employees, delivering both desktop computer support and event audio/visual (A/V) technology support. Responsibilities include troubleshooting and resolving hardware, software, and A/V technology issues across Richter Library and its branches. This role supports users through our support request systems, phone, walk-ins, and lab consultations.

• First point of contact for library employees experiencing technical problems utilizing library computers, printers and the network.
• Provides technology planning and implementation by actively engaging in new technology initiatives, upgrades, and expansions in library spaces.
• Troubleshoots to identify and resolve hardware, software, and network-related issues.
• Monitors the performance and uptime of the library's systems and other computer equipment.
• Prepares Microsoft Windows and Mac OS desktop imaging solutions for staff and public computers.
• Provide maintenance and support for public computing environments and specialized library software applications.
• Install, configure, and maintain hardware, operating systems, and software across Richter Library and its branches.
• Performs emergency systems diagnostics after system failures.
• Performs preventative maintenance and makes sure our systems are online and up to date.
• Maintains a detailed log, documenting the problem-solving process of trouble requests using the support request system.
• Provides technical support for online and hybrid events as needed.
• Executes computer hardware moves, including breakdown, setup, and verification of operational functionality.
• Provides support for public computer software and hardware.
• Performs routine maintenance on Information Commons and lab computers.
• Manages surplus inventory by decommissioning all outdated equipment, updating their status in our asset database and submitting a pickup order to surplus.
• Support assigned events by setting up and testing A/V equipment and ensuring all technology is functioning properly.
• Communicate and coordinate with event stakeholders, the event coordinator, and the Supervisor, Desktop Support on an event-by-event basis to facilitate smooth operations and ensure equipment and support needs are met.
• Provide on-site technical support for the duration of events, addressing and troubleshooting any issues that arise.
• Monitor and report on the usage of rooms, equipment, and services, and report event outcomes, successes, and issues to the Supervisor, Desktop Support, recommending improvements and suggesting equipment or operational changes to better support future events.
• When possible, participate in committees and teams within and outside the Libraries to provide services to the Libraries, University, and the community.

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.

CORE

QUALIFICATIONS:

• High…