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||Miami, FL United States
Desktop Support Technician|
The Department of Information Technology has an exciting opportunity for a full-time Desktop Support Technician to work in Coral Gables, FL.
The 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 JOB FUNCTIONS
Acts as first point of contact in the problem determination process, for desktop and network issues.
Provides quality customer service to all clients in a timely and professional manner.
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 software drivers.
Conducts basic troubleshooting for desktop and laptop computers.
Applies migration from previous PC and executes PC hardware moves.
Loads and configures software at desktop.
Verifies software is functional and escalates issues.
Decommissions any existing hardware that has been replaced.
Completes, updates, and closes Service Center tickets.
Adheres to University and unit-level policies and procedures and safeguards University assets.
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.
High school diploma or equivalent.
Minimum 1 year of relevant experience. Any relevant education, certifications and/or work experience may be considered.
Knowledge, Skills and Attitudes:
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.
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).
Department Specific Functions
Provide support for Windows, Mac and Linux workstations throughout the Rosenstiel School of Marine, Atmospheric and Sciences campus.
Provides support via telephone, email, and in person for faculty, staff and students of the Rosenstiel School.
Periodic support on weekends will be required to set up AV in auditoriums for special events.
Will be required to travel to main (Gables) campus weekly to provide support for faculty and staff computers of the Rosenstiel School’s undergraduate programs.
Document service incident workload using ServiceNow ITSM tool.
Create/maintain technical documentation to be shared with other members of the support group.
Participate in client-side software migrations and installs as needed.
Knowledge, Skills and Attitudes:
Ability to diagnose and correct technical issues within MacOS.
Ability to diagnose and correct technical issues within various version of Linux operating systems running on desktop computers.
Ability to support various AV related technologies such as connectivity between laptops, projectors, displays and AV switching devices.
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