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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                 

1. Acts as first point of contact in the problem determination process, for desktop and network issues.

2. Provides quality customer service to all clients in a timely and professional manner.

3. Organizes and prioritizes support requests.

4. Monitors, administers, tracks, and verifies completion of help desk tickets.

5. Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.

6. Prepares, installs, tests, and certifies any desktop configuration, including any software drivers.

7. Conducts basic troubleshooting for desktop and laptop computers.

8. Applies migration from previous PC and executes PC hardware moves.

9. Loads and configures software at desktop.

10. Verifies software is functional and escalates issues.

11. Decommissions any existing hardware that has been replaced.

12. Completes, updates, and closes Service Center tickets.

13. 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.

MINIMUM QUALIFICATIONS                    

Education:

High school diploma or equivalent

Experience:

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

• Apple Operating System experience

• Windows and Apple Operating System encryption

•PXE imaging and backup expierence

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.

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