Desktop Support Specialist

Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet. The University of Miami IT Department has an opportunity for a full-time Desktop Support Specialist to work in Coral Gables, Florida. The Desktop Support Specialist provides triage, diagnostic, and troubleshooting technical support services, related to academic and business applications and operating systems, to ensure networks and peripherals are functioning properly. The Desktop Support Specialist collaborates with project management, network services, and application development to identify requirements and resolutions to incidences. Core Responsibilities: Creates and manages escalated trouble tickets to maintain data integrity. Uses various applications to research and resolve incidences. Coordinates with team members on projects and issues. Creates and manages documentation and procedures. Communicates project status to management. Provides front-end support and maintenance of the applications and modules used within the organization. Conducts one-on-one training of end users for specialty applications. Assists internal and external customers, end users, and patients in accessing the most appropriate application functions for their needs. Informs users of base requirements to meet troubleshooting needs. Supports the design and system configuration for dedicated specialty portals and email accounts. Provides guidance and backup to technical support specialists and other relevant staff. Adheres to University and unit-level policies and procedures and safeguards University assets. Department Specific Functions: Perform installation, configuration, and maintenance of Mac OS operating systems and applications. Manage and prioritize assigned support incidents and requests using the IT service management ticketing system. Responsible for the installation, maintenance, patching, updates, and troubleshooting of computers and network-attached devices and peripherals. Installs software and software updates on faculty computers, studios, computer labs, classrooms, conference rooms, and performance spaces. Maintains a list of software licensed by FSOM and checks it against system requirements and updates. Provides support for audiovisual equipment and spaces related to rehearsals, media production and editing, performance, and live events. Works with faculty and other IT professionals to select new or replacement equipment. Responsibilities will include some support for concerts, festivals, meetings, and other events. 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: Associate’s degree in relevant field. Minimum 3 years of relevant experience. Experience supporting live events is preferred. Excellent collaboration skills required. Ability to communicate technical information to a non-technical audience required. 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). Any appropriate combination of relevant education, experience and/or certifications may 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: A6 The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation. The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride. The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings. Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019. The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022. Transforming lives With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission 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.