Help Desk Technician

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 exciting opportunity for a full-time Help Desk Technician to work hybrid in South Florida. The Help Desk position is responsible for providing first-line support within the Call Center for Learning Platforms, assisting users with technical issues, account access, and general inquiries to ensure a seamless learning experience. This position requires a detail-oriented individual who will serve as the initial point of contact for Learning Platforms Help Desk. As part of the Learning Platforms team, the Help Desk Technician is responsible for the following technical and professional duties to support university stakeholders (instructors, staff, and students): Provide Tier 1 technical support for the University’s learning management system, its integrated technologies (e.g., Kaltura, VoiceThread, Zoom), and other supported academic applications (EAB Navigate, Cognate Search Engine, and UMiami App). Respond to incoming calls and emails through the appropriate tracking systems, documenting processes and solutions for users and other team members to review. Provide options for support, including, but not limited to, remote troubleshooting or scheduled support windows, based on the needs of the contact. Adhere to departmental procedures and policies to ensure effective handling and timely escalation of issues, to internal and external members of the team. Provide quality customer service support to university stakeholders in a prompt, courteous, and timely manner. Investigate, follow up, and communicate potential resolutions to contacts verbally or in writing. Interact with team communication channels and knowledge articles to organize and perform the requested services promptly and efficiently. Leverage and contribute to the team’s internal and external knowledgebase articles. Provide personalized technical training of supported learning platforms as requested through incoming calls or emails. Adapt to and learn the impacts of frequent releases of supported learning platforms. Department Specific Qualifications Education: High School diploma Experience: Minimum 1 years of relevant experience. Any relevant education, certifications and/or work experience may be considered. Knowledge, Skills and Attitudes: Ability to process and handle confidential information with discretion. Skill in completing assignments accurately and with attention to detail. Proficiency in providing effective and professional customer service experience. Ability to explore and investigate learning technologies necessary for the role. Ability to work nights, weekends and on occasion, holidays. The University of Miami is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida. With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally. We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service. The University of Miami is an Equal Opportunity Employer. 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 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. 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 of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.