Sr. Desktop Support Technician

** Current Employees:
** If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click  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 .The University of Miami’s UMIT Department has an exciting opportunity for a full-time Sr. Help Desk Technician to work in Coral Gables, Florida.

The Senior Help Desk Technician provides operational and technical support to the University of Miami’s clinical, academic, and administrative staff for processes related to business management systems. More specifically, this employee provides support to users by investigating and resolving technical problems.

Core Responsibilities:

* Acts as primary point of contact regarding all help desk issues.
* Provides first and second tier support to identify, investigate, and resolve technical problems.
* Troubleshoots and supports Microsoft Windows servers and XP workstations.
* Supports the addition, deletion, and modification of accounts and security privileges.
* Provides network and application monitoring and support.
* Provides diagnosis in basic error situations to determine point of failure and works closely with associates to provide solutions.
* Assists end users with moves, adds, and changes within software-based phone systems.
* Supports applications, printers, storage, and networking infrastructure.
* Assists in monitoring and maintaining backup and recovery of server environments.
* Works with outside vendors and support companies to facilitate department functions.
* Escalates issues to higher level technical teams or other appropriate staff.
* Creates and maintains network and account specific documentation, policies, and procedures.
* Monitors internal help desk system for the delegation, assignment, and completion of trouble tickets.
* Maintains IT department by organizing and purchasing supplies and recommending improvements.  Adheres to University and unit-level policies and procedures and safeguards University assets.

Department Specific Functions:

The Senior Desktop Support Technician reports to the Supervisor, Desktop Support.  Within the library, this individual works with all levels of the library faculty and staff. In addition, this individual will work with students, faculty, and staff from the University units such as Information Technology and has occasional contact with outside vendors.
* 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…