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CORE JOB SUMMARY                                                                                                                                                                                                           

The Desktop Support Specialist (A) 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 (A) collaborates with project management, network services, and application development to identify requirements and resolutions to incidences.

CORE JOB FUNCTIONS                                                                                           

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.

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                                                                                         

Education:

Associate’s degree in relevant field

Certification and Licensing:

Not Applicable

Experience:              

Minimum 3 years of relevant experience

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 ADDENDUM

Department Specific Functions

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.

Department Specific Qualifications                                                                 

Education:

Associate’s degree in a technology, broadcast engineering, or media production field preferred

Experience:

Experience supporting audiovisual systems required.

Experience supporting live events is preferred.

Knowledge, Skills and Attitudes:

Excellent collaboration skills required.

Ability to communicate technical information to a non-technical audience required.

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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