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The Desktop Support Specialist provides triage, diagnostic, and troubleshooting technical support services, related to business applications and operating systems, to ensure enterprise-wide networks and peripherals are functioning properly. This employee collaborates with project management, network services, and application development to identify requirements and resolutions to incidences.

CORE JOB FUNCTIONS  

1.Creates and manages escalated trouble tickets to maintain data integrity.

2.Uses various applications to research and resolve incidences.

3.Coordinates with team members on projects and issues.

4.Creates and manages documentation and procedures.

5.Communicates project status to management.

6.Provides front-end support and maintenance of the applications and modules used within the organization.

7.Assists internal customers and end users in accessing the most appropriate application functions for their needs.

8.Informs users of base requirements to meet troubleshooting needs.

9.Provides guidance and backup to technical support and other relevant staff.

10.Adheres to University and unit-level policies and procedures and safeguards University assets.

11.Responsible for all aspects of the University Computer Lifecycle Management Program, including ordering equipment, processing requests, managing, and maintaining computer inventory.

12.Responsible for installation, troubleshooting, configuration, and repair of UM managed equipment including desktop PC, laptops and comparable devices across Windows and Mac environments.

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: 

Associate’s degree. 

Experience:  

Minimum 3 years 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). 

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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