Desktop Support Technician

Core responsibilities

• Responsible for installation, troubleshooting, configuration and repair of classroom technology and other areas where faculty and students instruction takes place at the University of Miami.
• Provide quality customer service support in a prompt, courteous, and timely manner by performing follow-up investigation and communicating the resolutions either verbally or in writing.
• Use discretion and judgment to organize and perform the requested services promptly and efficiently.
• Provide faculty classroom technology training.
• Organizes and prioritizes support requests.
• Communicates with OCM Director, vendors, faculty, students, and UM community when instructional technology malfunctions.
• Maintains status records of classroom technology software & hardware.
• Affords assistance with classroom technology order, receives parts, and materials from vendors and performs inventory inspections.
• Collaborates with the OCM Director in the procurement activities of classroom technology for University wide usage.
• Affords assistance with equipment/system design, installations and testing of equipment.
• Serves as the liaison between the Office of Classroom Management (OCM) and other non-OCM departments.
• Affords assistance with the long-range planning and development of "classroom support" AV service model and audiovisual facilities in existing or new building facilities.
• Affords support to the OCM scheduling team in scheduling of events using the University scheduling system, special projects, and acts as support to the OCM scheduling team.
• Keeps abreast of new methods and technologies, which can be integrated into the program to improve operations and services.
• Documents technical support calls / work orders in the departmental work order management tracking system.
• Provides analysis, relay results, and offer support to assure proper escalation during periods of substandard system performance or outages.
• Assists with the evaluation of new classrooms product and technology.
• Provides supporting documentation for diagnosis, corrective action, and to record service visits and equipment utilization.
• Adheres to University and unit-level policies and procedures and safeguards University assets.
• Performs other related duties as assigned or as directed.

Qualifications

• High School diploma or equivalent required.
• Minimum 1 years of relevant experience; 2 years of experience preferred.
• 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.
• 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).