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Desktop Support Technician

4 months ago

Coral Gables, United States The University of Miami Full time
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 using the Career worklet, please review this tip sheet.

The Office of Classroom Management (OCM) is responsible for academic room scheduling, management and maintenance of the general-purpose classroom spaces, and audio-visual (AV) technology for the University of Miami campuses. The Desktop Support Technician will lead in supporting Classroom Management initiatives, academic and special events, room scheduling assignments, and classroom technology, and the overall maintenance for all General Purpose Classroom (GPC) spaces and other instructional spaces. This position is required to work evenings, high peak times, and weekends which may fall outside of normal business operational hours.

CORE JOB FUNCTIONS
  • 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.
  • Monitors classroom equipment using interface/monitoring software and maintains status records of classroom technology software & hardware.
  • Assist the OCM Director with the classroom technology order, receives parts, and materials from vendors and performs inventory inspections.
  • Coordinates with the OCM Director in the procurement activities of classroom technology for University wide usage.
  • Assist with planning, monitoring, and participates in equipment/system design, installations and testing of equipment.
  • Act as the liaison between the Office of Classroom Management (OCM) and other non-OCM departments.
  • Assists the OCM Director in the long-range planning and development of "classroom support" AV service model and audiovisual facilities in existing or new building facilities.
  • Assist with scheduling of events using the University scheduling system, special projects, and act 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.
  • Document technical support calls / work orders in the departmental work order management tracking system.
  • Provide analysis, relay results, and offer support to assure proper escalation during periods of substandard system performance or outages.
  • Assist with the evaluation of new classrooms product and technology
  • Provide 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.
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:

High School diploma or equivalent required

Experience:

Minimum 1 years of relevant experience; 2 years of experience preferred. 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.

Job Status:
Full time

Employee Type:
Staff

Pay Grade:
A4