Desktop Support Specialist

Desktop Support Specialist

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:

• 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.
• Assists internal customers and end users in accessing the most appropriate application functions for their needs.
• Informs users of base requirements to meet troubleshooting needs.
• Provides guidance and backup to technical support and other relevant staff.
• Adheres to University and unit-level policies and procedures and safeguards University assets.
• Responsible for all aspects of the University Computer Lifecycle Management Program, including ordering equipment, processing requests, managing, and maintaining computer inventory.
• Responsible for installation, troubleshooting, configuration, and repair of UM managed equipment including desktop PC, laptops and comparable devices across Windows and Mac environments.

Minimum Qualifications:

Education: Associate's degree.

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).

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.