Help Desk Technician (Miami)

Help Desk Technician

The Help Desk Technician provides operational and technical support to the University of Miami clinical, academic, administrative staff, and its satellite facilities for processes related to the business management systems. Additionally, the incumbent monitors systems, initiates automated processes, provides telephonic user support, and troubleshoots hardware issues.

Core Job Functions

• Provides telephone support to users for the installation, coordination, and daily operation of clinical application software.
• Provides remote troubleshooting of network, PC, or software issues using remote tools.
• Documents technical support calls and work orders in the departmental work order management tracking system.
• Provides analysis, relays results, and offers support to assure proper escalation during periods of substandard system performances or outages.
• Advises senior personnel of network failures or degradation and assists in the modification or correction of the same.
• Assists with evaluating the functionality of new products.
• Provides supporting documentation for diagnosis and corrective action and records service visits and equipment utilization.
• Monitors systems and performs scheduled software and hardware maintenance checks within the established frequencies to ensure efficient performance.
• Notifies appropriate groups of system degradation and takes action as outlined in relevant policies and procedures.
• Reviews job logs, and monitors system backup, interface, and disk utilization.
• Troubleshoots system printer and installs and supports network application software packages.
• 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.

Minimum Qualifications

Knowledge, Skills and Attitudes :

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.