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Help Desk Technician
Company: University of Miami Health System
Location: Coral Gables, FL
Employment Type: Full Time
Date Posted: 10/27/2021
Expire Date: 12/27/2021
Job Categories: Education
Job Description
Help Desk Technician
The Information Technology Department has an exciting opportunity for a full-time Help Desk Technician to work in Coral Gables, FL.

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.

Department Specific Functions
First Level technical support to customers (Faculty, Staff, Clinicians, and Students)
Responsible for answering customer support calls or trouble tickets for tracking all customer issues and requests
Provide remote troubleshooting on any issues related to learning platforms software using remote tools.
Document step-by-step 1st level troubleshooting details into the appropriate ticket and/or work order information
Ensure trouble ticket updates received via phone, and email are logged correctly into each trouble ticket and the appropriate points of contact are notified.
Adhere to proper method of trouble ticket escalation to next level or group as needed
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.
Specialized/Professional or Technical Duties:
Provide technical support services for all learning platforms used at the University and rights access including account creation and roles assignments in the Blackboard LMS
Adhere to departmental procedures and policies to ensure proper handling and timely escalation of Customer issues
Provide telephonic support to users for the installation, coordination, and daily operation of application software.
Provide analysis, relay results, and offer support to assure proper escalation during periods of substandard system performances or outages.
Administrative Duties:
Responsible for monitoring incoming emails to Help Desk
Documentation of processes and solutions to be included in knowledge base
Attend meetings as required
Requires evening and weekend work to support Faculty, Staff, Clinicians, and Students
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.
High School diploma required. Associates degree preferred.
Minimum 1 years of relevant experience. Any relevant education, certifications and/or work experience may be considered.
Knowledge, Skills and Attitudes:
Ability to communicate effectively in both oral and written form.
Ability to handle difficult and stressful situations with professional composure.
Ability to maintain effective interpersonal relationships.
Ability to understand and follow instructions.
Macintosh Operating system and application experience a plus
“Team Player” attitude with excellent communication, verbal and written skills
Strong problem solving skills
Proficiency in providing excellent Customer Service
Technical certification from Microsoft or comparable (i.e. MCSE, A+, Network +, ITIL or equivalent) preferred but not required
Adobe Suite knowledge
WordPress experience
HTML, SQL experience
Contact Information
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