Desktop Support Technician

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 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.
• 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.

• 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.
• 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).

Any relevant education, certifications and/or work experience may be considered.

The University of Miami is recognized as one of the nation's premier research institutions and academic health systems and is among the largest employers in South Florida. With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally. We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service.