Desktop Support Technician – IT Help Desk

About the role

The University of Miami IT & Systems Department seeks a full‑time Desktop Support Technician to provide technical assistance to academic and administrative staff in Coral Gables, Florida. You will be the first point of contact for desktop and network issues, ensuring timely and professional service.

Key responsibilities

• Act as the initial contact for desktop, laptop, and network problem determination.
• Organize, prioritize, and track help‑desk tickets in ServiceNow.
• Install, configure, test, and certify desktop computers, peripherals, and software drivers.
• Troubleshoot hardware and software issues, perform PC migrations and hardware moves.
• Provide AV and video‑conferencing support for lectures, symposiums, and hybrid classes.
• Maintain endpoint health by deploying updates, patches, and security controls (MFA, disk encryption, endpoint protection).
• De‑commission replaced hardware and keep accurate inventory of assets and licenses.
• Collaborate with department supervisors on technology projects and campus‑wide initiatives.

Required profile

• High school diploma or equivalent.
• Minimum two years of relevant desktop support experience.
• CompTIA A+ or Network+ certification preferred.
• Strong attention to detail and ability to prioritize work under pressure.
• Willingness to work evenings, nights, or weekends as needed.
• Commitment to the University’s core values and ability to handle confidential information.

Required skills

• CompTIA A+ / Network+ concepts.
• Microsoft Office suite proficiency.
• ServiceNow ticketing system.
• Hardware installation and peripheral configuration.
• Software installation, driver updates, and troubleshooting.
• AV equipment and video‑conferencing tools.
• Endpoint security practices (MFA, disk encryption, endpoint protection).

What we offer

• Competitive salary.
• Comprehensive benefits package including medical, dental, and tuition remission.
• Opportunities to work in a leading academic environment.