Desktop Support Specialist

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CORE JOB SUMMARY
The Desktop Support Specialist - School/College/Hospital provides triage, diagnostic, and troubleshooting technical support services, related to clinical and business applications and operating systems, to ensure networks and peripherals are functioning properly within the assigned school/college/hopsital and its units. The incumbent collaborates with project management, network services, and application development to identify requirements and resolutions to incidences.

CORE JOB FUNCTIONS
1. Creates and manages escalated trouble tickets to maintain data integrity.
2. Uses various applications to research and resolve incidences.
3. Coordinates with team members on projects and issues.
4. Creates and manages documentation and procedures.
5. Communicates project status to management.
6. Provides front-end support and maintenance of the applications and modules used within the organization.
7. Conducts one-on-one training of end users for specialty applications.
8. Assists internal and external customers, end users, and patients in accessing the most appropriate application functions for their needs.
9. Informs users of base requirements to meet troubleshooting needs.
10. Supports the design and system configuration for dedicated specialty portals and email accounts.
11. Routes prescriptions, patient advice requests, and duplicate patient account issues to the appropriate department pool or party.
12. Ensures physicians are grouped in the correct department pools.
13. Provides guidance and backup to technical support specialists and other relevant staff.
14. 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.

CORE QUALIFICATIONS
Education:
Associate degree in relevant field required

Experience:
Minimum 3 years of relevant experience required

Certification and Licensing:
Refer to department description for applicable certification requirements

Knowledge, Skills and Abilities:

• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

This is a core job profile description and is not reflective of all duties that may be assigned to a specific position in each individual department. The above statements are intended to describe the general nature and primary responsibilities of this core job profile. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job.

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 for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

A6