Sr. Endpoint Services Specialist

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The University of Miami Health System (UHealth) IT Department has an exciting opportunity for a full-time Sr. Endpoint Services Specialist to work on the Medical Campus in Miami Florida.

The Sr. Endpoint Services Specialist - Central provides technical and user support for moderately complex computing environment related to clinical and business applications and operating systems to ensure enterprise-wide networks and peripherals are functioning properly. This employee collaborates with network services software systems engineering and/or application development to restore service and/or identify problems.

Core Responsibilities:
1. Maintains a troubleshooting tracking log ensuring timely resolution of problems.
2. Investigates and resolves user software and hardware problems.
3. Provides front end support and maintenance of the applications and modules used within the organization.
4. Assists with developing user training materials and may train users on software and hardware or recommend outside contractors to provide training.
5. Supports the design and system configuration for dedicated specialty portals and email accounts.
6. Serves as generalist responsible for providing broad range of user support services.
7. Answers questions applying knowledge of software hardware and procedures.
8. Talks to programmers to explain software errors or to recommend changes to programs.
9. Calls software and hardware vendors to request service regarding defective products.
10. Configures installs maintains and upgrades server applications and hardware.
11. Provides technical support to the organizations internal users of computer applications and hardware (e.g. PCs servers mainframes).
12. Leads team members on projects and resolution of issues.
13. Assists with projects and communicates status to management.
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.

Department Specific Functions:

• Serve as the dedicated IT support specialist for the Provost ensuring all endpoint systems are secure updated and fully operational.

• Proactively monitor and maintain executive devices applications and connectivity to prevent disruptions.

• Provide expert-level support for AV systems in executive offices and conference rooms including setup troubleshooting and maintenance.

• Facilitate high-stakes meetings and calls using Zoom and Microsoft Teams ensuring flawless execution.

• Demonstrate a service-first mindset with a calm friendly and professional demeanor under pressure.

• Exhibit servant leadership by anticipating executive needs and delivering solutions with minimal direction.

• Collaborate with IT teams to escalate and resolve complex issues while maintaining executive satisfaction.

• Maintain confidentiality and discretion in all interactions with leadership.

CORE QUALIFICATIONS:

• Associates degree in IT Computer Science or relevant field; Bachelors degree is preferred.

• CompTIA A

• Microsoft Certified Modern Desktop Administrator Associate (preferred)

• Apple Certified Support Professional (preferred)

• Zoom Certified Integrator or Zoom Rooms Deployment Certification (preferred)

• Microsoft Teams Administrator Associate (preferred)

• ITIL Foundation Certification (preferred)

• Minimum 4 years of IT support experience including at least 2 years in executive or white-glove support roles.

• Working knowledge of ServiceNow or similar ITSM platforms.

• Proficiency in Windows and macOS including system configuration and troubleshooting.

• Proven expertise in AV systems setup and troubleshooting in office and conference room environments (e.g. projectors microphones control panels).

• Hands-on experience with Zoom and Microsoft Teams including meeting facilitation and AV integration.

• Demonstrated ability to work independently in high-pressure high-visibility environments.

• Experience supporting senior leadership in an Academic or enterprise settings (preferred).

• Familiarity with endpoint management tools (e.g. Microsoft Intune SCCM) and MDM/security compliance (preferred).

• Excellent troubleshooting skills across hardware software and network layers.

• Ability to manage multiple tasks in a fast-paced high-visibility environment.

• Exceptional verbal and written communication skills.

• High level of discretion and professionalism in handling sensitive information.

• Ability to train users in new technologies with clarity and patience.

Any appropriate combination of relevant education experience and/or certifications may be considered.

The University of Miami is recognized as one of the nations premier research institutions and academic health systems and is among the largest employers in South Florida.

With more than 20000 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.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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