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 organization's 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:

• Associate’s degree in IT, Computer Science, or relevant field; Bachelor’s 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 abil