UMA Education

Desktop Support Engineer

Job ID
Information Technology


Purpose of the Position

This position is responsible for second level support to all the company’s technology users to include desktops, laptops, telephony devices and printers.  This is a mobile position with advanced knowledge in a corporate Windows 7 environment.  This position will be required to cover all the responsibilities of the Level I Desktop Support Technician with added responsibilities.  This position will report to the Manager of the Service & Support Team.


Primary Duties and Responsibilities 

  • Second level Support responding to customer requests via calls thru the Help Desk call queue and ticket submissions to the HEAT Help Desk ticketing application.  This position is responsible for ensuring that assigned work tasks meet or exceed established Service Level Objectives.
  • 3+ years’ experience with Windows XP/Windows 7 in a corporate IT environment, MS Office 2010, basic networking/TCP/IP and Active Directory administration, VPN configuration, general end-user support; both internal and remote, troubleshooting of PC hardware/software and various network multifunction printers.
  • Performs second level network administration duties responsible for the creation of all new hire accounts in CampusVue, Active Directory, Email and the phone system.  Likewise, this position will be involved in the termination process of some employees as well.
  • Facilitates preparation and distribution of end user technologies, including computers and telecommunications equipment.  Experience with PC imaging technology and remote workstation control and troubleshooting tools.
  • Responsible for daily/weekly/month end tape rotation
  • Supports and maintains a range of make/models of desktops, laptops, smart phone and desktop telephony equipment.
  • Performs administrative functions to complete required tasks including but not limited to:
  • Accurately recording support requests in HEAT
  • Customer follow up
  • Reports all Nimsoft alarms and alerts to the on-call Engineer with follow-up to resolution keeping with expected SLA timeframes
  • Work hour coverage of SQM responsibilities (M-Th 8:30AM - 8PM Fri 8AM – 5:30PM)
  • Creating/maintaining/following detailed SOP and other documentation
  • This position is responsible for the rotation of weekend coverage including the role of the SQM.
  • Works with hardware vendors on warranty repairs.
  • This position is expected to meet high standards for customer service and professionalism, adhering to help desk workflows and procedures.
  • Works with both the level I Desktop Support Technician and the Senior Desktop Support Engineer in all aspects of the job.
  • Primarily responsible for all individual and departmental relocations throughout the organization.
  • Occasional travel between Tampa and Clearwater campuses may be necessary.
  • Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, accrediting agencies, CIE, and internal UMA policies and procedures.
  • Effectively communicates compliance requirements to students and other staff as appropriate and quickly escalates any compliance concerns to the Compliance department.



  • At least one Microsoft Certification is preferred, not mandatory
  • 3 - 5+ years’ experience in end-user support environment, multi-site environment of at least 300 workstations
  • 3+ years’ experience working with a Help Desk ticketing software
  • 3+ years’ experience with Active Directory


Associated Knowledge, Skills & Abilities

  • Excellent customer service and work prioritization skills.
  • Strong attention to detail, analytical, and problem solving skills.
  • Team player, flexible and able to work in a fast paced environment with changing requirements.
  • Excellent verbal and written communication skills.
  • Strong sense of urgency and desire to work in a fast paced, high-growth organization.
  • Establishes and maintains effective inter-departmental working relationships with all constituents within the IT department, technical and non-technical customer contacts.
  • High level of commitment to success, attention to detail and work ethic.
  • Strong oral presentation and written communication skills.
  • Works well independently with moderate supervision.
  • Quick learner and self-starter.
  • Can do attitude.
  • Flexibility to work evenings and weekends as needed.


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