IT Client Support Specialist II

Your personal information will be retained and/or disposed of in accordance with Florida Statutes and UCF’s records management policies and practices.
* Maintain, upgrade, install, diagnose, and repair hardware including desktops, laptops, workstations, peripherals, and accessories.
* Install software and operating systems (Windows, macOS, Linux).
* Escalate complex issues to senior technicians and supervisors as needed.
* Participate in the creation, routing, and resolution of vulnerability remediation tickets.
* Use electronic and networking testing equipment to diagnose computer hardware and troubleshoot network issues.
* Utilize Intune, Entra, MECM, Active Directory, DHCP, and Vulnerability Management tools to support the engineering, design, and overall client experience on endpoint devices.
* Assist in creating knowledge base articles to document solutions, processes, and procedures.
* Provide client education on the use of equipment, software, and university systems.
* Follow UCF IT Standard Operating Procedures, including Change Management, Request Management, Incident Management, and Problem Management functions within Service Now.
* Meet service level targets to ensure high quality service delivery.
* Contact vendors for troubleshooting assistance and obtaining needed components.
* Work directly with vendor escalation services, process vendor support tickets, and communicate effectively with UCF IT Infrastructure management and clients.
* Perform additional duties as assigned, including temporarily assuming a supervisory role when the supervisor is unavailable.
* Lead the technology lending operations team that provides technology and student assistance at the Downtown Campus.
* Be available 24/7 in case of an emergency.
* Serve as part of UCF IT’s "mission essential" workforce and work during emergency situations, which may include early, late, weekend, holiday hours, or during university closures (e.g., hurricanes).High School Diploma or Equivalent and 6+ years of relevant experience or a Bachelor's degree and 2+ years of relevant experience or an equivalent combination of education and experience pursuant to .
* Experience supporting Windows, macOS, and Linux operating systems in an enterprise environment.
* Demonstrated proficiency with Intune, Entra, MECM, Active Directory, DHCP, and vulnerability management platforms.
* Experience with Service Now or similar ITSM/ticketing systems.
* Strong troubleshooting skills using diagnostic, electronic, and network testing equipment.
* Experience creating technical documentation or knowledge base articles.
* Experience working in higher education or a large, complex organization.
* Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
* Excellent communication and customer service skills with the ability to explain technical issues to non‑technical users.
* Ability to work independently, manage priorities, and meet service level expectations in a fast‑paced environment.

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you’ll play an integral role at one of the most impactful universities in the country.

You’ll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 12 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you’ll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills, and you’ll have countless rewarding experiences that go well beyond a paycheck.

Education assistance And more…For more benefits information, view the. to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.
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