IT Client Support Specialist II

Overview

UCF IT:
Facilities and Business Operations:
The Facilities and Business Operations team at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.

Please visit us at: (Use the "Apply for this Job" box below). Facebook and Instagram: UCF Facilities

The UCF IT Department within Facilities and Business Operations is seeking to hire an IT Client Support Specialist II for the UCF Downtown Campus. This role is responsible for providing comprehensive client support through phone, remote, email, deskside, and walkup interactions; resolving software and hardware incidents; fulfilling service requests including software installations and hardware configuration or deployment; and properly utilizing diagnostic tools to troubleshoot issues.

The specialist will document and track all incidents and requests using established ticketing procedures, maintain strong followup practices, assist in training clients on the use of hardware and software, and ensure the privacy and security of all client data.

• 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 Fla. Stat. 112.219(6).

• 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 nontechnical users.
• Ability to work independently, manage priorities, and meet service level expectations in a fast-paced environment.

Special Instructions to the Applicants:
Position requires a valid Class E driver's license. This position may involve driving to various locations on and off campus to conduct University business.

Applicant must be authorized to work for any U.S. employer, as sponsorship is not available for this position now or in the future.

The anticipated hourly rate for this position is $24.03 to $26.92. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program
• Paid time off, including annual and sick time off and paid holidays
• Retirement savings options
• Employee discounts, including tickets to many Orlando attractions
• Education assistance
• And more... For more benefits…