IT Client Support Specialist II

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: https://fs.ucf.edu/or Facebook and Instagram: UCF Facilities

The Opportunity:

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.

Responsibilities:

• 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 ServiceNow.

• 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).

Minimum Qualifications:

High School Diploma or Equivalent and 6+ years of relevant experience or a Bachelor's degree and 2+ years of relevant experience oran equivalent combination of education and experiencepursuant toFla. Stat. 112.219(6).

Preferred Qualifications:

• 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 ServiceNow 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.

The most successful candidates may possess the following qualities:

• 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 fastpaced 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.

If you are selected as the final candidate for an employment opportunity, both your position and salary will be significantly based upon the information that you have provided in your application for employment. We urge you to please take the time to complete the application in its entirety.

Department

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Veteran's Preference:

Preference will be given to eligible veterans and their eligible spouses in accordance with Chapter 295 of the Florida Statutes. Applicants claiming preference are responsible for providing required documentation by the closing date of the position. For more information on Veterans' Preference, please visit http://hr.ucf.edu/files/VeteransPreference.pdf

As a Florida public university, the University of Central Florida makes all application materials and selection procedures available to the public upon request.

UCF is proud to be a smoke-free campus and an E-Verify employer.

If an accommodation due to a disability is needed to apply for this position, please call 407-823-1336 or email onac@ucf.edu.

For general application or posting questions, please email talent@ucf.edu.