IT Client Support Specialist I

University Operations is looking for a technically skilled and client-focused IT Client Support Specialist I to join a team dedicated to keeping UCF's technology environment running at its best. In this role, you'll serve as a trusted frontline resource for faculty, staff, and students - resolving hardware and software issues, supporting endpoint technologies, and delivering high-quality IT services through phone, email, remote, desk-side, and walk-up assistance. If you're passionate about making technology work for everyone, this is your opportunity to make a real impact at one of the nation's leading public research universities.

Responsibilities:

• Provide technical support for hardware, software, operating systems, and university technology services through multiple support channels.

• Install, configure, maintain, upgrade, diagnose, and repair desktops, laptops, workstations, peripherals, and related equipment.

• Deploy and support Windows, macOS, and Linux operating systems, software applications, and endpoint configurations.

• Troubleshoot hardware, software, and network connectivity issues using diagnostic and testing tools, escalating complex problems as needed.

• Utilize enterprise management tools such as Microsoft Endpoint Configuration Manager (MECM), Active Directory (AD), Jamf, and DHCP to support endpoint management and client computing services.

• Document, track, and manage incidents, requests, and resolutions in ServiceNow while following established ticketing and communication procedures.

• Support Change, Request, Incident, and Problem Management processes in accordance with UCF IT and departmental standard operating procedures.

• Create and maintain knowledge base articles, technical documentation, and support resources to improve service delivery and promote self-service solutions.

• Educate and assist clients in the effective use of hardware, software, and university systems.

• Coordinate with vendors and vendor escalation teams to troubleshoot issues and obtain replacement components when necessary.

• Serve as a lead resource at the student walk-up support location, providing guidance and assistance to student workers and clients.

• Monitor and achieve established service levels, objectives, key results (OKRs), and performance metrics.

• Communicate effectively with clients, university stakeholders, IT teams, and external vendors to ensure timely issue resolution.

• Provide functional direction and guidance to support staff, liaisons, and consultants to ensure consistent and timely delivery of IT support services.

• Perform other duties as assigned, including temporarily providing supervisory support during supervisor absences or operational needs.

Minimum Qualifications:

High School Diploma or Equivalent and 4+ years of relevant experience or a Bachelor's degree and 0+ years of relevant experience or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Preferred Qualifications:

• Experience providing technical support in a customer service-focused environment.

• Experience working in a multi-OS environment, including Windows, macOS, and/or Linux.

• Experience with one or more enterprise endpoint management tools, including MECM, Jamf, and/or Active Directory.

• Familiarity with IT service management practices and ServiceNow.

• Experience troubleshooting computer hardware, software, and network-related issues.

• Strong communication, problem-solving, and client service skills.

• Demonstrated ability to manage multiple competing priorities simultaneously while maintaining accuracy and attention to detail.

• Experience supporting students, faculty, or staff in a higher education environment.

Special Instructions to the Applicants:

Position requires a valid Class E driver's license. The position may involve driving to various locations on and off campus to conduct University business.

UCF IT is a critical service to the university, and there may be times when work extends beyond standard business hours, including evenings or weekends, to support projects or respond to impacts from emergencies on campus.

The anticipated hourly rate range for this position is $20.29 - $20.89. The final rate will be determined based on the candidate's qualifications, experience, and internal equity considerations.

All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H-1B transfers or employment-based visa processing for individuals currently sponsored by another employer.

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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

The University of Central Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law. The University maintains programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws.

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.

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

If an accommodation due to a disability is needed to apply for this position, please email onac@ucf.edu.