IT Client Support Specialist I

UCF IT is an impressive multi-departmental organization that is committed to achieving the highest standards of the UCF Creed – Integrity, Scholarship, Community, Creativity, and Excellence. Being one of the largest university divisions (that includes multiple area campuses), UCF IT prides itself on being able to adapt and conform to the growing changes at one of the nation’s largest metropolitan universities.

At the University of Central Florida, we challenge each other and ourselves to do extraordinary things. As a model for higher education in the 21st century, we create a large-scale positive effect on our students, our region, and our world. For UCF faculty and staff, that means greater challenges to tackle, more meaningful opportunities to grow and rewarding experiences.

We’re seeking qualified individuals with the passion and talent to help UCF fulfill its mission of being an academic, partnership and research leader. Ready to join our team?

The Opportunity: 

The IT Client Support Specialist I is responsible for Overseeing our technology lending operations that provides technology and student assistance at the downtown campus. As well providing IT support including software and hardware troubleshooting, configuration, and installation. Support is provided over multiple channels, including phone, email, chat, walk-up, and desk-side. This position will be providing support at our UCF Downtown location.

Responsibilities:

• Maintain Lending Inventory and reporting unreturned devices.

• Maintain, upgrade, install, diagnose and repair hardware including desktops, laptops, peripherals and accessories.

• Perform installation of software and operating systems (Windows, macOS,Linux).

• Use electronic and networking testing equipment to diagnose computer equipment problems and troubleshoot network issues.

• Assist in creating knowledge base articles to document solutions, processes and procedures.

• Provide client education on how to use equipment, software, and university systems.

• Work with vendor escalation services, process vendor support tickets for UCF IT and communicate effectively with UCF IT Infrastructure management and clients.

• Meet assigned Objectives & Key Results (OKR) and service level target metrics on an annual basis to ensure high level of service delivery.

• Follow Standard Operating Procedures within UCF IT and the Infrastructure department to perform: Change Management, Request Management, Incident Management, and Problem Management functions within ServiceNow.

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. Click here for more information

Preferred Qualifications:

• Experience with Windows 10 and Windows 11.

• Experience with macOS.

• Customer service experience.

• Deskside support experience.

• Familiarity with ServiceNow.

• Familiarity with BeyondTrust or similar remote support tools.

Special Instructions to the Applicants:

Please note Monday – Thursday typically 8:00 AM - 5:00 PM with open availability on Fridays between 8:00 AM - 5:00 PM. and can include occasional shift changes as needed.

This position must be available 24/7 in case of an emergency and may be asked to work during emergency situations including early, late, weekend, holiday hours and/or university closures such as during a hurricane, since UCF IT is considered a "mission essential" component of UCF's operational capability.

Other duties may include a temporary supervisory role for the sub-unit within the department if the supervisor is unavailable (examples: sick or annual leave)

Position may be moved to a different support location, on or off campus, based on the needs of the campus community
 

Are you ready to unleash YOUR potential?  

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 13 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. 

Working at UCF has its perks! UCF offers: 

• 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   

• Flexible work environment 

• And more…For more benefits information, view the UCF Employee Benefits Guide.   

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF. 

Unless explicitly stated on the job posting, it is UCF’s expectation that an employee of UCF will reside in Florida as of the date the employment begins.

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