IT Client Support Specialist II

UCF IT:

UCF IT is the central information technology organization at the University of Central Florida, providing technology services and support to faculty, staff, and students. Reporting to the Vice President for Information Technology and Chief Information Officer, UCF IT comprises several key departments, including Infrastructure & Operations, Telecommunications, Enterprise Application Development, Information Security, Instructional Resources, and Client Services. UCF IT collaborates with university stakeholders through governance frameworks and advisory committees to ensure alignment with UCF’s strategic goals. With a focus on innovation, security, and excellent service delivery, UCF IT supports the university’s mission of teaching, learning, research, and community engagement.

For more information about UCF IT, visit https://it.ucf.edu.

The Opportunity: 

The IT Client Support Specialist II is responsible for 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 report to the UCF Main Campus in Orlando.

Responsibilities:

• Maintain, upgrade, install, diagnose and repair hardware including desktops, laptops, workstations, peripherals and accessories. Perform installation of software and operating systems (Windows, Mac OS, Linux). Escalate complex issues to senior technician(s) and supervisor as necessary.

• Utilize electronic and networking testing equipment to diagnose computer equipment problems and troubleshoot network issues. Utilize MECM, AD, Jamf and DHCP tools to provide assistance towards the engineering and design of the client experience on endpoint devices.

• Assist in creating knowledge base articles to document solutions, processes and procedures. Provide client education on how to use equipment, software, and university systems.

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

• Meet service level targets to ensure a high level of service delivery.

• Contact vendors for troubleshooting issues and obtaining components when necessary. Work directly with vendor escalation services, process vendor support tickets for UCF IT and communicate effectively with UCF IT Infrastructure management and clients.

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

Minimum Qualifications: 

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. Click here for more information

Preferred Qualifications:

• Windows 10 and 11 experience.

• Experience with macOS utilization, deployment, and support.

• Familiarity with Jamf.

• Customer Service experience.

• ServiceNow experience.

• Deskside Support experience.

• Experience with Microsoft Endpoint Configuration Manager (MECM).

Special Instructions to the Applicants:

This is an onsite position.

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.

The anticipated hourly range for this position is $23.33-$24.68. The final hourly amount will be determined based on the candidate's qualifications, experience, and internal equity considerations.

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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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

Equal Employment Opportunity Statement:

The University of Central Florida is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.  Click on UCF's Equal Opportunity Statement to view the President’s Statement.

The UCF affirmative action plans for qualified individuals with disabilities and protected Veterans are available for inspection in the Office of Institutional Equity, Monday through Friday, from 9:00 a.m. to 5:00 p.m., upon request.

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

The University of Central Florida is proud to be a smoke-free campus and an E-Verify employer.