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 providing IT support including software and hardware troubleshooting, configuration, and installation.

This position will support Valencia campuses, including Valencia East, West and Osceola, Lake Sumter State College, College of Central Florida and the Soldiers to Scholars program on Kirkman Road in Orlando. The position also provides backup support for UCF Connect at Daytona Beach, Seminole State College, Eastern Florida State College.

Support is provided over multiple channels, including phone, email, chat, walk-up, and desk-side.

Responsibilities:

• 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 a 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.

• Perform some lifting and moving of computer equipment.

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.

• Familiarity with Jamf.

• Customer service experience.

• Deskside support experience.

• Familiarity with ServiceNow.

• Familiarity with BeyondTrust or similar remote support tools.

• Ability to work independently.

Special Instructions to the Applicants:

This position will be assigned to the Valencia West campus.

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.

Assigned schedule for UCF Connect campus support may change to address support needs. When changes do occur, our support remains Monday through Friday within the window of 7:00am and 6:00pm. Changes are discussed prior to the start of the next semester.

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.

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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