IT Client Support Specialist I

University Operations: 

University Operations 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. 

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The Opportunity:

University Operations is seeking IT Client Support Specialist Is to join their team. In this role, you'll serve as a front-line technical resource for UCF's faculty, staff, and students — resolving hardware and software issues, supporting endpoint technologies, and delivering a high-quality client experience both remotely and in the field across campus.

Beyond day-to-day troubleshooting, you'll contribute to a mature IT service delivery environment — supporting formal incident, request, and problem management processes, building knowledge base documentation, and serving as a lead resource at the student walk-up support location. If you're someone who enjoys getting hands-on, staying mobile, and making a real difference for the people you support, this is your opportunity to do meaningful work at one of the nation's most innovative public research universities.

Responsibilities:

• Provide technical support for hardware, software, operating systems, and university technology services through multiple support channels, including phone, email, remote, desk-side, and walk-up assistance. 
• Install, configure, maintain, upgrade, diagnose, and repair desktops, laptops, workstations, peripherals, and related equipment across Windows, macOS, and Linux environments.
• Deploy and support 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 MECM, Intune, Entra, Active Directory, Jamf, DHCP, and vulnerability management platforms 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, process vendor support tickets, and obtain replacement components when necessary.
• Communicate effectively with clients, university stakeholders, UCF IT Infrastructure leadership, and external vendors to ensure timely issue resolution.
• Monitor and achieve established service levels, objectives, key results (OKRs), and performance metrics, contributing to vulnerability remediation and overall service quality.
• Serve as part of a mission-essential team, remaining available for emergency response and occasional after-hours, weekend, holiday, or campus-closure support.
• Transport and relocate computer equipment and materials as needed.
• 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, with strong communication, problem-solving, and client service skills. 
• Familiarity with enterprise endpoint management tools such as Microsoft Intune, MECM, Entra ID, Active Directory, or Jamf Pro, as well as vulnerability management platforms (e.g., Tenable, Qualys).
• Experience supporting mixed operating system environments (Windows, macOS, Linux) in an enterprise or higher-education setting, including direct support to students, faculty, or staff.
• Familiarity with IT service management practices and tools such as ServiceNow.
• Experience diagnosing and resolving hardware and software issues using standard technical or network diagnostic tools.
• Working knowledge of networking fundamentals, including troubleshooting DHCP, DNS, VPN connectivity, and basic routing and switching concepts.
• Experience developing user-facing documentation, knowledge base articles, or contributing to IT service improvements.
• Demonstrated ability to meet service expectations in a ticketing environment while managing multiple priorities and maintaining attention to detail.
• Experience coordinating with vendors, including escalating support cases, communicating with manufacturers, and managing warranty or repair processes.

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 (on-call) 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.

UCF is seeking to fill multiple roles for IT Client Support Specialist I. Candidates for this job posting will be considered for additional vacancies in this department.

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 12 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   

• 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

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.