IT Client Support Specialist III

The Health and Information Technology Department: 

The Health and Information Technology Department embraces a strong, customer-centric philosophy in delivering services.  Through collaboration, we provide a robust, secure infrastructure and leverage technical tools to enable mission attainment.

The Opportunity:

The IT Client Support Specialist III reports to the Health IT Client Service Manager.  This position is responsible for providing technical service excellence in diagnosing and resolving issues within an enterprise desktop environment for the College of Medicine and associated entities including the overarching Academic Health Sciences Campus.  The Client Support Specialist will provide technical expertise in the analysis, diagnosis, and repair of computing issues for healthcare, research, education, and administrative environments.  The role will also be responsible for the setup, configuration, and deployment of new technologies and equipment across all the missions and domains of the College of Medicine. The individual occupying the role is expected to maintain proficiency in and awareness of campus technologies adopted by all areas of the College of Medicine, foundational information security best practices, and higher education industry trends.

Responsibilities:

Support Service:

• Provide technical support and service activities throughout all areas of the College to include but not limited to the Medical Education Building, Burnett Biomedical Sciences Building, UCF Health Quadrangle, UCF Health Gateway, BioMolecular Research Annex, Biomedical Sciences Building, Health & Public Affairs II Building, Lake Nona Cancer Center, HealthArch, Valencia - Osceola, and Classroom Building I.

• Effectively perform regular daily tasks, incident response, request fulfillment, and project/recurring event support. 

• Own support incidents and requests; prioritize support activities based on criticality and risk; Escalate issues through proper channels as appropriate. 

• Configure, deploy new equipment installations and perform life-cycle management to include but not limited to operating system, application installation (Windows/MAC OS), hardware configuration, and end-user training.

• Work with Enterprise Systems for group policy development, access control, and end-user system services.

• Coordinate with vendors, engineers, and clients to install and support specialized devices in the environments, to include biomedical research equipment, medical device instrumentation, and related educational tools.

• Provide internet, intranet, application, and hardware system support for students, staff, faculty, and partners.

• Annually coordinate the configuration, installation, delivery and support of technologies issued to Medical Students in addition to participation in student feedback engagements, medical student orientation, and product testing.

• • Consult, evaluate, and recommend technical solutions for end-user and departmental needs, working in cooperation with Health IT Leadership and Business Services.

• Act as back-up coverage to Service Desk and other HealthIT support areas, as necessary.

Administrative:

• Utilizes university/college service ticketing systems for incident tracking, request fulfillment, and provide effective communications and documentation for clients.

• Create trouble call tickets as appropriate

• Follow-up on all open and closed tickets to ensure timely and effective resolution of issues.

• Create and maintain technical documentation on production systems.

• Develop user guides and procedure manuals for specialized computer applications or training purposes.

• Works with Health IT Leadership to review trends in the support environment, identify, document, and update relevant standard operating procedures, advising on opportunities to improve operational efficiency.

• Stay up to date with current trends and standards in technical tools and solutions applicable to Medical, Research, and Clinical demands.

• Where necessary help enhance or create opportunities to establish collaborative relationships with the faculty, students, researchers, college/university administrative offices, and the off-campus health sciences community.

Other duties, as assigned:

• Contributes to the overall success of the College by performing all other duties and responsibilities, as assigned.

• Job duties will apply to all areas of the CoM, UCF Health, and Burnett Biomedical Medical.  There will be limited interaction with Academic Health Sciences Campus (AHSC) components and teaching hospitals for the time being.  The level of interaction and collaboration will change to encompass the AHSC and teaching hospital as the efforts towards establishing and building out the campus.

• Timely completion of university and college trainings and updates.

Minimum Qualifications:

Bachelor’s degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219. Click here for more information

Preferred Qualifications:

• Prior experience working within an academic or healthcare environment.

• Flexibility to work hours as needed to address problems.

• Previous IT experience working independently; supporting technology, facility, and operational needs in an office or department setting.

The most successful candidates may possess the following qualities:

•  Organized and able to prioritize tasks in order of critical need.

• Ability to adapt to change within a growing organization.

Special Instructions to the Applicants:

In addition to your application, please submit a Cover Letter and Resume.

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 click here.

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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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.