Campus IT Support Specialist II: Endpoints & Services

Florida Gulf Coast University; Fort Myers (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

Florida Gulf Coast University in Fort Myers seeks an IT Client Services Specialist II to provide advanced technical support for university devices, apps, and services. You will diagnose and resolve hardware and software issues while ensuring high customer satisfaction.

Responsibilities include deploying endpoint devices, supporting classroom technology, asset management, documentation, and contributing to service improvement initiatives.

Qualifications

• This position requires a high school diploma and three (3) years of full-time experience directly related to the job functions.
• Experience supporting enterprise Microsoft Windows and/or Apple macOS environments.
• Experience providing technical support and delivering excellent customer service in a professional, service-oriented environment.
• Experience supporting Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, and Teams.
• Experience troubleshooting hardware, software, peripheral, and endpoint device issues.
• Experience utilizing ticketing or IT service management (ITSM) systems to document, track, and resolve incidents and service requests.
• Ability to communicate technical information effectively to users with varying levels of technical proficiency.
• Any appropriate combination of relevant education, experience, and/or certifications may be considered.

Responsibilities

• Troubleshoot and repairs computer systems, hardware, software, and computer peripherals as documented in departmental procedures under necessary supervision.
• Deploys, configures, and maintains FGCU-owned endpoint devices utilizing established endpoint management and security standards.
• Troubleshoots and resolves Help Desk incidents received through phone, email, walk-in, and ticketing system channels. Provides end-user guidance, documents solutions, and escalates complex issues to senior support staff when necessary while maintaining ownership and communication with customers throughout the resolution process.
• Assists with device set-ups independently or under supervision.
• Manages incidents and service requests through the IT service management platform, ensuring timely resolution, documentation, and customer communication.
• Supports classroom and laboratory technology readiness by validating hardware, software, and peripheral functionality and coordinating remediation efforts as needed.
• Maintains inventory accuracy for University-owned technology assets and records all service, repair, deployment, and maintenance activities to support operational reporting, compliance, and lifecycle management.
• Trains, mentors, and supports the professional development of Help Desk staff and student employees by providing guidance on technical troubleshooting, customer service best practices, departmental procedures, and support technologies. Creates and maintains technical documentation, support procedures, and knowledge base articles to improve service delivery and knowledge sharing.
• Ensures compliance with university technology standards, cybersecurity policies, and software licensing requirements.

Skills

Endpoint support

Customer service

Problem solving

Documentation

Communication

Training

Independent work

Education

High school diploma

Tools

ITSM systems

Microsoft 365

Windows

macOS

TeamDynamix

ServiceNow

Job description

Florida Gulf Coast University in Fort Myers seeks an IT Client Services Specialist II to provide advanced technical support for university devices, apps, and services. You will diagnose and resolve hardware and software issues while ensuring high customer satisfaction.

Responsibilities include deploying endpoint devices, supporting classroom technology, asset management, documentation, and contributing to service improvement initiatives.