IT Client Support Specialist II

University of Central Florida - College of Medicine; Orlando (FL); On-site; USD 49,000 - 50,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Retirement plan

Employee discounts

Education assistance

Job summary

The University of Central Florida - College of Medicine's IT division seeks an IT Client Support Specialist II to deliver multi-channel technical support to students, faculty, and staff on-site in Orlando.

Responsibilities include troubleshooting hardware/software, managing technology lending operations, mentoring student employees, maintaining knowledge base, and supporting incident management with ServiceNow; occasional after-hours support.

Qualifications

• High School Diploma or Equivalent with 6+ years of relevant experience or Bachelor's with 2+ years of relevant experience, or equivalent per Fla. Stat. 112.219(6).
• Experience providing technical support for desktop hardware and software in a professional environment.
• Strong customer service, communication, and problem-solving skills.

Responsibilities

• Provide direct technical support for hardware, software, and technology-related issues via walk-in, phone, email, virtual, and desk-side channels.
• Configure, install, troubleshoot, and maintain computers, peripherals, software, and university-supported technologies.
• Support and administer endpoint management tools: Intune, MECM, Active Directory, Jamf, DHCP.
• Assist with daily technology lending operations: distribution, maintenance, and support of equipment.
• Lead and mentor student employees, onboarding, training, and coaching as directed.
• Create and maintain knowledge base articles and user support resources.
• Educate users on university technologies and promote self-service support.
• Serve as backup for test scoring processes and SPoI/SPI survey support.
• Utilize ServiceNow for incident, request, change, and problem management per SLAs.
• Participate in mission-essential and emergency support activities, including after-hours or weekend work.

Skills

Customer service

Communication

Problem solving

Teamwork

End-user support

Education

High School Diploma or Equivalent

Bachelor's degree with 2+ years experience

Fla. Stat. 112.219(6) equivalent

Tools

Microsoft Intune

MECM

Active Directory

Jamf

DHCP

ServiceNow

Job description

**The Opportunity:**The UCF IT division within University Operations is seeking an experienced IT Client Support Specialist II to provide technical support and technology lending services to students, faculty, and staff. This position delivers customer-focused IT support across multiple service channels, including walk-in, phone, email, virtual, and desk-side support. The successful candidate will troubleshoot hardware and software issues, manage technology lending operations, assist with training and mentoring staff, and support technology services that enhance the university community's teaching, learning, and research experience. **Responsibilities:*** Provide direct technical support for hardware, software, and technology-related issues through walk-in, phone, email, virtual, and desk-side support channels.* Configure, install, troubleshoot, and maintain computers, peripherals, software applications, and university-supported technologies.* Support and administer endpoint management tools, including Microsoft Intune, Microsoft Endpoint Configuration Manager (MECM), Active Directory, Jamf, and DHCP.* Assist with the daily operations of technology lending services, ensuring equipment is properly distributed, maintained, and supported.* Provide leadership and guidance to student employees and assist with onboarding, training, coaching, and operational support as directed.* Create and maintain knowledge base articles, technical documentation, procedures, and user support resources.* Educate users on university technologies, software applications, and equipment usage to promote technology adoption and self-service support.* Serve as a backup for test scoring operations, including support for Scantron systems and Student Perception of Instruction (SPoI/SPI) survey processes.* Utilize ServiceNow to support incident, request, change, and problem management processes while meeting established service level objectives.* Participate in mission-essential and emergency support activities, including occasional after-hours, weekend, holiday, or campus closure support as needed. **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(6). **Preferred Qualifications**:* Experience providing technical support for desktop hardware, software applications, and end-user technology services.* Experience troubleshooting and resolving customer technology issues in a professional environment.* Strong customer service, communication, and problem-solving skills.* Ability to work effectively in a fast-paced, team-oriented support environment.* Experience using Microsoft Windows operating systems and common productivity applications.* Experience working in technology support, service desk, or client services environment.* Experience supporting technology lending programs, inventory management, or equipment checkout services.* Familiarity with Microsoft Intune, Active Directory.* Experience with utilizing ServiceNow or similar IT service management platforms.* Experience creating technical documentation, knowledge base articles, and user training materials.* Experience training, mentoring, or leading employees or part-time staff.**Special Instructions to the Applicants:**The anticipated hourly range for this position is $23.33-$23.59. The final rate will be determined based on the candidate's qualifications, experience, and internal equity considerations. If you are selected as the final candidate for an employment opportunity, both your position and salary will be significantly based upon the information that you have provided in your application for employment. We urge you to please take the time to complete the application in its entirety.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. This role requires the successful candidate to work on-site at UCF as their primary work location. On-site presence is an essential function of this role. **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.****Department**UCF IT**Work Schedule**Monday - Friday 8:00 AM - 5:00 PM**Type of Appointment**Regular**Expected Salary**$23.33 to Negotiable