IT Client Support Specialist II

ucf; Orlando (FL); On-site; USD 48,000 - 68,000; Full time

Job summary

University of Central Florida is seeking an experienced IT Client Support Specialist II to deliver customer-focused technology support across multiple channels. You will troubleshoot hardware/software, manage technology lending, and mentor student staff to ensure high-quality service.

The role emphasizes onboarding, documentation, and user training while supporting essential university IT services and emergency responses as needed.

Qualifications

• High School Diploma or Equivalent with 6+ years of relevant experience or a Bachelor's degree with 2+ years.
• 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.

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, 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 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.

Skills

Customer service

Communication

Problem-solving

Team collaboration

Windows OS proficiency

Education

High School Diploma or Equivalent

Bachelor's degree

Tools

Intune

MECM

Active Directory

Jamf

DHCP

ServiceNow

Job description

University Operations:

The University Operations division 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.

Visit our website or follow us on Facebook and Instagram to learn more.

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.

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.

No matter what your role is, when you