IT Support Center Analyst II | IT - Technical Customer Support

UF Health; Saint Augustine (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

UF Health in Saint Augustine, FL is seeking an experienced IT technical support specialist to provide advanced end-user assistance, troubleshoot hardware, software, and system issues, and ensure reliable operations. You will manage incident tickets, escalate complex problems, and promote best practices for security and technology use.

The role mentors junior team members, supports IT infrastructure evaluations and improvements, and works onsite with minimal supervision to deliver timely,

Qualifications

• 3+ years of experience in IT technical support or help desk.
• Ability to diagnose and resolve hardware and software issues.
• Experience managing incident tickets and escalating when needed.
• Strong communication and collaboration with teams and end users.
• Ability to train and mentor junior staff.

Responsibilities

• Provides essential technical support by troubleshooting and resolving hardware and software issues.
• Diagnoses technical problems through user interaction and manages incident tickets.
• Escalates complex technical issues when necessary.
• Assists in evaluating IT infrastructure and recommends system improvements.
• Provides guidance on technology best practices and security protocols.
• Supports and trains junior team members to strengthen overall team capabilities.
• Operates with limited supervision while ensuring timely resolution of user support requests.

Skills

Hardware troubleshooting

Software troubleshooting

Incident management

Technical communication

Job description

Overview

Resolve issues. Empower users. Keep technology running.

Work Style

Onsite

Location

St Agustine, FL

FTE

Full-Time (1.0 FTE)

Schedule

Monday – Friday

Provides advanced technical support by troubleshooting and resolving hardware, software, and system issues to ensure reliable end-user operations. Diagnoses technical problems through direct user interaction, manages incident tickets, and escalates complex issues when appropriate. Evaluates IT infrastructure, recommends system improvements, and promotes best practices for technology use and security. Supports and mentors junior team members while delivering timely, effective solutions that enhance user productivity and maintain a stable, secure IT environment.

Responsibilities

Key Responsibilities

• Provides essential technical support by troubleshooting and resolving hardware and software issues.
• Diagnoses technical problems through user interaction and manages incident tickets.
• Escalates complex technical issues when necessary.
• Assists in evaluating IT infrastructure and recommends system improvements.
• Provides guidance on technology best practices and security protocols.
• Supports and trains junior team members to strengthen overall team capabilities.
• Operates with limited supervision while ensuring timely resolution of user support requests.

Qualifications

Minimum Qualifications

• 3+ years of experience in IT technical support, desktop support, or help desk roles.
• Proficiency in diagnosing and resolving hardware, software, and end-user technical issues.
• Experience managing incident tickets and escalating complex technical problems when appropriate.
• Strong communication and collaboration skills with IT teams, business partners, and end users.
• Ability to train, mentor, and support junior technical staff while promoting IT best practices.