IT Client Support Specialist II

About the role

The IT Client Support Specialist II supports the desktop infrastructure and technology operations for UCF's Advancement & Partnerships division. This is a hands-on technical role focused on delivering exceptional service to staff, consultants, and student employees across the organization. In this role, you will troubleshoot hardware and software issues, support device deployment and network connectivity, assist with application testing, and help develop documentation that empowers end users. You will also assist the Service Desk Manager in coordinating tasks for student IT employees and provide occasional after-hours and weekend support, including on-site technology support at UCF football tailgate events during the season. This position is well-suited for both internal UCF candidates with institutional technology experience and external candidates with a background in IT support and customer service.

Responsibilities

• Technical Support & Troubleshooting
• Serve as a first-line resource for hardware and software issues across the Advancement division, supporting staff, consultants, student employees, and other UCF personnel. Log all incidents and service requests accurately in the Service Desk ticketing system.
• Hardware, Inventory & Procurement Support
• Track and manage technology inventory, evaluate hardware and software needs, and obtain vendor quotes to support purchasing decisions.
• Device Deployment & Network Support
• Assist with new device imaging and deployment, check IP reservations, and support network connectivity for wired devices. Help maintain network-connected equipment including printers, multifunction devices, and postage machines, coordinating with vendors when troubleshooting is needed.
• Application Testing & Systems Support
• Assist with testing and quality assurance for the organization's fundraising CRM platform (Blackbaud) and Group Policy configurations to help ensure reliable, consistent system performance for end users.
• Documentation
• Develop clear, user-friendly technical documentation including tutorials, how-to guides, and knowledge base articles that help staff resolve common issues independently.
• Student Employee Support
• Assist the Service Desk Manager in delegating and managing tasks for IT student employees within the Advancement division.
• After-Hours & Event Support
• Provide general after-hours and weekend support as needed. During the football season, provide on-site technology support at UCF home game tailgate events.

Requirements

• 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) .
• Experience in a service desk or help desk environment, with demonstrated ability to manage and resolve a high volume of support requests.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar platforms).
• Experience with device imaging, deployment, and lifecycle management.
• Working knowledge of network fundamentals including DHCP, IP reservations, and wired connectivity troubleshooting.
• Experience supporting and maintaining networked devices such as printers and multifunction equipment.
• Experience with Group Policy configuration and management in a Windows environment is a plus.
• Strong written communication skills with experience creating technical documentation for non-technical audiences.
• Ability to work a flexible schedule, including occasional evenings, weekends, and event-based assignments.
• A customer-first mindset with a calm, professional approach to problem-solving under pressure.
• Experience working in a higher education or nonprofit technology environment is a plus.
• Special Instructions to the Applicants:
• This position may require occasional evenings and weekends.
• Position requires a valid Class E driver's license. This position may involve driving to various locations on and off campus to conduct University business.
• All applicants must be authorized to work for any U.S. employer. Visa

Benefits

Additional Information

Advancement & Partnerships: Join our dynamic and growing Advancement & Partnerships team as we work together to power partnerships and transform lives through philanthropy. Together, we can unleash the potential of people and ideas to positively change the world. Your efforts on our team will help us to build the University for the Future.

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