IT Client Support Specialist I

About the role

The UCF IT department within Facilities and Business Operations is seeking to hire an IT Support Specialist I. The role is responsible for providing comprehensive technical support to university clients, ensuring reliable operation of endpoint devices and a high-quality user experience. This role delivers responsive customer service across multiple support channels while maintaining strict adherence to service management, security, and operational standards.

Responsibilities

• Client Support & Service Delivery
• Provide technical support via phone, email, remote sessions, desk-side, and walk-up assistance.
• Resolve software and hardware incidents and fulfill service requests, including installations and configurations.
• Document, track, and manage incidents and requests using established ticketing tools and procedures.
• Ensure timely follow-up and resolution in alignment with service level targets.
• Endpoint & Hardware Support
• Install, maintain, upgrade, diagnose, and repair desktops, laptops, workstations, peripherals, and accessories.
• Perform installation and support of operating systems (Windows, macOS, Linux) and enterprise applications.
• Utilize diagnostic tools and testing equipment to troubleshoot system and network issues.
• Systems & Tools
• Leverage enterprise tools such as Intune, Entra, MECM, Active Directory, Jamf, DHCP, and vulnerability management systems to support endpoint services.
• Participate in vulnerability remediation efforts, including ticket creation, routing, and resolution.
• Follow ITIL-based processes within ServiceNow, including Incident, Request, Change, and Problem Management.
• Client Education & Documentation
• Educate users on hardware, software, and university systems to improve self-service and productivity.
• Develop and maintain knowledge base articles documenting solutions, procedures, and best practices.
• Collaboration & Vendor Support
• Work with vendors for advanced troubleshooting, escalation, and procurement of components.
• Coordinate with IT Infrastructure teams and stakeholders to ensure effective communication and issue resolution.
• Performance & Continuous Improvement
• Meet assigned Objectives & Key Results (OKRs) and service metrics annually.
• Contribute to service improvements and operational efficiency initiatives.
• Additional Responsibilities
• Maintain strict confidentiality and security of client data.
• Serve in a temporary supervisory capacity when needed.
• Perform other duties as assigned.

Requirements

• High School Diploma or Equivalent and 4+ years of relevant experience or a Bachelor's degree and 0+ years of relevant experience or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6) .
• Familiarity with enterprise endpoint management tools (Intune, Entra, MECM, Active Directory, Jamf) supporting large-scale environments.
• Experience troubleshooting hardware, operating systems, and network connectivity, including use of diagnostic and testing tools.
• Familiarity with IT service management platforms (e.g., ServiceNow).
• Basic understanding of ITIL concepts and service management processes (e.g., incident and request management)
• Ability to engage in multi-channel client support (remote, desk-side, walk-up, phone, email) with high customer service standards.
• Familiarity with vulnerability management and remediation processes, including ticket coordination and resolution.
• Familiarity with Windows, macOS, and Linux operating systems in an enterprise environment.
• Strong documentation skills
• Ability to work with vendors for escalation, troubleshooting, and equipment procurement.
• Ability to meet service level targets, OKRs, and performance metrics in a high-volume support environment.
• Experience working in a complex organization.
• Special Instructions to the Applicants:
• 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.
• The anticipated salary range for this position is $42,367 - $43,639. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.
• 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.
• Are you ready to unleash YOUR potential?
• As a next-generation public research university and Forbes-ranked

Benefits

Additional Information

Facilities and Business Operations: The Facilities and Business Operations at UCF is dedicated to fostering a conducive educational environment for our faculty, staff, students, and the broader community. We are committed to excellence, providing unparalleled expertise, and maintaining a world-class standard in service. Please visit us at: https://fs.ucf.edu or Facebook and Instagram: UCF Facilities

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