IT Client Support Specialist I

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.eduor Facebook and Instagram: UCF Facilities

The Opportunity:

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.

Minimum Qualifications:

High School Diploma or Equivalent and 4+ years of relevant experience or a Bachelor's degree and 0+ years of relevant experience oran equivalent combination of education and experiencepursuant toFla. Stat. 112.219(6).

Preferred Qualifications:

• 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.

Department

Work Schedule

Type of Appointment

Expected Salary

Job Posting End Date

Veteran's Preference:

Preference will be given to eligible veterans and their eligible spouses in accordance with Chapter 295 of the Florida Statutes. Applicants claiming preference are responsible for providing required documentation by the closing date of the position. For more information on Veterans' Preference, please visit http://hr.ucf.edu/files/VeteransPreference.pdf

Equal Employment Opportunity Statement:

The University of Central Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law. The University maintains programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws.

As a Florida public university, the University of Central Florida makes all application materials and selection procedures available to the public upon request.

UCF is proud to be a smoke-free campus and an E-Verify employer.

If an accommodation due to a disability is needed to apply for this position, please call 407-823-1336 or email onac@ucf.edu.

For general application or posting questions, please email talent@ucf.edu.