IT Client Support Specialist I

UCF IT:

UCF IT is the central information technology organization at the University of Central Florida, providing technology services and support to faculty, staff, and students. Reporting to the Vice President for Information Technology and Chief Information Officer, UCF IT comprises several key departments, including Infrastructure & Operations, Telecommunications, Enterprise Application Development, Information Security, Instructional Resources, and Client Services. UCF IT collaborates with university stakeholders through governance frameworks and advisory committees to ensure alignment with UCF's strategic goals. With a focus on innovation, security, and excellent service delivery, UCF IT supports the university's mission of teaching, learning, research, and community engagement.

For more information about UCF IT, visit https://it.ucf.edu.

The Opportunity:

The IT Client Support Specialist I is responsible for providing IT support including software and hardware troubleshooting, configuration, and installation.

This position will support UCF Connect at Seminole State College and provide backup support for UCF Connect campuses Valencia East, Valencia West, Valencia Osceola, UCF Daytona Beach, Eastern Florida State College, Lake Sumter State College. Support is provided over multiple channels, including phone, email, chat, walk-up, and desk-side.

Responsibilities:

• Maintain, upgrade, install, diagnose and repair hardware including desktops, laptops, peripherals and accessories.

• Perform installation of software and operating systems. (Windows, macOS,Linux).

• Use electronic and networking testing equipment to diagnose computer equipment problems and troubleshoot network issues.

• Assist in creating knowledge base articles to document solutions, processes and procedures.

• Provide client education on how to use equipment, software, and university systems.

• Work with vendor escalation services, process vendor support tickets for UCF IT and communicate effectively with UCF IT Infrastructure management and clients.

• Meet assigned Objectives & Key Results (OKR) and service level target metrics on an annual basis to ensure a high level of service delivery.

• Follow Standard Operating Procedures within UCF IT and the Infrastructure department to perform: Change Management, Request Management, Incident Management, and Problem Management functions within ServiceNow.

• Perform some lifting and moving of computer equipment.

Minimum Qualifications:

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. Click here for more information

Preferred Qualifications:

• Windows 10 and 11 experience.

• Experience with macOS.

• Customer service experience.

• Deskside support experience.

• Familiarity with ServiceNow.

• Ability to work independently.

Special Instructions to the Applicants:

This position must be available 24/7 in case of an emergency and may be asked to work during emergency situations including early, late, weekend, holiday hours and/or university closures such as during a hurricane, since UCF IT is considered a "mission essential" component of UCF's operational capability.

Assigned schedule for UCF Connect campus support may change to address support needs. When changes do occur, our support remains Monday through Friday within the window of 7:00am and 6:00pm. Changes are discussed prior to the start of the next semester.

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.

Are you ready to unleash YOUR potential?

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you'll play an integral role at one of the most impactful universities in the country. You'll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 13 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you'll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills and you'll have countless rewarding experiences that go well beyond a paycheck.

Working at UCF has its perks!UCF offers:

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program

• Paid time off, including annual and sick time off and paid holidays

• Retirement savings options

• Employee discounts, including tickets to many Orlando attractions

• Education assistance

• Flexible work environment

• And more...For more benefits information, view the UCF Employee Benefits Guide.

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.

Unless explicitly stated on the job posting, it is UCF's expectation that an employee of UCF will reside in Florida as of the date the employment begins.

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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/Affirmative Action Employer including Disabled/Vets. Click on UCF's Equal Opportunity Statement to view the President's Statement.

The UCF affirmative action plans for qualified individuals with disabilities and protected Veterans are available for inspection in the Office of Institutional Equity, Monday through Friday, from 9:00 a.m. to 5:00 p.m., upon request.

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

The University of Central Florida is proud to be a smoke-free campus and an E-Verify employer.