IT Client Support Specialist II

$48,526 - $48,526/Yr

University of Central Florida - Orlando, FL

Full-time - Entry Level

Orlando, FL

Educational Services

About the position

The IT Client Support Specialist II at the University of Central Florida is responsible for providing comprehensive IT support, including troubleshooting, configuration, and installation of software and hardware. This role involves assisting clients through various communication channels and ensuring high service delivery standards while adapting to the dynamic environment of a large university.

Responsibilities

• Maintain, upgrade, install, diagnose and repair hardware including desktops, laptops, peripherals and accessories.
• Perform installation of software and operating systems (macOS, Windows, Linux).
• Assist in building, maintaining and supporting the Jamf environment and supporting clients utilizing Apple hardware.
• 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 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.

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.
• Experience with software troubleshooting and customer service.
• Proficiency in software deployment and mid-level Windows.

Nice-to-haves

• Experience with macOS utilization, deployment, and support.
• Familiarity with Jamf.
• Windows 10 and 11 experience.
• Customer Service experience.
• ServiceNow experience.
• Deskside Support experience.
• Experience with Microsoft Endpoint Configuration Manager (MECM).

Benefits

• Paid holidays
• Health insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Employee assistance program
• Vision insurance
• Employee discount
• Life insurance