IT Client Support Specialist

University Operations

University Operations at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.

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University Operations is looking for a technically skilled and client-focused IT Client Support Specialist I to join a team dedicated to keeping UCF's technology environment running at its best. In this role, you'll serve as a trusted frontline resource for faculty, staff, and students — resolving hardware and software issues, supporting endpoint technologies, and delivering high-quality IT services through phone, email, remote, desk-side, and walk-up assistance.

If you're passionate about making technology work for everyone, this is your opportunity to make a real impact at one of the nation's leading public research universities.

• Provide technical support for hardware, software, operating systems, and university technology services through multiple support channels.
• Install, configure, maintain, upgrade, diagnose, and repair desktops, laptops, workstations, peripherals, and related equipment.
• Deploy and support Windows, macOS, and Linux operating systems, software applications, and endpoint configurations.
• Troubleshoot hardware, software, and network connectivity issues using diagnostic and testing tools, escalating complex problems as needed.
• Utilize enterprise management tools such as Microsoft Endpoint Configuration Manager (MECM), Active Directory (AD), Jamf, and DHCP to support endpoint management and client computing services.
• Document, track, and manage incidents, requests, and resolutions in Service Now while following established ticketing and communication procedures.
• Support Change, Request, Incident, and Problem Management processes in accordance with UCF IT and departmental standard operating procedures.
• Create and maintain knowledge base articles, technical documentation, and support resources to improve service delivery and promote self-service solutions.
• Educate and assist clients in the effective use of hardware, software, and university systems.
• Coordinate with vendors and vendor escalation teams to troubleshoot issues and obtain replacement components when necessary.
• Serve as a lead resource at the student walk-up support location, providing guidance and assistance to student workers and clients.
• Monitor and achieve established service levels, objectives, key results (OKRs), and performance metrics.
• Communicate effectively with clients, university stakeholders, IT teams, and external vendors to ensure timely issue resolution.
• Provide functional direction and guidance to support staff, liaisons, and consultants to ensure consistent and timely delivery of IT support services.
• Perform other duties as assigned, including temporarily providing supervisory support during supervisor absences or operational needs.

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).

• Experience providing technical support in a customer service-focused environment.
• Experience working in a multi-OS environment, including Windows, macOS, and/or Linux.
• Experience with one or more enterprise endpoint management tools, including MECM, Jamf, and/or Active Directory.
• Familiarity with IT service management practices and Service Now.
• Experience troubleshooting computer hardware,…