IT Client Support Specialist II

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* The Opportunity:

** The UCF IT division within University Operations is seeking an experienced IT Client Support Specialist II to provide technical support and technology lending services to students, faculty, and staff. This position delivers customer-focused IT support across multiple service channels, including walk-in, phone, email, virtual, and desk-side support. The successful candidate will troubleshoot hardware and software issues, manage technology lending operations, assist with training and mentoring staff, and support technology services that enhance the university community's teaching, learning, and research experience.

** Responsibilities:
*** Provide direct technical support for hardware, software, and technology-related issues through walk-in, phone, email, virtual, and desk-side support channels.
* Configure, install, troubleshoot, and maintain computers, peripherals, software applications, and university-supported technologies.
* Support and administer endpoint management tools, including Microsoft Intune, Microsoft Endpoint Configuration Manager (MECM), Active Directory, Jamf, and DHCP.
* Assist with the daily operations of technology lending services, ensuring equipment is properly distributed, maintained, and supported.
* Provide leadership and guidance to student employees and assist with onboarding, training, coaching, and operational support as directed.
* Create and maintain knowledge base articles, technical documentation, procedures, and user support resources.
* Educate users on university technologies, software applications, and equipment usage to promote technology adoption and self-service support.
* Serve as a backup for test scoring operations, including support for Scantron systems and Student Perception of Instruction (SPoI/SPI) survey processes.
* Utilize Service Now to support incident, request, change, and problem management processes while meeting established service level objectives.
* Participate in mission-essential and emergency support activities, including occasional after-hours, weekend, holiday, or campus closure support as needed.  
** Minimum Qualifications**:

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 pursuant to Fla. Stat. 112.219(6).  
** Preferred Qualifications**:
* Experience providing technical support for desktop hardware, software applications, and end-user technology services.
* Experience troubleshooting and resolving customer technology issues in a professional environment.
* Strong customer service, communication, and problem-solving skills.
* Ability to work effectively in a fast-paced, team-oriented support environment.
* Experience using Microsoft Windows operating systems and common productivity applications.
* Experience working in technology support, service desk, or client services environment.
* Experience supporting technology lending programs, inventory management, or equipment checkout services.
* Familiarity with Microsoft Intune, Active Directory.
* Experience with utilizing Service Now or similar IT service management platforms.
* Experience creating technical documentation, knowledge base articles, and user training materials.
* Experience training, mentoring, or leading employees or part-time staff.
** Special Instructions to the Applicants:
** The anticipated hourly range for this position is $23.33-$23.59. The final rate will be determined based on the candidate's qualifications, experience, and internal equity considerations.  If you are selected as the final candidate for an employment opportunity, both your position and salary will be significantly based upon the information that you…