IT Client Services Specialist II

Florida Gulf Coast University • Fort Myers, FL

418d

About The Position

The IT Client Services Specialist II is responsible for resolving customer issues related to applications and services at FGCU. This role involves diagnosing problems, coordinating with team members, and maintaining computer systems and peripherals for the FGCU community. The specialist ensures effective problem resolution, develops documentation, and oversees the deployment of computers across the organization.

Requirements

• High school diploma and three years of full-time experience related to job functions.
• Experience supporting Microsoft Windows Platform/Apple Mac OS enterprise environment.
• Customer service experience in a professional office environment.
• Experience with configurations of the current version of Microsoft Office.

Nice To Haves

• Bachelor's Degree from an accredited institution in an area of appropriate specialization.
• Experience in supporting users in a higher education environment.
• Experience with work order tracking systems, such as Zendesk or ServiceNow.
• 2 years of experience with client-side management applications such as SCCM, Intune.

Responsibilities

• Installs, tests, troubleshoots, and repairs computer systems, hardware, software, and peripherals.
• Diagnoses complex problems from incoming Help Desk calls and emails using advanced troubleshooting techniques.
• Backs up Help Desk as needed and resolves walk-in support requests face to face with customers.
• Creates and tracks tickets in the work order system and follows project and testing plans for successful upgrades and deployments.
• Coordinates with other technical groups to resolve complex problems by escalating tickets and alerting the supervisor.
• Reviews and recommends new processes, evaluates results, and promotes best practices.
• Participates in training new staff and students and performs device installations for various setups.
• Creates classroom readiness schedules for preparation and start of term with assistance from Level 3 and supervisor.
• Serves as essential personnel and provides assistance in emergencies on campus.

What This Job Offers

• Job Type: Full-time
• Industry: Educational Services
• Education Level: High school or GED