IT Client Services Specialist II

Florida Gulf Coast University • Lexington, MA

4d

About The Position

The IT Client Support Specialist II provides advanced technical support for university-owned devices, applications, and technology services. The position diagnoses and resolves hardware, software, and endpoint-related issues while ensuring a high level of customer satisfaction. Responsibilities include deployment and maintenance of endpoint devices, support of classroom and laboratory technologies, asset management, documentation development, and participation in technology projects and service improvement initiatives. The role collaborates with technology teams and campus stakeholders to ensure reliable, secure, and efficient delivery of IT services across the FGCU community.

FGCU is building a culture of curiosity, commitment and collaboration. We value employees who successfully work with others and drive positive change through critical thinking and decisive action. If you thrive in an environment of innovation, accountability and mutual respect, you will find a good home here.

Requirements

• High school diploma and three (3) years of full-time experience directly related to the job functions.
• Experience supporting enterprise Microsoft Windows and/or Apple macOS environments.
• Experience providing technical support and delivering excellent customer service in a professional, service-oriented environment.
• Experience supporting Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, and Teams.
• Experience troubleshooting hardware, software, peripheral, and endpoint device issues.
• Experience utilizing ticketing or IT service management (ITSM) systems to document, track, and resolve incidents and service requests.
• Ability to communicate technical information effectively to users with varying levels of technical proficiency.
• Any appropriate combination of relevant education, experience, and/or certifications may be considered.

Nice To Haves

• Experience providing technical support in a higher education environment.
• Experience utilizing IT service management (ITSM) platforms such as TeamDynamix, ServiceNow, Zendesk, or similar ticketing and work order management systems.
• One year experience with endpoint management and device administration platforms, including Microsoft Configuration Manager (SCCM), Microsoft Intune, Jamf Pro, or equivalent solutions.
• Experience deploying, configuring, and supporting Windows and macOS devices in an enterprise environment.
• Recent certifications such as CompTIA A+, Microsoft MCDST, Microsoft SCCM, or Apple ACMT.

Responsibilities

• Troubleshoot and repairs computer systems, hardware, software, and computer peripherals as documented in departmental procedures under necessary supervision.
• Deploys, configures, and maintains FGCU-owned endpoint devices utilizing established endpoint management and security standards.
• Troubleshoots and resolves Help Desk incidents received through phone, email, walk-in, and ticketing system channels. Provides end-user guidance, documents solutions, and escalates complex issues to senior support staff when necessary while maintaining ownership and communication with customers throughout the resolution process.
• Assists with device set-ups independently or under supervision.
• Manages incidents and service requests through the IT service management platform, ensuring timely resolution, documentation, and customer communication.
• Supports classroom and laboratory technology readiness by validating hardware, software, and peripheral functionality and coordinating remediation efforts as needed.
• Maintains inventory accuracy for University-owned technology assets and records all service, repair, deployment, and maintenance activities to support operational reporting, compliance, and lifecycle management.
• Trains, mentors, and supports the professional development of Help Desk staff and student employees by providing guidance on technical troubleshooting, customer service best practices, departmental procedures, and support technologies. Creates and maintains technical documentation, support procedures, and knowledge base articles to improve service delivery and knowledge sharing.
• Ensures compliance with university technology standards, cybersecurity policies, and software licensing requirements.
• Performs other job-related duties as assigned.
• Participates in technology deployments, upgrades, and special projects.
• Assists with emergency operations and continuity of IT services during campus emergencies.
• Performs remote support and service delivery functions when operational conditions require.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED