IT Client Services Specialist II

Florida Gulf Coast University • Fort Myers, FL

401d

About The Position

The IT Client Services Specialist II at Florida Gulf Coast University is responsible for resolving customer issues related to applications and services, diagnosing problems, and coordinating with team members and other technology departments. This role involves the installation and maintenance of computer systems, hardware, software, and peripherals, ensuring effective problem resolution and documentation. The specialist will also deploy computers across the organization and provide support to the FGCU community.

Requirements

• High school diploma and three years of full-time experience directly related to the functions.
• Experience supporting current 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 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.
• Sets up and troubleshoots devices brought in for repair.
• Creates and tracks tickets in the work order system.
• Resolves walk-in support requests by working face to face with customers.
• Follows project and testing plans to ensure 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.
• Resolves internal customer problems and ensures correct operation of FGCU owned devices.
• Follows all inventory handling procedures to achieve expected inventory outcomes.
• Participates in training new staff and students.
• Performs device installations for device refreshes, new hires, classroom podium upgrades, lab spaces, and classroom computers.
• Creates classroom readiness schedules for preparation and start of term.

What This Job Offers

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