IT Client Support Specialist I

University of Central Florida•Orlando, FL

1d•$20 - $21•Hybrid

About The Position

University Operations at UCF is seeking IT Client Support Specialist Is to join their team. In this role, you'll serve as a front-line technical resource for UCF's faculty, staff, and students — resolving hardware and software issues, supporting endpoint technologies, and delivering a high-quality client experience both remotely and in the field across campus. Beyond day-to-day troubleshooting, you'll contribute to a mature IT service delivery environment — supporting formal incident, request, and problem management processes, building knowledge base documentation, and serving as a lead resource at the student walk-up support location. This is an opportunity to do meaningful work at one of the nation's most innovative public research universities.

Requirements

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).
Valid Class E driver’s license.
Must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H‑1B transfers or employment-based visa processing for individuals currently sponsored by another employer.
Must reside in Florida as of the date the employment begins.

Nice To Haves

Experience providing technical support in a customer service-focused environment, with strong communication, problem-solving, and client service skills.
Familiarity with enterprise endpoint management tools such as Microsoft Intune, MECM, Entra ID, Active Directory, or Jamf Pro, as well as vulnerability management platforms (e.g., Tenable, Qualys).
Experience supporting mixed operating system environments (Windows, macOS, Linux) in an enterprise or higher-education setting, including direct support to students, faculty, or staff.
Familiarity with IT service management practices and tools such as ServiceNow.
Experience diagnosing and resolving hardware and software issues using standard technical or network diagnostic tools.
Working knowledge of networking fundamentals, including troubleshooting DHCP, DNS, VPN connectivity, and basic routing and switching concepts.
Experience developing user-facing documentation, knowledge base articles, or contributing to IT service improvements.
Demonstrated ability to meet service expectations in a ticketing environment while managing multiple priorities and maintaining attention to detail.
Experience coordinating with vendors, including escalating support cases, communicating with manufacturers, and managing warranty or repair processes.

Responsibilities

Provide technical support for hardware, software, operating systems, and university technology services through multiple support channels, including phone, email, remote, desk-side, and walk-up assistance.
Install, configure, maintain, upgrade, diagnose, and repair desktops, laptops, workstations, peripherals, and related equipment across Windows, macOS, and Linux environments.
Deploy and support 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 MECM, Intune, Entra, Active Directory, Jamf, DHCP, and vulnerability management platforms to support endpoint management and client computing services.
Document, track, and manage incidents, requests, and resolutions in ServiceNow 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, process vendor support tickets, and obtain replacement components when necessary.
Communicate effectively with clients, university stakeholders, UCF IT Infrastructure leadership, and external vendors to ensure timely issue resolution.
Monitor and achieve established service levels, objectives, key results (OKRs), and performance metrics, contributing to vulnerability remediation and overall service quality.
Serve as part of a mission-essential team, remaining available for emergency response and occasional after-hours, weekend, holiday, or campus-closure support.
Transport and relocate computer equipment and materials as needed.
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.