IT Client Support Specialist I

University of Central Florida•Orlando, FL

7d•$20 - $21•Onsite

About The Position

University Operations at the University of Central Florida is hiring IT Client Support Specialist Is to provide front-line technical support to faculty, staff, and students. The role resolves hardware and software issues, supports endpoint technologies, and delivers assistance remotely and in the field across campus. It also contributes to IT service delivery through incident, request, change, and problem management, knowledge-base documentation, and service-level monitoring. The position serves as a lead resource at the student walk-up support location and may provide functional direction to support staff, liaisons, and consultants, as well as temporary supervisory support when needed. The role requires a valid Florida Class E driver’s license and may involve driving to locations on and off campus for university business. Work may extend beyond standard business hours, including evenings or weekends on-call, for projects or campus emergencies. The listed schedule is Monday through Friday, 8:00 AM–5:00 PM. The anticipated hourly rate is $20.29–$20.89; the final rate depends on qualifications, experience, and internal equity. The university does not offer visa sponsorship or accommodate H-1B transfers or employment-based visa processing for individuals sponsored by another employer. UCF expects employees to reside in Florida when employment begins unless the posting explicitly states otherwise.

Requirements

High school diploma or equivalent and at least 4 years of relevant experience, or a bachelor's degree and at least 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.
Authorization to work for any U.S. employer; visa sponsorship and H-1B transfers or employment-based visa processing for individuals currently sponsored by another employer are not available.
Availability for occasional after-hours, weekend, holiday, or campus-closure support, including on-call work.

Nice To Haves

Experience providing technical support in a customer service-focused environment, with strong communication, problem-solving, and client service skills.
Familiarity with Microsoft Intune, MECM, Entra ID, Active Directory, Jamf Pro, or vulnerability management platforms such as Tenable or Qualys.
Experience supporting Windows, macOS, and 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 DHCP, DNS, VPN connectivity, and basic routing and switching concepts.
Experience developing user-facing documentation or knowledge-base articles, or contributing to IT service improvements.
Ability to meet service expectations in a ticketing environment while managing multiple priorities and maintaining attention to detail.
Experience coordinating with vendors, 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 by phone, email, remotely, desk-side, and at walk-up locations.
Install, configure, maintain, upgrade, diagnose, and repair desktops, laptops, workstations, peripherals, and related equipment in 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.
Use enterprise management tools and platforms to support endpoint management and client computing services.
Document, track, and manage incidents, requests, and resolutions in ServiceNow according to ticketing and communication procedures.
Support Change, Request, Incident, and Problem Management processes in accordance with UCF IT and departmental procedures.
Create and maintain knowledge-base articles, technical documentation, and support resources.
Educate and assist clients in using hardware, software, and university systems effectively.
Coordinate with vendors and vendor escalation teams to troubleshoot issues, process support tickets, and obtain replacement components.
Communicate with clients, university stakeholders, UCF IT Infrastructure leadership, and external vendors to support timely issue resolution.
Monitor and achieve service levels, objectives, key results, and performance metrics, contributing to vulnerability remediation and service quality.
Remain available for emergency response and occasional after-hours, weekend, holiday, or campus-closure support as part of a mission-essential team.
Transport and relocate computer equipment and materials as needed.
Provide functional direction and guidance to support staff, liaisons, and consultants to ensure consistent, timely IT support.
Perform other assigned duties, including temporarily providing supervisory support during supervisor absences or operational needs.