IT Client Support Specialist I
About The Position
The UCF IT department within Facilities and Business Operations, is seeking a motivated IT Client Support Specialist I to help our campus community make the most of their technology. This role will provide multi-channel support—including phone, email, remote, and in-person assistance—to troubleshoot and resolve software, hardware, and configuration issues. The IT Client Support Specialist I will manage installations, leverage diagnostic tools, document support tickets, and maintain the privacy and security of client data. This is the perfect opportunity for someone who enjoys training and guiding users, helping them work more efficiently and confidently with their technology.
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).
Nice To Haves
- Excellent customer service and communication skills, with the ability to provide clear, patient support and effective user training.
- Hands-on experience with enterprise endpoint management tools such as Microsoft Intune, MECM, Entra ID, 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.
- Relevant technical certifications (e.g., CompTIA A+, Network+, Security+, Microsoft 365 Certified: Modern Desktop Administrator, Apple ACSP/ACTC, Jamf 200+).
- Working knowledge of networking fundamentals, including troubleshooting DHCP, DNS, VPN connectivity, and basic routing and switching concepts.
- Ability to diagnose and resolve hardware and software issues using standard technical or network diagnostic tools.
- 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 effectively.
- Experience coordinating with vendors, including escalating support cases, communicating with manufacturers, and managing warranty or repair processes.
- Ability to work effectively in mission-critical situations, including flexibility for occasional after-hours or on-call support.
Responsibilities
- Maintain, install, upgrade, and repair hardware and software across desktops, laptops, workstations, and peripherals, including Windows, macOS, and Linux systems.
- Diagnose technical issues and escalate complex problems when needed.
- Troubleshoot computer and network issues using diagnostic and networking tools, and support endpoint engineering through systems such as Intune, Entra, MECM, Active Directory, Jamf, DHCP, and vulnerability management platforms.
- Create and update knowledge base documentation, provide user training, and coordinate with vendors for troubleshooting, repairs, and parts replacement.
- Meet annual performance metrics and service-level targets, 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.
- Work with vendor escalation teams, process vendor support tickets, and communicate effectively with UCF IT Infrastructure leadership and clients.
Benefits
- Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program
- Paid time off, including annual and sick time off and paid holidays
- Retirement savings options
- Employee discounts, including tickets to many Orlando attractions
- Education assistance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
