IT Client Support Specialist III

University of Central Florida • Orlando, FL

22h • $56,030 - $68,637

About The Position

The Health IT Client Services unit oversees the deployment, support, and maintenance of all College of Medicine supported desktops, laptops, tablets, and specialty technologies. This group is comprised of a centralized Service Desk and distributed field technicians, providing tier I, II, and III end-user support across the educational, research and healthcare missions. The Opportunity: The IT Client Support Specialist III reports to the Health IT Client Service Manager and provides advanced technical support within an enterprise desktop environment for the College of Medicine and associated entities across the Academic Health Sciences Campus. This role is responsible for diagnosing, resolving, and repairing complex computing issues in healthcare, research, education, and administrative settings. The position also supports the setup, configuration, and deployment of new technologies and equipment across all College of Medicine missions. This position supports campus‑adopted technologies in alignment with institutional standards and information security practices.

Requirements

• Bachelor’s degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).
• Position requires a valid Class E driver’s license.
• All applicants must be authorized to work for any U.S. employer.
• Unless explicitly stated on the job posting, it is UCF’s expectation that an employee of UCF will reside in Florida as of the date the employment begins.

Nice To Haves

• Prior experience working within an academic or healthcare environment.
• Previous IT experience working independently supporting technology, facility, and operational needs in an office or department setting.
• Experience using enterprise IT service management (ITSM) or ticketing systems to manage incidents, service requests, documentation, and escalations in a high‑volume support environment.
• Demonstrated experience supporting enterprise desktop environments, including Windows and macOS systems.
• Organized and able to prioritize tasks in order of critical need.
• Ability to adapt to change within a growing organization.

Responsibilities

• Provide technical support across all areas of the College of Medicine, including academic, research, clinical, and administrative locations.
• Perform daily operational support, including incident response, request fulfillment, and support for projects and recurring events.
• Own support incidents and service requests; prioritize work based on criticality and risk, and escalate issues through appropriate channels as needed.
• Configure, deploy, and support end-user equipment, including operating systems (Windows and macOS), applications, hardware, and peripherals; provide end-user training as required.
• Perform equipment lifecycle management, including new installations, replacements, and upgrades.
• Collaborate with Enterprise Systems on group policy development, access control, and end-user system services.
• Coordinate with vendors, engineers, and clients to install and support specialized technologies, including biomedical research equipment, medical devices, and instructional tools.
• Provide support for Internet, intranet, application, and hardware systems for students, faculty, staff, and partners.
• Coordinate the annual configuration, deployment, delivery, and support of technology issued to medical students; participate in student orientation, feedback sessions, and product testing.
• Consult with and recommend technical solutions for individual and departmental needs in collaboration with Health IT Leadership and Business Services.
• Serve as backup support for the Service Desk and other Health IT support areas, as needed.
• Utilize university and college ticketing systems to track incidents and requests, document resolutions, and communicate effectively with clients.
• Create, update, and manage service tickets to ensure timely and effective issue resolution.
• Monitor and follow up on open and closed tickets to confirm completion and customer satisfaction.
• Create and maintain technical documentation for supported systems and environments.
• Develop user guides, procedures, and training materials for specialized applications and technologies.
• Collaborate with Health IT Leadership to review support trends, update standard operating procedures, and identify opportunities to improve operational efficiency.
• Maintain awareness of technical tools and standards relevant to medical, research, and clinical environments.
• Support collaborative relationships with faculty, students, researchers, administrative units, and external health sciences partners, as appropriate.
• Perform other duties and responsibilities as assigned in support of College objectives.
• Support operations across the College of Medicine, UCF Health, and the Burnett School of Biomedical Sciences, with interaction expanding to Academic Health Sciences Campus and teaching hospital partners as the campus continues to develop.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees