IT Client Support Specialist II

UCF IT :

UCF IT is an impressive multi-departmental organization that is committed to achieving the highest standards of the UCF Creed - Integrity, Scholarship, Community, Creativity, and Excellence.

Being one of the largest university divisions (that includes multiple area campuses), UCF IT prides itself on being able to adapt and conform to the growing changes at one of the nation's largest metropolitan universities.

At the University of Central Florida, we challenge each other and ourselves to do extraordinary things. As a model for higher education in the 21st century, we create a large-scale positive effect on our students, our region, and our world.

For UCF faculty and staff, that means greater challenges to tackle, more meaningful opportunities to grow and rewarding experiences.

We're seeking qualified individuals with the passion and talent to help UCF fulfill its mission of being an academic, partnership and research leader.

Ready to join our team?

The Opportunity :

The IT Client Support Specialist II is responsible for providing IT support including software and hardware troubleshooting, configuration, and installation.

Support is provided over multiple channels, including phone, email, chat, walk-up, and desk-side. This position will report to the UCF Main Campus in Orlando.

Responsibilities :

Maintain, upgrade, install, diagnose and repair hardware including desktops, laptops, peripherals and accessories.

Perform installation of software and operating systems (macOS, Windows, Linux).

Assist in building, maintaining and supporting the Jamf environment and supporting clients utilizing Apple hardware.

Use electronic and networking testing equipment to diagnose computer equipment problems and troubleshoot network issues.

Assist in creating knowledge base articles to document solutions, processes and procedures.

Provide client education on how to use equipment, software, and university systems.

Work with vendor escalation services, process vendor support tickets for UCF IT and communicate effectively with UCF IT Infrastructure management and clients.

Meet assigned Objectives & Key Results (OKR) and service level target metrics on an annual basis to ensure high level of service delivery.

Follow Standard Operating Procedures within UCF IT and the Infrastructure department to perform : Change Management, Request Management, Incident Management, and Problem Management functions within ServiceNow.

Minimum Qualifications :

High School Diploma or Equivalent and 6+ years of relevant experience or a Bachelor's degree and 2+ years of relevant experience, or an equivalent combination of education and experience pursuant to Fla.

Stat. 112.219. Click here for more information

Preferred Qualifications :

Experience with macOS utilization, deployment, and support.

Familiarity with Jamf.

Windows 10 and 11 experience.

Customer Service experience.

ServiceNow experience.

Deskside Support experience.

Experience with Microsoft Endpoint Configuration Manager (MECM).

Special Instructions to the Applicants :

This position must be available 24 / 7 in case of an emergency and may be asked to work during emergency situations including early, late, weekend, holiday hours and / or university closures such as during a hurricane, since UCF IT is considered a "mission essential" component of UCF's operational capability.

Are you ready to unleash YOUR potential?

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future.

No matter what your role is, when you join Knight Nation, you'll play an integral role at one of the most impactful universities in the country.

You'll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 13 colleges and multiple campuses, engaging in impactful work that makes a positive difference.

Your time at UCF will provide you with many meaningful opportunities to grow, you'll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills and you'll have countless rewarding experiences that go well beyond a paycheck.

Working at UCF has its perks!UCF offers :

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

Flexible work environment

And more...For more benefits information, view the UCF Employee Benefits Guide .

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.

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.

LI-ONSITE

Department

UCF IT

Work Schedule

Monday - Friday 8 : 00am-5 : 00pm

Type of Appointment

Regular

Expected Salary

$23.33 to Negotiable

Job Posting End Date

10-14-2024-12-00-AM

Veteran's Preference :

Preference will be given to eligible veterans and their eligible spouses in accordance with Chapter 295 of the Florida Statutes.

Applicants claiming preference are responsible for providing required documentation by the closing date of the position.

For more information on Veterans' Preference, please visit http : / / hr.ucf.edu / files / VeteransPreference.pdf

Equal Employment Opportunity Statement :

The University of Central Florida is an Equal Opportunity / Affirmative Action Employer including Disabled / Vets. Click on UCF's Equal Opportunity Statement to view the President's Statement.

The UCF affirmative action plans for qualified individuals with disabilities and protected Veterans are available for inspection in the Office of Institutional Equity, Monday through Friday, from 9 : 00 a.

m. to 5 : 00 p.m., upon request.

As a Florida public university, UCF makes all application materials and selection procedures available to the public upon request.

The University of Central Florida is proud to be a smoke-free campus and an E-Verify employer.