IT Client Support Specialist I

Facilities and Business Operations:The Facilities and Business Operations at UCF is dedicated to fostering a conducive educational environment for our faculty, staff, students, and the broader community. We are committed to excellence, providing unparalleled expertise, and maintaining a world-class standard in service.Please visit us at: https://fs.ucf.edu or Facebook and Instagram: UCF FacilitiesThe Opportunity:The UCF IT department within Facilities and Business Operations is seeking to hire an IT Support Specialist I. The role is responsible for providing comprehensive technical support to university clients, ensuring reliable operation of endpoint devices and a high-quality user experience. This role delivers responsive customer service across multiple support channels while maintaining strict adherence to service management, security, and operational standards.Responsibilities:Client Support & Service DeliveryProvide technical support via phone, email, remote sessions, desk-side, and walk-up assistance.Resolve software and hardware incidents and fulfill service requests, including installations and configurations.Document, track, and manage incidents and requests using established ticketing tools and procedures.Ensure timely follow-up and resolution in alignment with service level targets.Endpoint & Hardware SupportInstall, maintain, upgrade, diagnose, and repair desktops, laptops, workstations, peripherals, and accessories.Perform installation and support of operating systems (Windows, macOS, Linux) and enterprise applications.Utilize diagnostic tools and testing equipment to troubleshoot system and network issues.Systems & ToolsLeverage enterprise tools such as Intune, Entra, MECM, Active Directory, Jamf, DHCP, and vulnerability management systems to support endpoint services.Participate in vulnerability remediation efforts, including ticket creation, routing, and resolution.Follow ITIL-based processes within ServiceNow, including Incident, Request, Change, and Problem Management.Client Education & DocumentationEducate users on hardware, software, and university systems to improve self-service and productivity.Develop and maintain knowledge base articles documenting solutions, procedures, and best practices.Collaboration & Vendor SupportWork with vendors for advanced troubleshooting, escalation, and procurement of components.Coordinate with IT Infrastructure teams and stakeholders to ensure effective communication and issue resolution.Performance & Continuous ImprovementMeet assigned Objectives & Key Results (OKRs) and service metrics annually.Contribute to service improvements and operational efficiency initiatives.Additional ResponsibilitiesMaintain strict confidentiality and security of client data.Serve in a temporary supervisory capacity when needed.Perform other duties as assigned.Minimum Qualifications: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).Preferred Qualifications:Familiarity with enterprise endpoint management tools (Intune, Entra, MECM, Active Directory, Jamf) supporting large-scale environments.Experience troubleshooting hardware, operating systems, and network connectivity, including use of diagnostic and testing tools.Familiarity with IT service management platforms (e.g., ServiceNow).Basic understanding of ITIL concepts and service management processes (e.g., incident and request management)Ability to engage in multi-channel client support (remote, desk-side, walk-up, phone, email) with high customer service standards.Familiarity with vulnerability management and remediation processes, including ticket coordination and resolution.Familiarity with Windows, macOS, and Linux operating systems in an enterprise environment.Strong documentation skills Ability to work with vendors for escalation, troubleshooting, and equipment procurement.Ability to meet service level targets, OKRs, and performance metrics in a high-volume support environment.Experience working in a complex organization.Special Instructions to the Applicants:Position requires a valid Class E driver’s license. This position may involve driving to various locations on and off campus to conduct University business.The anticipated salary range for this position is $42,367 - $43,639. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.All applicants 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.  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 12 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, in