IT Client Support Specialist I

Facilities and Business Operations:

Facilities and Business Operations at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.

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The Opportunity:

The UCF IT Department within Facilities and Business Operations is seeking to hire an IT Client Support Specialist I. The IT Client Support Specialist I is responsible for providing IT support including software and hardware troubleshooting, configuration, and installation. 

This position will support UCF Connect campuses including Valencia East, Valencia West, Valencia Osceola, Lake Sumter State College, Seminole State, Eastern Florida State College, and the UCF Daytona campus. Support is provided over multiple channels, including phone, email, chat, walk-up, and desk-side.

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.

• Lifts and moves computer equipment and materials as needed.

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:

• Excellent customer service and communication skills, with the ability to provide clear, patient support and effective user training.

• Familiarity 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.

Special Instructions to the Applicants:

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