IT Client Support Specialist I
Job posting number: #7120647
Posted: January 9, 2023
Application Deadline: Open Until Filled
Job DescriptionUnleash YOUR Potential With Us
As a next-generation public research institute, we are an inclusive community of thinkers, doers, creators, innovators, healers, and leaders striving to shape the future and solve the world’s most challenging problems. No matter what your role is, when you join Knight Nation, you’ll play an integral role in pushing us forward to become among the most impactful universities in the country. You’ll be met with opportunities to connect and collaborate with uniquely talented faculty, staff, and students across 13 colleges and multiple campuses and regional locations. That means greater challenges to tackle, more meaningful opportunities to grow, and rewarding experiences that go beyond a paycheck. We’re seeking qualified, motivated individuals who will help UCF fulfill its mission in unleashing the potential of every individual, enriching the human experience through inclusion, discovery, and innovation; and propelling broad-based prosperity for the many communities we serve.
UCF IT is an impressive multi-departmental organization that is committed to diversity, equity, and inclusion while 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. And 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 that go beyond a paycheck.
We are 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 IT Client Support Specialist I 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.
Maintain, upgrade, install, diagnose and repair hardware including desktops, laptops, workstations, peripherals and accessories.
Perform installation of software and operating systems (Windows, Mac OS, Linux).
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.
Escalate complex issues to senior technician(s) and supervisor.
Work directly with vendor escalation services, process vendor support tickets for UCF IT and communicate effectively with UCF IT Infrastructure management and clients.
Ensure all assigned Objectives & Key Results (OKR) and various metrics are met on annual basis. This includes service level targets on tickets and assignments.
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.
Work to meet service level targets to ensure a high level of service delivery.
High School Diploma or Equivalent and 4+ years of relevant experience or a Bachelor's degree and 0+ years of relevant experience.