IT Client Support Specialist II

The IT Client Support Specialist II supports the desktop infrastructure and technology operations for UCF's Advancement & Partnerships division. This is a hands-on technical role focused on delivering exceptional service to staff, consultants, and student employees across the organization.

In this role, you will troubleshoot hardware and software issues, support device deployment and network connectivity, assist with application testing, and help develop documentation that empowers end users. You will also assist the Service Desk Manager in coordinating tasks for student IT employees and provide occasional after-hours and weekend support, including on-site technology support at UCF football tailgate events during the season.

This position is well-suited for both internal UCF candidates with institutional technology experience and external candidates with a background in IT support and customer service.

Responsibilities:

Technical Support & Troubleshooting

• Serve as a first-line resource for hardware and software issues across the Advancement division, supporting staff, consultants, student employees, and other UCF personnel. Log all incidents and service requests accurately in the Service Desk ticketing system.

Hardware, Inventory & Procurement Support

• Track and manage technology inventory, evaluate hardware and software needs, and obtain vendor quotes to support purchasing decisions.

Device Deployment & Network Support

• Assist with new device imaging and deployment, check IP reservations, and support network connectivity for wired devices. Help maintain network-connected equipment including printers, multifunction devices, and postage machines, coordinating with vendors when troubleshooting is needed.

Application Testing & Systems Support

• Assist with testing and quality assurance for the organization's fundraising CRM platform (Blackbaud) and Group Policy configurations to help ensure reliable, consistent system performance for end users.

Documentation

• Develop clear, user-friendly technical documentation including tutorials, how-to guides, and knowledge base articles that help staff resolve common issues independently.

Student Employee Support

• Assist the Service Desk Manager in delegating and managing tasks for IT student employees within the Advancement division.

After-Hours & Event Support

• Provide general after-hours and weekend support as needed. During the football season, provide on-site technology support at UCF home game tailgate events.

Do you have experience in Customer communication?, Do you have a High school diploma or GED?, 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(6)., * Experience in a service desk or help desk environment, with demonstrated ability to manage and resolve a high volume of support requests.

• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar platforms).
• Experience with device imaging, deployment, and lifecycle management.
• Working knowledge of network fundamentals including DHCP, IP reservations, and wired connectivity troubleshooting.
• Experience supporting and maintaining networked devices such as printers and multifunction equipment.
• Experience with Group Policy configuration and management in a Windows environment is a plus.
• Strong written communication skills with experience creating technical documentation for non-technical audiences.
• Ability to work a flexible schedule, including occasional evenings, weekends, and event-based assignments.
• A customer-first mindset with a calm, professional approach to problem-solving under pressure.
• Experience working in a higher education or nonprofit technology environment is a plus.

Special Instructions to the Applicants:

This position may require occasional evenings and weekends.

Advancement and Partnerships values the unique contributions that each team member brings to our division. The final determination of a successful candidate's starting salary will vary based on several factors, including education and relevant experience. The anticipated pay scale indicated for this position generally applies to candidates who meet the minimum requirements and several of the preferred qualifications outlined above. All offers are contingent on successful background and reference screens.

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.

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?

Pulled from the full job description

• Health insurance
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program, * 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
• 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.

Department Advancement and Partnerships

Work Schedule UCF business hours are Monday-Friday, 8:00 AM - 5:00 PM. Some nights and weekends may be required during Football season as needed

Join our dynamic and growing Advancement & Partnerships team as we work together to power partnerships and transform lives through philanthropy. Together, we can unleash the potential of people and ideas to positively change the world. Your efforts on our team will help us to build the University for the Future., 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.