IT Client Support Specialist II

UCF IT:

UCF IT is the central information technology organization at the University of Central Florida, providing technology services and support to faculty, staff, and students. Reporting to the Vice President for Information Technology and Chief Information Officer, UCF IT comprises several key departments, including Infrastructure & Operations, Telecommunications, Enterprise Application Development, Information Security, Instructional Resources, and Client Services. UCF IT collaborates with university stakeholders through governance frameworks and advisory committees to ensure alignment with UCF's strategic goals. With a focus on innovation, security, and excellent service delivery, UCF IT supports the university's mission of teaching, learning, research, and community engagement.

For more information about UCF IT, visit https://it.ucf.edu.

The Opportunity:

The IT Client Support Specialist II position is responsible for providing IT support including software and hardware troubleshooting, configuration, and installation. Support is provided over multiple channels, including phone, email, chat and walk-up and desk side. Assist by overseeing student OPS and serving as a lead as directed by supervisor. May supervise and train OPS staff. This position will perform as a backup to test scoring operations and work closely with the program manager.

This is an auxiliary funded position. Employment is subject to availability of funding and may cease at the time funding for this employment is depleted.

Responsibilities:

• Responsible for providing client support, which may include phone, remote, email, or walk-up support involving installation, configuration and solving issues of applications, software and basic hardware troubleshooting.

• Grade exams via Prisma software that interfaces with the iNSight 150 scanner. Process Student Perception of Instruction surveys several times a semester in a timely manner and upload the results into the Faculty Excellence server for distribution.

• Assist in creating knowledge base articles to document solutions, processes and procedures. Provide client education on how to use equipment, software, and university systems. This includes staff policies for telecommuting, administrative tasks, creating and maintaining documentation, outage communication procedures, and managing customer interactions.

• Perform preventative maintenance on the scanner and schedule any service needed with the Scantron vendor. Upgrade scanner hardware with the vendor when it reaches end of life cycle. Upgrade or write programs in Python for the grading program, Student Perception of Instruction surveys.

• Assist by overseeing other UCF IT Student Support Desk representatives and serve as a lead as directed by Supervisor/Manager Provide assistance with training and coaching new employees. May supervise and train OPS staff.

• Ensure all assigned Objectives & Key Results (OKR) and various metrics are met on annual basis. This includes departmental and individual Service Level Agreements on tickets and assignments.

• Other duties as assigned, which may include temporary supervisory responsibilities, work directly with vendor escalation services and communicate effectively with UCF IT Infrastructure management and clients.

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:

• Some knowledge of the programming language Python.

• Experience with ServiceNow, Microsoft Teams and Canvas.

• Understanding of network infrastructure (VLAN, DHCP).

• Exceptional customer service skills, phone etiquette, and presentation abilities.

• Team leadership qualities.

Special Instructions to the Applicants:

This is an auxiliary funded position. Employment is subject to availability of funding and may cease at the time funding for this employment is depleted.

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.

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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.