IT Client Services Specialist I

Job Summary

The IT Client Support Specialist I resolves customer problems with applications and services. Troubleshoots problems through analysis, testing, and discussion with customers on the phone or in person. Coordinates with other team members to resolve problems. Assists with the installation and maintenance of computer systems, hardware, software, and peripherals. Ensures problem resolution and develops supporting documentation. Assists with the deployment of computers for use across the organization.

Florida Gulf Coast University is committed to establishing and maintaining an inclusive working and learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of the campus life reflect a diverse, multi-cultural, and international worldview.

At FGCU, we prohibit any form of racism, discrimination, intolerance, hate expressions, or disrespect. We are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, religious beliefs, abilities, ages, gender identities, sexual orientations, socio-economic status, cultural traditions, family statuses, and military backgrounds. FGCU strives to hire great people from a wide variety of backgrounds, not just because it is the right thing to do, but because it makes our university stronger. The University community recognizes the importance of a diverse and inclusive institution and holds these ideals as paramount for the current and future success of the institution.

We encourage individuals from diverse backgrounds to apply for this position as we believe that our university will grow and move forward through a commitment to equality for all.

Job Description

Typical duties may include but are not limited to:

• Installs, tests, troubleshoots, and repairs computer systems, hardware, software, and computer peripherals as documented in departmental procedures under necessary supervision.
• Troubleshoots incoming Help Desk calls via phone and ticketing system, and guides customers towards resolutions using basic techniques. Returns calls with instruction from Level 2, 3 or supervisor.
• Assists with device set-ups independently or under supervision.
• Creates tickets in the work order system.
• Greets onsite customers and assists with walk-in support requests.
• Identifies hardware and software for upgrade readiness in classroom and lab spaces. Participates in classroom readiness activities under the guidance of Level 2, 3 or supervisor.
• Resolves basic internal customer IT problems and ensures correct operation of FGCU owned devices.
• Assists with inventory and logs all service/repair activity.
• Trains new Help Desk staff and students as appropriate.

Other Duties:

• Performs other job-related duties as assigned.
• Participates in special projects and rollouts as assigned.
• Serves as essential personnel and provides assistance in the event of an emergency on campus.
• Performs Help Desk duties remotely if needed during an emergency.

Additional Job Description

Required Qualifications:

• High school diploma or equivalent.
• Two years of related full-time experience working with recent Microsoft Windows/MacOS Platforms, recent versions of Microsoft Office.
• Experience with configurations of the current version of Microsoft Office.
• Any appropriate combination of relevant education, experience, and/or certifications may be considered.

Preferred Qualifications:

• Bachelor’s degree from an accredited institution in an area of appropriate specialization.
• CompTIA A+, Microsoft MCDST, Microsoft SCCM, or Apple ACMT.
• Experience in supporting users in a higher education environment.
• Experience with work order tracking systems, such as Zendesk or ServiceNow.
• One year of experience with client-side management applications such as SCCM, Intune.

Knowledge, Skills & Abilities:

• Knowledge and experience in trouble-shooting hardware, software configurations, and basic networking configurations.
• Knowledge and experience using Windows, MacOS, Android, and IOS operating systems.
• Knowledge of common Audio/Visual equipment, peripherals, connections and controls.
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Strong interpersonal skills and ability to work effectively in a team environment.
• Strong organizational skills and an ability to prioritize and complete simultaneous projects within deadlines.
• Strong verbal and written communication skills and the ability to present information effectively.
• Ability to thrive in an organization that values the diversity of its student body and workforce and actively promotes an equitable environment.
• Ability to take the initiative to plan, organize, coordinate and perform work in various situations when numerous and diverse demands are involved.
• Ability to collaborate and work effectively within a diverse community and willing to contribute to a team effort.
• Ability to manage and coordinate assignments to meet deadlines.
• Ability to work independently to complete assignments.
• Ability to provide professional customer service.
• Ability to frequently lift up to 50 pounds.
• Ability to provide professional customer service.
• Ability to communicate technical guidance and instructions to non-technical users on the use of computers and other applications and systems.

Pay Grade: 15

FGCU is an EOE AA /F/Vet/Disability Employer.