Florida Gulf Coast University
Job Summary
The IT Client Support Specialist II provides advanced technical
support for university-owned devices, applications, and technology
services. The position diagnoses and resolves hardware, software,
and endpoint-related issues while ensuring a high level of customer
satisfaction. Responsibilities include deployment and maintenance
of endpoint devices, support of classroom and laboratory
technologies, asset management, documentation development, and
participation in technology projects and service improvement
initiatives. The role collaborates with technology teams and campus
stakeholders to ensure reliable, secure, and efficient delivery of
IT services across the FGCU community.
FGCU is building a culture of curiosity, commitment and
collaboration. We value employees who successfully work with others
and drive positive change through critical thinking and decisive
action. If you thrive in an environment of innovation,
accountability and mutual respect, you will find a good home
here.
Job Description
Typical duties may include but are not limited to:
- Troubleshoot and repairs computer systems, hardware, software,
and computer peripherals as documented in departmental procedures
under necessary supervision.
Deploys, configures, and maintains FGCU-owned endpoint devices
utilizing established endpoint management and security
standards.
Troubleshoots and resolves Help Desk incidents received through
phone, email, walk-in, and ticketing system channels. Provides
end-user guidance, documents solutions, and escalates complex
issues to senior support staff when necessary while maintaining
ownership and communication with customers throughout the
resolution process.
Assists with device set-ups independently or under
supervision.
Manages incidents and service requests through the IT service
management platform, ensuring timely resolution, documentation, and
customer communication.
Supports classroom and laboratory technology readiness by
validating hardware, software, and peripheral functionality and
coordinating remediation efforts as needed.
Maintains inventory accuracy for University-owned technology
assets and records all service, repair, deployment, and maintenance
activities to support operational reporting, compliance, and
lifecycle management.
Trains, mentors, and supports the professional development of
Help Desk staff and student employees by providing guidance on
technical troubleshooting, customer service best practices,
departmental procedures, and support technologies. Creates and
maintains technical documentation, support procedures, and
knowledge base articles to improve service delivery and knowledge
sharing.
Ensures compliance with university technology standards,
cybersecurity policies, and software licensing requirements.
Other Duties:
- Performs other job-related duties as assigned.
- Participates in technology deployments, upgrades, and special
projects.
- Assists with emergency operations and continuity of IT services
during campus emergencies.
- Performs remote support and service delivery functions when
operational conditions require.
Additional Job Description
Required Qualifications:
- This position requires a high school diploma and three (3)
years of full-time experience directly related to the job
functions.
- Experience supporting enterprise Microsoft Windows and/or Apple
macOS environments.
- Experience providing technical support and delivering excellent
customer service in a professional, service-oriented
environment.
- Experience supporting Microsoft 365 applications, including
Outlook, Word, Excel, PowerPoint, and Teams.
- Experience troubleshooting hardware, software, peripheral, and
endpoint device issues.
- Experience utilizing ticketing or IT service management (ITSM)
systems to document, track, and resolve incidents and service
requests.
- Ability to communicate technical information effectively to
users with varying levels of technical proficiency.
- Any appropriate combination of relevant education, experience,
and/or certifications may be considered.
Preferred Qualifications:
- Experience providing technical support in a higher education
environment.
- Experience utilizing IT service management (ITSM) platforms
such as TeamDynamix, ServiceNow, Zendesk, or similar ticketing and
work order management systems.
- One year experience with endpoint management and device
administration platforms, including Microsoft Configuration Manager
(SCCM), Microsoft Intune, Jamf Pro, or equivalent solutions.
- Experience deploying, configuring, and supporting Windows and
macOS devices in an enterprise environment.
- Enter Recent certifications such as CompTIA A+, Microsoft
MCDST, Microsoft SCCM, or Apple ACMT.
Knowledge, Skills & Abilities:
- Knowledge of enterprise endpoint support, including
installation, configuration, maintenance, and troubleshooting of
hardware, software, and peripheral devices.
- Knowledge of Microsoft Windows, Apple macOS, iOS, and Android
operating systems in an enterprise environment.
- Knowledge of Microsoft 365 applications and services, including
Outlook, Word, Excel, PowerPoint, Teams, and OneDrive.
- Knowledge of IT service management (ITSM) concepts, incident
management, request fulfillment, and ticketing systems.
- Knowledge of audio/visual equipment, classroom technology,
peripherals, connectivity methods, and related support
practices.
- Basic knowledge of network connectivity concepts, including
wired and wireless networking, VPNs, and remote access
technologies.
- Knowledge of technology asset management and endpoint lifecycle
management practices.
- Awareness of cybersecurity best practices, endpoint security
standards, and data protection principles.
- Skill in diagnosing and resolving hardware, software, operating
system, and peripheral device issues.
- Skill in using logic, critical thinking, and analytical
problem-solving techniques to identify root causes and implement
effective solutions.
- Strong organizational skills with the ability to prioritize
competing demands and manage multiple assignments
simultaneously.
- Strong verbal and written communication skills with the ability
to effectively explain technical concepts to non-technical
users.
- Strong customer service skills with a focus on responsiveness,
professionalism, and customer satisfaction.
- Skill in creating and maintaining technical documentation,
procedures, and knowledge base articles.
- Ability to work independently and exercise sound judgment when
resolving technical issues.
- Ability to collaborate effectively with colleagues, campus
stakeholders, and cross-functional technology teams.
- Ability to plan, organize, coordinate, and complete assignments
within established timelines.
- Ability to adapt to changing technologies, priorities, and
operational needs.
- Ability to provide technical guidance, instruction, and support
to users with varying levels of technical proficiency.
- Ability to assist in training and mentoring student employees
and new staff members.
- Ability to contribute to a team-oriented environment focused on
continuous improvement and service excellence.
- Ability to frequently lift, move, and install equipment
weighing up to 50 pounds.
Institutional Values & Behavioral Expectation
In this role, the successful candidate will be expected to:
- Seek out new approaches to improve outcomes; remain open for
feedback and new ideas.
- Lead with integrity; consistently produce high-quality work;
persevere to overcome obstacles to meet deadlines and achieve
deliverables.
- Share information and insights thoughtfully; build partnerships
across departments; communicate respectfully; support colleagues to
achieve common goals.
Pay Grade 16
FGCU is a State University System of Florida member and an Equal
Opportunity and Equal Access employer. All qualified applicants
will receive consideration for employment without regard to race,
color, religion, sex, age, national origin, disability, or
protected veteran status.
To apply, please visit: https://jobs.fgcu.edu/jobs/it-client-services-specialist-ii-fort-myers-florida-united-states-af32606e-08ea-4bfd-a2f7-1db08e1fa9eb
je-3af0cd6d2f124284a1fa67f151497e0d
