IT Client Services Specialist II

The IT Client Support Specialist II resolves customer problems with applications and services. Diagnoses problems through analysis, testing, and discussion with customers. Coordinates with team members and other technology departments to resolve complex problems. Is responsible for the installation and maintenance of computer systems, hardware, software, and peripherals for FGCU community. Ensures problem resolution and develops supporting documentation. Responsible for the deployment of computers for use across the organization.

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

Additional Job Description

Required Qualifications:

• This position requires a high school diploma and two years of full-time experience directly related to the job functions.
• Experience supporting current Microsoft Windows Platform/Apple Mac OS enterprise environment.
• Customer service experience in a professional office environment.
• 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.
• Experience in supporting users in a higher education environment.
• Experience with work order tracking systems, such as Zendesk or ServiceNow.
• One year experience with client-side management applications such as SCCM, Intune.
• Enter Recent certifications such as CompTIA A+, Microsoft MCDST, Microsoft SCCM, or Apple ACMT.

Knowledge, Skills, and Abilities:

• Proven ability to think strategically and approach challenges with creativity.
• Demonstrated track record of reliability, meeting goals, and holding oneself accountable.
• Strong interpersonal skills and experience working effectively across teams.
• 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 take the initiative to plan, organize, coordinate and perform work in various situations when numerous and competing demands are involved.
• Ability to collaborate and work effectively within the community and willingness 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 communicate technical guidance and instructions to non-technical users on the use of computers and other applications and systems.

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.