IT Client Services Specialist II (Multiple Vacancies)

Job Summary

The IT Client Services 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. The IT Client Services Specialist II position serves as a support for escalated issues for Specialist I technicians within IT Client Services.

FGCU is a member of the State University System of Florida and an Affirmative Action and Equal Employment Opportunity and Access Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability, sex, pregnancy, national origin, marital status, genetic predisposition, sexual orientation, gender identity/gender expression, veteran status, and any other protected class(es), as required by applicable state and federal law, as well as University regulations and policies.

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.

• Diagnoses complex problems from incoming Help Desk calls and emails using advanced troubleshooting techniques and returns calls using departmental procedures. Backs up Help Desk as needed and serves as an escalation point.

• Provides support via phone, email, chat, and at the counter.

• Sets up and troubleshoots devices brought in for repair.

• Creates and tracks tickets in the work order system.

• Resolves walk-in support requests by working face to face with customers. Follows project and testing plans to ensure successful upgrades and deployments.

• Coordinates with other technical groups to resolve complex problems by escalating tickets and alerting the supervisor.

• Reviews and recommends new processes, evaluates results, and promotes best practices.

• Resolves internal customer problems and ensures correct operation of FGCU owned devices.

• Follows all inventory handling procedures to achieve expected inventory outcomes.

• Participates in training new staff and students.

• Performs device installations for device refreshes, new hires, classroom podium upgrades, lab spaces, and classroom computers.

• Creates classroom readiness schedules in preparation for start of term with assistance of Level 3 and supervisor.

Other Duties:

• Performs other job-related duties as assigned.

• Participates in or leads 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.

• Guides contingent workers on projects as assigned by supervisor.

Additional Job Description

Required Qualifications:

• This position requires a high school diploma and three 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.

• 2 Years 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 of installing and configuring Windows and Mac OS operating systems in an enterprise environment.

• 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 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 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

Pay Grade: 16