IT Client Support Specialist III

College of Medicine (COM) - Health Information Technology:

The Health IT Client Services unit oversees the deployment, support, and maintenance of all College of Medicine supported desktops, laptops, tablets, and specialty technologies. This group is comprised of a centralized Service Desk and distributed field technicians, providing tier I, II, and III end-user support across the educational, research and healthcare missions.

The Opportunity:

The IT Client Support Specialist III reports to the Health IT Client Service Manager and provides advanced technical support within an enterprise desktop environment for the College of Medicine and associated entities across the Academic Health Sciences Campus. This role is responsible for diagnosing, resolving, and repairing complex computing issues in healthcare, research, education, and administrative settings. The position also supports the setup, configuration, and deployment of new technologies and equipment across all College of Medicine missions. The position supports campusadopted technologies in alignment with institutional standards and information security practices.

Responsibilities:

Support Services:

• Provide technical support across all areas of the College of Medicine, including academic, research, clinical, and administrative locations.

• Perform daily operational support, including incident response, request fulfillment, and support for projects and recurring events.

• Own support incidents and service requests; prioritize work based on criticality and risk, and escalate issues through appropriate channels as needed.

• Configure, deploy, and support end-user equipment, including operating systems (Windows and macOS), applications, hardware, and peripherals; provide end-user training as required.

• Perform equipment lifecycle management, including new installations, replacements, and upgrades.

• Collaborate with Enterprise Systems on group policy development, access control, and end-user system services.

• Coordinate with vendors, engineers, and clients to install and support specialized technologies, including biomedical research equipment, medical devices, and instructional tools.

• Provide support for Internet, intranet, application, and hardware systems for students, faculty, staff, and partners.

• Coordinate the annual configuration, deployment, delivery, and support of technology issued to medical students; participate in student orientation, feedback sessions, and product testing.

• Consult with and recommend technical solutions for individual and departmental needs in collaboration with Health IT Leadership and Business Services.

• Serve as backup support for the Service Desk and other Health IT support areas, as needed.

Administrative:

• Utilize university and college ticketing systems to track incidents and requests, document resolutions, and communicate effectively with clients.

• Create, update, and manage service tickets to ensure timely and effective issue resolution.

• Monitor and follow up on open and closed tickets to confirm completion and customer satisfaction.

Documentation and Process Improvement:

• Create and maintain technical documentation for supported systems and environments.

• Develop user guides, procedures, and training materials for specialized applications and technologies.

• Collaborate with Health IT Leadership to review support trends, update standard operating procedures, and identify opportunities to improve operational efficiency.

• Maintain awareness of technical tools and standards relevant to medical, research, and clinical environments.

• Support collaborative relationships with faculty, students, researchers, administrative units, and external health sciences partners, as appropriate.

Other Duties:

• Perform other duties and responsibilities as assigned in support of College objectives.

• Support operations across the College of Medicine, UCF Health, and the Burnett School of Biomedical Sciences, with interaction expanding to Academic Health Sciences Campus and teaching hospital partners as the campus continues to develop.

Minimum Qualifications:

Bachelor's degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Preferred Qualifications:

• Prior experience working within an academic or healthcare environment.

• Previous IT experience working independently supporting technology, facility, and operational needs in an office or department setting.

• Experience using enterprise IT service management (ITSM) or ticketing systems to manage incidents, service requests, documentation, and escalations in a highvolume support environment.

• Demonstrated experience supporting enterprise desktop environments, including Windows and macOS systems.

The most successful candidates may possess the following qualities:

• Organized and able to prioritize tasks in order of critical need.

• Ability to adapt to change within a growing organization.

Special Instructions to the Applicants:

• The anticipated salary range for this position is $56,030 - $68,637. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

• All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H1B transfers or employment-based visa processing for individuals currently sponsored by another employer.

• Position requires a valid Class E driver's license. This position may involve driving to various locations on and off campus to conduct University business.

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

• And more...For more benefits information, view the UCF Employee Benefits Guide.

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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.