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.
