IT Client Services Specialist I

Job Summary

The IT Client Services Specialist I resolves customer problems with applications and services. Troubleshoots problems through analysis, testing, and discussion with customers on the phone or in person. Coordinates with other team members to resolve problems. Assists with the installation and maintenance of computer systems, hardware, software, and peripherals. Ensures problem resolution and develops supporting documentation. Assists with 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 may 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.
• Participates in 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.

Required Qualifications:

• This position requires a high school diploma and two years of full-time experience directly related to the job functions.
• Experience working with recent Microsoft Windows/MacOS Platforms, recent versions of Microsoft Office.
• 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.
• Recent certifications such as CompTIA A+, Microsoft MCDST, Microsoft SCCM, or Apple ACMT.