IT Client Services Specialist III

4 weeks ago

Fort Myers, United States Florida Gulf Coast University Full time
Job Summary

The IT Client Services Specialist III plans, schedules, and coordinates activities designed to support technology applications and services through research and understanding of applicable business and technology requirements. Identifies potential modifications to applications to solve complex problems. Troubleshoots systems and makes corrections as needed. Responsible for the deployment of computers for use in the enterprise for students, staff and faculty.

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:
  • Diagnoses advanced problems using troubleshooting techniques and resolves escalated problems.
  • Manages projects and ensures that timelines are met and end product meets expectations.
  • Creates business process documentation; reviews and updates existing documentation.
  • Completes service and application upgrades working with the End User Computing team.
  • Reviews user requests, identifies objectives, and develops support strategies to meet operational goals.
  • Researches and evaluates projects to determine if they meet current or future user needs,
  • Develops requirements for vendor products to ensure compatibility with current hardware and software technology.
  • Creates project plans and testing plans to ensure successful upgrades and deployment.
  • Develops new techniques and procedures to enhance university technology practices.
  • Reviews and recommends new processes, evaluates results, and promotes best practices.
  • Tracks tickets in work order system.
  • Serves as an escalation point for lower-level IT Client Services Specialists.

Other Duties:
  • Performs other job-related duties as assigned.
  • Serves as essential personnel and provides assistance in the event of an emergency on campus.

Additional Job Description

Required Qualifications:
  • This position requires a high school diploma and four 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.
  • Extensive experience with desktop operating systems, including both PCs and Macintosh computers, in a networked environment.
  • Experience with basic networking and scripting concepts.
  • Recent certifications such as CompTIA A+, Microsoft MCDST, Microsoft SCCM, or Apple ACMT.

Knowledge, Skills, & Abilities:
  • Knowledge and experience in trouble-shooting hardware, software configurations, and basic networking configurations.
  • Advanced knowledge of application packaging and scripting.
  • Advanced knowledge of installing and configuring Windows and Mac OS operating systems in an enterprise environment.
  • Knowledge of desktop management applications/configuration management.
  • Skill in using logic and reasoning to identify the strengths and weaknesses of proposed 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 frequently lift up to 50 pounds.
  • Ability to work independently to complete assignments.
  • Ability to provide professional customer service.
  • Ability to communicate technical guidance and instructions to non-technical users on the use of computers and other applications and systems.

Pay Grade: 17

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