IT Client Services Specialist III

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.
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:

• 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.
• Completes service and application upgrades.
• 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 Support Specialists.

Other Duties:

• Provides training, mentorship, and technical guidance to IT Support Specialists and student workers, as needed.
• Serves as essential personnel and provides assistance in the event of an emergency on campus.
• Performs other job-related duties as assigned.

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:

• Proven ability to think strategically and approach challenges with creativity
• Demonstrated track record of reliability, meeting goals, and holding oneself accountable
• Strong interpersonal skills and experience working effectively across teams
• Knowledge and experience in trouble-shooting hardware, software configurations, and basic networking configurations.
• 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.
• Knowledge of Apps Anywhere, VM, and SCCM.
• 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 take the initiative to plan, organize, coordinate and perform work in various situations when numerous and competing demands are involved.
• Ability to collaborate and work effectively within the 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.

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 17

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.