Walk Up Desk Technician (Part-Time)

ORGANIZATIONAL SUMMARY:

Located in the vibrant and diverse Tampa Bay region of Florida’s gulf coast, the University of South Florida (USF) is a Preeminent State Research University with campuses in Tampa, St. Petersburg and Sarasota-Manatee. Rated as one of the top places to live in the U.S., Tampa Bay offers a high quality of life, year-round sunshine, and easy access to top-rated entertainment. USF is one of the nation’s largest public universities, serving more than 50,000 students with an annual budget of $1.8 billon. Over the past five years, USF has been the fastest-rising university in the nation, public or private, on the U.S. News and World Report's list of best universities, which it ranks as the 44th best public university in America.

USF is proud to be an innovating partner within the Tampa Bay region, listed by Forbes as the top emerging tech city in the country. 

USF Information Technology (USF IT) provides technology services and support for the University of South Florida. The IT team, led by the Vice President and CIO, provides the following services: Administrative Services, Client Support, Communication Services, Teaching and Learning, Analytics and Reporting, Mobile and Web Services, Consulting Services, Cybersecurity Service and Research Technologies. For more information, please visit: USF Information Technology

ADDITIONAL INFO FOR APPLICANTS:

The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.

DUTIES - Please note that the following description of duties is not exhaustive:

• Provide Level I Service Desk support for hardware, software, and end-user inquiries. Interactions with our customers will be primarily in-person at one of our walk-up desk locations. However, providing customer support via phone, chat, and email may also be required
• Create and manage trouble tickets using IT Service Management ticketing system
• Maintain detailed records of all customer interactions, including: Clear descriptions of customer requests and technical issues; Specific actions taken to provide support; Final resolution of each case
• Support system software used by the USF community and affiliates residing on local user PC’s, smart phones, tablets, servers, and networked devices
• Perform basic hardware troubleshooting
• Assist clients with printing issues at our Walk-Up locations
• Provide client support for Online ID Card Request and Online Photo Submission processes
• Diagnose ID card functional issues and basic client identity issues, escalate as needed
• Print new and replacement cards on demand
• Monitor the incoming queue of online photo requests and approve/disapprove for printing
• Perform basic card printer operations

POSITION QUALIFICATIONS:

MINIMUM:

• This position requires a high school diploma, or equivalent, with one year of experience providing technical support to end users. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.

PREFERRED:

• Experience with Windows OS and Mac OS X
• One year of experience in a customer service role
• Technical documentation experience
• Two years of college experience

SPECIAL SKILLS:

• Understanding of computer systems and peripheral equipment
• Strong customer service skills with empathy and de-escalation techniques
• Troubleshooting skills for client technology issues
• Adaptability in a dynamic technical environment
• Critical thinking and problem-solving apt