Service Desk Technician

Department: Information Technology 0-3510-000
Salary Plan: Temporary
Hiring Salary/Salary Range: $15.50/hour
Selected candidate must be able to work 40 hours per week (full time).
Schedule: Typically 8:00 a.m.–5:00 p.m.; hours may vary between 7:00 a.m.–6:00 p.m. based on operational needs. One Saturday shift per month may be required
 

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.

IT Core Competencies: 

Growth Mindset - Takes ownership of personal growth and embraces the concept that intelligence and talent can be developed through continuous learning. Willing to take on new challenges, and views failure as an opportunity to grow.

Communication - Comfortable using a broad range of communication styles, and chooses appropriate, effective ways to communicate. Adapts communication style depending on the audience and situation. Listens and asks questions to develop a better understanding.

Collaboration- Collaborates with others in the pursuit of common missions, visions, values and goals. Fosters a sense of community within and across teams, building on mutual respect, trust, and drawing on the strengths of others.

Client Obsession-Client focused when creating solutions or solving problems, believing that everything we do is to earn and keep our clients’ trust.

Ownership-Takes responsibility, accountability and proactively focuses on areas they can directly influence. Understands their role within the team and recognizes that they share the team’s successes and failures.

Outcome Driven-Focuses on desired results, business outcomes, and how to achieve them. Takes appropriate actions to ensure commitments are met and results achieved.

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 via phone, chat, email, and in-person
• 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.

*This position will need to perform the duties listed above remotely as needed.
 

POSITION QUALIFICATIONS:

MINIMUM:
This position requires a high school diploma, or equivalent, with one year of general office or customer service experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.

Degree Equivalency Clause: Four years of direct experience for a bachelor’s degree.
• Senate Bill 1310- The Florida Senate (https://www.flsenate.gov/Session/Bill/2023/1310) is conditional upon meeting all employment eligibility requirements in the U.S.
• SB 1310: Substitution of Work Experience for Postsecondary Education Requirements
• A public employer may include a postsecondary degree as a baseline requirement only as an alternative to the number of years of direct experience required, not to exceed:
• (a) Two years of direct experience for an associate degree;
• (b) Four years of direct experience for a bachelor’s degree;
• (c) Six years of direct experience for a master’s degree;
• (d) Seven years of direct experience for a professional degree; or
• (e) Nine years of direct experience for a doctoral degree
• Related work experience may not substitute for any required licensure, certification, or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment.
• Minimum Qualifications that require a high school diploma are exempt from SB 1310.

PREFERRED:
•    Experience with current Windows and Mac Operating Systems
•    One year of professional computing experience
•    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 aptitude
•    Excellent time management
•    Experience with Apple and Android mobile devices
•    Ability to work effectively in a diverse team with high workload
•    Strong communication skills across various stakeholder groups via multiple platforms