• Department: Information Technology / 0-3510-000
• College/Division: Information Technology
• Salary Plan: Temporary
• Hours per Week: 40
• Hiring Salary: $15.50 Per Hour
• Work Schedule: Sunday - Thursday

Schedule Type: This position is full-time Sunday through Thursday with some variation based on the semester (see below). Applicants must be able to work at night 40 hours/week. The following represents the typical yearly schedule; however, these hours are subject to change and are dependent on the Tampa Campus Library Schedule:

• USF Spring and Fall Semesters (usually from late August to early May):

  • Sunday: 3pm to 12am

  • Monday to Thursday: 5pm to 2am

• USF Summer Semesters (usually from early May to late August):

  • Sunday: 11am to 8pm

  • Monday to Thursday: 1pm to 10pm

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 Tier I Service Desk support for hardware, software, and end-user inquiries. Interactions with our customers will be primarily in-person at our walk-up desk location in the building. 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, and networked devices.

• Perform basic hardware troubleshooting.

• Assist clients with printing issues at our Walk-Up location.

• Work with customers to create and troubleshoot issues with ID Cards.

• Assist with preparing ID cards in preparation for student orientation

MINIMUM QUALIFICATIONS:

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

PREFERRED:

• Windows 7 through 10 and Mac OSX experience
• 1 year professional computing experience
• Prior technical documentation experience
• 2 years college experience

SPECIAL SKILLS:

• Understanding of computer systems and peripheral equipment.

• Strong customer service skills with empathy and de-escalation techniques

• Ability to analyze and troubleshoot client technology issues via multiple contact methods

• 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

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.