PRIMARY PURPOSE:
The Client Support Technician II is based at USF’s Morsani College of Medicine and Heart Institute and provides advanced, in-person technical support to clients within the building, as well as to USF faculty and staff at multiple nearby downtown Tampa locations, including Tampa General Hospital. In addition to in-person support, this role also provides support to the walk‑up service desk team as needed and delivers assistance to clients through additional channels such as email, phone, and university‑approved remote support tools.
- Hiring Range: $23.54 per hour
- Hours per Week: 40
- Shift Hours: 8AM - 5PM
- Work Schedule: Monday - Friday
- Work Location: USF Health Morsani College of Medicine, Heart Institute (560 Channelside Drive, Tampa, FL 33602), and nearby downtown Tampa locations, including Tampa General Hospital.
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: Information Technology | University of South Florida (usf.edu)
ADDITIONAL INFO FOR APPLICANTS: The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.
USF offers GREAT BENEFITS to full time employees!!
For more information about your total compensation package and other USF benefits, please visit: Work at USF
PRIMARY DUTIES:
- (40%) Client Technical Support — Primarily provide in-person advanced technical support to all employees, students, faculty, physicians, and guests at USF Health Morsani College of Medicine, Taneja College of Pharmacy, and Heart Institute (MDD) and at other nearby USF downtown locations. Additionally, other support modalities may be necessary and appropriate for a given situation: via university-approved remote support software, walk-up, email, or phone. This includes support for endpoints and peripherals, applications, operating systems, and printing and scanning devices. The technician is responsible for ticket resolution and follow-up, which includes entering thorough and accurate documentation for each incident or service request within the IT ticketing system. This position also requires providing technical support for events and exams held at MDD
- (20%) Hardware Installation and Maintenance — Install and configure new hardware and perform regular upgrades to existing systems used by faculty and staff across all downtown locations. Troubleshoot issues with existing hardware, including basic troubleshooting of Hub equipment. Assist in maintaining accurate hardware inventory and managing printer supplies at all locations
- (20%) Software Support — Maintain functional knowledge of USF standard software and applications, as well as specialized applications used by USF downtown faculty and staff. Assist personnel in troubleshooting software issues, including those related to audiovisual systems. Demonstrate proficient troubleshooting knowledge across multiple operating systems, including Apple macOS, Windows, Android, and iOS.
- (10%) Networking, Telecommunications, and Security — Maintain a working knowledge of MDD technology infrastructure and assist in the identification and resolution of network, telecommunications, and security concerns as they arise. This requires both general troubleshooting proficiency in these areas and a working understanding of the specific hardware and software configurations in use at MDD and other USF downtown locations.
- (5%) Documentation and Training — Work with the Service Management documentation team to capture, review, and maintain documentation within the internal knowledge base. Create and keep current standard operating procedures for end users. Provide one-on-one training on common hardware, office software, and specialized applications used within the organizational units.
- (5%) Meetings and Additional Responsibilities — Attend all requested meetings, including those involving key stakeholders. Performs other duties as assigned.
