Walk-Up Desk Technician (MDD) (Finance)
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 Information for Applicants:
The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.Minimum Qualifications:
- This position requires a high school diploma, or equivalent, with two years 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 Qualifications:
- 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 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
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Working at USF
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With more than 16,000 employees at USF, the University of South Florida is one of the largest employers in the Tampa Bay region. At USF you will find opportunities to excel in a rich academic environment that fosters the development and advancement of our employees. We believe in creating a talented, engaged and driven workforce through on-going development and career opportunities. We also offer a first class benefit package that includes medical, dental and life insurance plans, retirement plan options, tuition program and generous leave programs and more.
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To learn more about working at USF please visit: Work Here. Learn Here. Grow Here .Job Responsibilities:
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 location
*This position will need to perform the duties listed in-person at our walk-up desk.
