University of South Florida is hiring: Library Walk Up Technician in Tampa

Overview

Join to apply for the Library Walk Up Technician role at University of South Florida.

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. USF serves more than 50,000 students with an annual budget of $1.8 billion. USF has been recognized for its growth and as a top place to live, with strong presence in the Tampa Bay region.

USF Information Technology (USF IT) provides technology services and support for the University of South Florida, including Administrative Services, Client Support, Teaching and Learning, Analytics and Reporting, Cybersecurity, and more. 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.

Responsibilities

• Provide Level I Service Desk support for hardware, software, and end-user inquiries. Interactions with customers will be primarily in-person at walk-up desk locations; 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 descriptions of requests and issues, actions taken, and final resolutions.
• Support system software used by the USF community and affiliates on local PCs, smartphones, tablets, servers, and networked devices.
• Perform basic hardware troubleshooting.
• Assist clients with printing issues at Walk-Up locations.
• Provide client support for Online ID Card Request and Online Photo Submission processes.
• Diagnose ID card functional issues and basic identity issues; escalate as needed.
• Print new and replacement ID cards on demand.
• Monitor the incoming queue of online photo requests and approve/disapprove for printing.

Qualifications

MINIMUM

• 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 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.

About Us / Working at USF

With approximately 16,000 employees, USF is one of the largest employers in the Tampa Bay area. USF offers a comprehensive benefits package including medical, dental and life insurance, retirement options, tuition programs, generous leave, and employee discounts.

USF is a top-ranked research university serving about 50,000 students across multiple campuses. USF is recognized by U.S. News & World Report as a top 50 public university and a top value in Florida. The university generates significant economic impact and supports innovation through research and partnerships. Learn more at www.usf.edu.

Note: This position may be subject to a Level 1 or Level 2 criminal background check. Applicants have rights under Federal Employment Laws including FMLA and reasonable accommodation requests in the application process.