Job Description

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

Responsibilities

• 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

Qualifications

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