Client Support Technician II (MDD)

PRIMARY PURPOSE:

The Client Support Technician II is based at USFs 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 addition to in-person support this role also provides support to the walkup service desk team as needed and delivers assistance to clients through additional channels such as email phone and universityapproved 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 Floridas gulf coast theUniversity 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-ratedentertainment. USF is one of the nations largest public universities serving more than 50000 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 Reports list of best universities which it ranks as the 44thbest public university in America.

USF is proud to be an innovating partner within the Tampa Bay region listed byForbesas 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 ()

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!!

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation Days
• Paid Sick Days
• 11 Paid Holidays
• Various Retirement Options including 401K employer match
• Tuition Assistance (available for yourself spouse partner or dependent)

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.

MINIMUM QUALIFICATIONS:

This position requires a high school diploma or equivalent with at least two years of customer service or IT experience. Appropriate college coursework vocational/technical training may substitute at an equivalent rate for the required experience. Valid drivers license.

Degree Equivalency Clause: Four years of direct experience for a bachelors degree.
Senate Bill 1310- The Florida Senate ( is conditional upon meeting all employment eligibility requirements in the U.S.
SB 1310: Substitution of Work Experience for Postsecondary Education Requirements
A public employer may include a postsecondary degree as a baseline requirement only as an alternative to the number of years of direct experience required not to exceed:
(a) Two years of direct experience for an associate degree;
(b) Four years of direct experience for a bachelors degree;
(c) Six years of direct experience for a masters degree;
(d) Seven years of direct experience for a professional degree; or
(e) Nine years of direct experience for a doctoral degree
Related work experience may not substitute for any required licensure certification or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment.
Minimum Qualifications that require a high school diploma are exempt from SB 1310.

TECHNICAL SKILLS:

• Endpoint & Peripheral Support - Proficiency in supporting desktops laptops mobile devices printers and scanners across a multi-location environment.
• Operating Systems - Hands-on troubleshooting knowledge across Apple macOS Windows Android and iOS.
• Networking Telecommunications & Security - Working knowledge of network infrastructure telecom systems and physical/digital security technologies with the ability to diagnose and troubleshoot issues in each area.
• Hardware Installation & Maintenance - Ability to install configure upgrade and repair hardware and to maintain inventory and consumable supplies.
• Software & Application Support - Functional knowledge of USF standard software alongside specialized departmental applications with the ability to troubleshoot issues across a diverse software environment.
• Remote Support Tools - Experience using university-approved remote support software to deliver off-site or desk-side assistance efficiently.
• Service Management Systems - Ability to accurately document incidents service requests and work performed within a formal IT service management (ITSM) platform.
• Technical Writing & Knowledge Management - Skill in creating and maintaining standard operating procedures knowledge base articles and end-user documentation.
• Training & Communication - Ability to deliver one-on-one training on hardware and software and to communicate technical concepts clearly to non-technical users across multiple channels in person by phone and via email.
  

SOFT SKILLS:

• Communication - The ability to convey technical information clearly and professionally across multiple channels in person by phone email and walk-up to a diverse audience that includes faculty staff students physicians and guests.
• Problem Solving - A methodical and analytical approach to diagnosing and resolving a wide range of technical issues across hardware software networking and AV systems often under time pressure.
• Adaptability - The ability to shift between support modalities locations and issue types throughout the workday including pivoting to event support or urgent incidents as they arise.
• Attention to Detail - Thoroughness in documenting incidents service requests and work performed accurately within the service management system as well as maintaining hardware inventory and procedural records.
• Customer Service Orientation -A professional and patient demeanor when assisting users of varying technical abilities ensuring a positive support experience across all interactions.
• Initiative and Self-Direction - The ability to manage multiple open incidents prioritize effectively and follow through on resolution and follow-up without close supervision.
• Collaboration and Stakeholder Engagement - Comfort working alongside colleagues leadership and departmental stakeholders in meetings and cross-functional support situations.
• Training and Knowledge Sharing - The ability to break down complex topics into accessible instruction during one-on-one training sessions with end users of varying skill levels.
• Professionalism and Discretion - Given the healthcare and academic environment the ability to maintain confidentiality uphold institutional standards and represent IT services with professionalism at all times.
  

INDUSTRY KNOWLDGE:

• Healthcare & Academic IT Environment - An understanding of how IT operations function within a combined academic and clinical setting where the needs of researchers educators physicians and administrative staff must all be supported simultaneously.
• HIPAA and Data Privacy Compliance - Familiarity with healthcare data privacy regulations particularly HIPAA given the clinical environment at the Morsani College of Medicine and Heart Institute. This includes understanding the handling of protected health information (PHI) and the IT security practices required to remain compliant.
• Higher Education IT Policies and Standards - Knowledge of how IT governance operates within a public university system including adherence to institutional policies use of university-approved tools and software and alignment with USF-specific technology standards.
• IT Service Management (ITSM) Frameworks - Familiarity with ITSM principles and practices such as those outlined in ITIL which govern how incidents service requests and changes are logged prioritized and resolved in an enterprise support environment.
• Cybersecurity Fundamentals - A working understanding of endpoint security access controls network security practices and the threat landscape relevant to healthcare and academic institutions which are frequent targets of cyberattacks.
• Audiovisual and Event Technology - Knowledge of AV systems commonly used in academic medical settings including lecture capture conferencing platforms and presentation infrastructure used during events and academic sessions.
• Medical and Academic Specialized Software - Awareness of the types of specialized applications common in medical colleges and health institutes such as clinical research tools electronic health record-adjacent systems and discipline-specific academic software.
  

IT 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 teams 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.