Client Support Technician II University of South Florida 4202 East Fowler Ave, Tampa, FL 33620

Dept Number/Name:

0-3510-000 /

Information Technology College Division:

Info Tech-Information Tech Salary Plan:

Staff Job Code/Title:

2051 /

Client Support Technician II Hiring Salary/Salary Range:

$47,070.04 - $49,000

Position Number:

00059195

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!! 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 POSITION SUMMARY

The Client Support Technician II is responsible for providing advanced technical support services to clients. This also includes support via remote, phone, email, and chat.

RESPONSIBILITIES

Provide advanced technical support to all employees, students, doctors and guests at all locations within the USF Health Morsani College of Medicine, Taneja College of Pharmacy, and Heart Institute (MDD) using a modality appropriate for the situation: in-person support; university approved remote support software, walk-up, email or by phone. Provide support for endpoints and peripherals; applications and operating systems; and printing and scanning devices. Responsible for incident resolution and follow-up, this includes entering detailed information regarding work performed for each incident or service request in the service management system. This position will also require providing technical support for events held at MDD.

Networking/Telecom/Security:

must be familiar with MDD technology infrastructure and assist in troubleshooting network, telecom, and security concerns as they arise. Must have general troubleshooting knowledge in these areas as well as knowledge specific to the functionality of MDD hardware and software.

Hardware:

Install/configure new hardware and perform regular upgrades to existing MDD systems used by faculty and staff at all MDD locations. Troubleshoot/repair issues with existing MDD hardware (including AV hardware issues) used by faculty and staff at all MDD locations. Assist in maintaining hardware inventory and printer supplies at all MDD locations.

Software:

Have a functional knowledge of USF Standard software and applications as well as specialized applications used by MDD faculty and staff; assist MDD staff in troubleshooting software issues they encounter (including AV software issues). Have proficient troubleshooting knowledge of multiple operating systems i.e., Apple, Windows, Linux, Android, and IOS and provides assistance in troubleshooting client issues that may arise. Capture, review, and/or update documentation for the internal knowledge base. Create and maintain standard operating procedures for customers and provide one-on-one training on the use of typical hardware and/or office software, or specialized applications used in the organizational unit. Attend all meetings as requested. This includes working with stakeholders. Performs other duties as assigned.

POSITION QUALIFICATIONS

MINIMUM:

This position requires a high school diploma or equivalent, with two years of customer service or IT experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience. Possession of a valid Florida driver's license is required.