Service Desk Technician, OPS (Part-Time)

The University of South Florida (USF) is a Preeminent State Research University with campuses in Tampa, St. Petersburg, and Sarasota-Manatee. Located in the vibrant Tampa Bay region, USF is one of the nation’s largest public universities, serving over 50,000 students with an annual budget of $1.8 billion. USF IT provides technology services and support across administrative, client, communication, teaching, analytics, mobile/web, consulting, cybersecurity, and research technologies.

About the role

This position provides Level I Service Desk support for hardware, software, and end-user inquiries via phone, chat, email, and in-person. The selected candidate must be able to work a minimum of 18 hours per week and have current work authorization in the United States (visa sponsorship is not available).

Responsibilities

• Provide Level I Service Desk support for hardware, software, and end-user inquiries via phone, chat, email, and in-person.
• Create and manage trouble tickets using an IT Service Management ticketing system.
• Maintain detailed records of all customer interactions, including clear descriptions of requests, technical issues, actions taken, and final resolutions.
• Support system software used by the USF community and affiliates.

Requirements

• High school diploma or equivalent, with one year of general office experience (college coursework or vocational/technical training may substitute at an equivalent rate).

Qualifications

• Preferred: Experience with Windows 7-11 and Mac OS X, one year of professional computing experience, technical documentation experience, or 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.
• IT Core Competencies:
  • Growth Mindset: Takes ownership of personal growth, embraces continuous learning, and views challenges and failures as opportunities.
  • Communication: Adapts communication style to audience and situation, listens actively, and asks clarifying questions.
  • Collaboration: Works with others toward common goals, fosters community, and leverages team strengths.
  • Client Obsession: Focuses on client needs when creating solutions or solving problems.
  • Ownership: Takes responsibility and accountability for individual and team outcomes.
  • Outcome Driven: Focuses on results and takes action to meet commitments.

Benefits

• Comprehensive benefits package including medical, dental, and life insurance plans.
• Retirement plan options.
• Employee and dependent tuition programs.
• Generous leave policies.
• Hundreds of employee perks and discounts.

Pay

$15.00 per hour.

Schedule

• Monday - Friday, with availability for weekends and nights.
• Minimum of 18 hours per week.