Client Support Technician II

Job Description

PRIMARY PURPOSE:

The Client Support Technician II on the Oracle HR Help Desk team serves as a front line resource for resolving employee issues related to the Oracle Human Resources system. This role is pivotal in ensuring a smooth digital experience for clients by managing help desk incidents, maintaining service level agreements (SLAs), and improving client sentiment through responsive and effective support.

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

Responsibilities

PRIMARY

JOB DUTIES:

Oracle HR System Support

• Provide user support for Oracle HR modules including Core HR, Payroll, and Benefits.
• Troubleshoot common issues and assist users in navigating the system.

Ticket Management and Communication

• Manage and resolve tickets using JIRA and internal systems, applying labels, canned responses, and proper routing.
• Write clear, professional ticket notes and communicate technical issues in user-friendly language.

Customer Service and Issue Resolution

• Actively listen to user concerns, ask clarifying questions, and maintain professionalism under pressure.
• Triage tickets based on urgency, contribute to knowledge bases, and ensure SLA adherence.

Process and Escalation Awareness

• Understand and follow escalation paths and SLA timelines.
• Collaborate with Tier 2 or other teams when issues require advanced support.

Qualifications

MINIMUM QUALIFICATIONS:

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 drivers license is required.

Degree Equivalency Clause:
Four years of direct experience for a bachelor's degree.

• Senate Bill 1310
- The Florida Senate (https://(Use the "Apply for this Job" box below).) 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…