Walk-Up Desk Technician; MDD

Position: Walk-Up Desk Technician (MDD)
Job Description

• Department: Information Technology
• Salary Plan: Temporary
• Hiring Salary: $17.25 per hour
• Work Location: This position will be at Morsani College of Medicine and Heart Institute in downtown Tampa.
• Selected candidate must be able to work 40 hours per week (full time); hours are 8am to 5pm Monday through Friday.

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: USF Information Technology

ADDITIONAL INFO FOR APPLICANTS: The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.

Responsibilities

DUTIES:

Please note that the following description of duties is not exhaustive:

• 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
• Assist with preparing  in preparation for student orientation

Qualifications

MINIMUM:

This position requires a high school diploma, or equivalent, with two years of experience providing technical support to end users. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.

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 bachelor's degree;
• (c) Six years of direct experience for a master's 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…