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.

LOCATION: 4202 E Fowler Ave, Tampa, FL 33620, US.

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

BENEFITS:

• 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)

• Provide user support for Oracle HR modules including Core HR, Payroll, and Benefits.
• Troubleshoot common issues and assist users in navigating the system.
• 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.
• 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.
• Understand and follow escalation paths and SLA timelines.
• Collaborate with Tier 2 or other teams when issues require advanced support.

MINIMUM QUALIFICATIONS: 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. Possession of a valid Florida driver’s license is required.

DEGREE EQUIVALENCY (SB 1310): Four years of direct experience counts for a bachelor’s degree; similar provisions apply for associate, master’s, professional, and doctoral degrees. Related work experience may not substitute for required licensure, certification, or registration.

TECHNICAL

SKILLS:

• HRIS
• JIRA

INDUSTRY KNOWLEDGE:

• ITIL practices
• Enterprise IT operations

SOFT SKILLS:

• Growth Mindset
• Communication
• Collaboration
• Client Obsession
• Ownership
• Outcome Driven

The University of South Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law. The University maintains programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws.