Client Support Technician II

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.

• 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.

• High school diploma or equivalent, with two years of customer service or IT experience.
• Valid Florida driver’s license.
• Current U.S. work authorization; not eligible for visa sponsorship.
• Understanding of ITIL practices and enterprise IT operations.
• Proficiency with HRIS and JIRA.

• Growth mindset and continuous learning.
• Effective communication and active listening.
• Collaboration within teams.
• Client obsession and ownership.
• Outcome driven and results oriented.

• Medical insurance
• Dental insurance
• Vision insurance
• Paid vacation days
• Paid sick days
• 11 paid holidays
• 401K employer match
• Tuition assistance (personal, spouse, partner, or dependent)

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 affirmative action programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws.

This position may be subject to a Level 1 or Level 2 criminal background check.