SHS Client Support Technician II

PRIMARY PURPOSE:

The Client Support Technician II assigned to Student Health Services (SHS) provides advanced, customer-focused technical support to SHS administrators, faculty, staff, and medical personnel, including doctors and nurses, across SHS campus locations. The position is expected to provide support in person as the primary service method. When another modality is more appropriate to the situation, the technician may provide assistance through university-approved remote support tools, walk-up service, phone, email, or chat. The technician supports endpoints, peripherals, software, operating systems, printing and scanning devices, network connectivity, telecommunications, and security-related technology used in the SHS environment. The position documents and follows through on incidents and service requests, maintains technical documentation and standard operating procedures, and develops working knowledge of SHS-specific technology needs.

ORGANIZATIONAL SUMMARY:

The University of South Florida is a top-ranked research university serving approximately 50,000 students from across the globe at campuses in Tampa, St. Petersburg and USF Health. In 2025, U.S. News & World Report recognized USF with its highest overall ranking in university history, as a top 50 public university for the seventh consecutive year and as one of the top 15 best values among all public universities in the nation. U.S. News also ranks the USF Health Morsani College of Medicine in the highest tier, placing it as one of the top 16 medical schools in the nation and inside the top 10 among public universities. USF is a member of the Association of American Universities (AAU), a group that includes only the top 3% of universities in the U.S. With an all-time high of $750 million in research funding in 2025 and as a top 20 public university for producing U.S. patents, USF uses innovation to transform lives and shape a better future. The university generates an annual economic impact of nearly $10 billion for the state of Florida. USF’s Division I athletics teams compete in the American Conference. Learn more at www.usf.edu.

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.

PRIMARY JOB DUTIES:

• 40% - Client Support and Service Management: Provide advanced technical support to SHS administrators, faculty, staff, and medical personnel at SHS campus locations. Support is expected to be provided in person as the primary service method. When another modality is more appropriate to the situation, provide support through walk-up service, phone, email, chat, or university-approved remote support tools. Diagnose, resolve, escalate, and follow up on incidents and service requests. Maintain clear, detailed records of troubleshooting, actions taken, and outcomes in Jira Service Desk. Communicate technical information clearly, provide status updates, and coordinate with SHS stakeholders and other USF IT teams when an issue requires additional expertise or action.
• 20% - Endpoint Hardware and Peripherals: Install, configure, upgrade, troubleshoot, and support SHS endpoints and peripherals. Support printing and scanning devices, assist with maintaining printer supplies, and help maintain accurate hardware inventory records for SHS campus locations.
• 20% - Software and Operating Systems: Maintain functional knowledge of USF-standard software and applications and develop working knowledge of specialized applications used by SHS. Provide proficient support for Windows, macOS, Android, and iOS, including installation, configuration, troubleshooting, and routine client support. Provide one-on-one guidance and training on commonly used hardware, office software, and specialized applications within the organizational unit.
• 10% - Networking, Telecommunications, and Security: Apply general troubleshooting knowledge to network connectivity, telecommunications, and security-related concerns and assist with issue resolution or escalation as appropriate. Develop and maintain knowledge of SHS technology infrastructure, hardware, software, and operational requirements to provide effective first-line support.
• 5% - Documentation and Training: Create, review, update, and maintain technical documentation and standard operating procedures for SHS support activities. Provide appropriate one-on-one guidance and knowledge sharing for supported technology and processes.
• 5% - Meetings and Additional Responsibilities: Attend SHS and stakeholder meetings as required and contribute technical updates, issue follow-up, and support planning. Perform other duties as assigned.
  

MINIMUM QUALIFICATIONS:

• This position requires a high school diploma or equivalent and 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 driver's license is required.
• Employees in this position are required to comply with institutional cybersecurity protocols, including the use of multi-factor authentication.
• This requires access to a compatible device capable of receiving, processing, and supporting university-approved authentication applications
• Degree Equivalency Clause: Four years of direct experience for a bachelor’s degree.
  • Senate Bill 1310- The Florida Senate (https://www.flsenate.gov/Session/Bill/2023/1310) 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 the position of employment.
  • Minimum Qualifications that require a high school diploma are exempt from SB 1310.
  

TECHNICAL SKILLS:

• Endpoint and Peripheral Support: Advanced troubleshooting of computers, endpoints, mobile devices, peripherals, printers, scanners, and related workplace technology.
• Operating Systems: Proficient support knowledge of Windows, macOS, Android, and iOS, including installation, configuration, and troubleshooting.
• Software and Application Support: Functional knowledge of USF-standard software and the ability to learn and support SHS-specific applications.
• Networking, Telecommunications, and Security: General troubleshooting knowledge of connectivity, telecommunications, and security-related concerns, with appropriate escalation when needed.
• Service Management: Ability to document incidents, service requests, troubleshooting steps, work performed, follow-up, and escalation accurately in Jira Service Desk.
• Hardware Inventory and Supplies: Ability to maintain accurate device inventory information and support printing, scanning, and printer-supply needs.
• Documentation and Training: Ability to create and maintain standard operating procedures and provide clear one-on-one technical instruction.

INDUSTRY KNOWLEDGE:

• Health Care Support Environment: Understanding of the need for professional, responsive, and discreet technology support in an environment serving health care operations.
• Higher Education IT Standards: Knowledge of university-approved tools, USF-standard software, institutional technology practices, and support boundaries.
• IT Service Management: Familiarity with practices for logging, prioritizing, tracking, escalating, and resolving incidents and service requests.
• Cybersecurity and Authentication: Working knowledge of endpoint security, access controls, institutional cybersecurity protocols, and multi-factor authentication requirements.
• SHS Technology Awareness: Ability to develop working knowledge of SHS-specific applications, infrastructure, workflows, and operating requirements.
• Preferred Qualification: Experience providing technical support in a health care environment.

IT CORE COMPETENCIES:

• Growth Mindset: Takes ownership of personal growth and embraces the concept that intelligence and talent can be developed through continuous learning. Willing to take on new challenges, and views failure as an opportunity to grow.
• Communication: Comfortable using a broad range of communication styles, and chooses appropriate, effective ways to communicate. Adapts communication style depending on the audience and situation. Listens and asks questions to develop a better understanding.
• Collaboration: Collaborates with others in the pursuit of common missions, visions, values and goals. Fosters a sense of community within and across teams, building on mutual respect, trust, and drawing on the strengths of others.
• Client Obsession: Client focused when creating solutions or solving problems, believing that everything we do is to earn and keep our clients’ trust.
• Ownership: Takes responsibility, accountability and proactively focuses on areas they can directly influence. Understands their role within the team and recognizes that they share the team’s successes and failures.
• Outcome Driven: Focuses on desired results, business outcomes, and how to achieve them. Takes appropriate actions to ensure commitments are met and results achieved.