SHS Client Support Technician II

University of South Florida•Tampa, FL

9h•Onsite

About The Position

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. In-person support is the primary service method, with walk-up service, phone, email, chat, or university-approved remote support tools used when appropriate. 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. The position provides advanced endpoint, peripheral, operating system, software, and application support; assists with hardware inventory and printer supplies; troubleshoots connectivity, telecommunications, and security concerns; and coordinates with SHS stakeholders and other USF IT teams. It also provides one-on-one technical guidance and training, keeps Jira Service Desk records, and attends meetings as required. A valid Florida driver's license and compliance with institutional cybersecurity protocols, including multi-factor authentication, are required. The selected candidate must have current U.S. work authorization; visa sponsorship is not available.

Requirements

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 required experience.
Valid Florida driver's license.
Comply with institutional cybersecurity protocols, including multi-factor authentication; access to a compatible device capable of receiving, processing, and supporting university-approved authentication applications is required.
Advanced troubleshooting capability for computers, endpoints, mobile devices, peripherals, printers, scanners, and related workplace technology.
Proficient support knowledge of Windows, macOS, Android, and iOS, including installation, configuration, and troubleshooting.
Functional knowledge of USF-standard software and ability to learn and support SHS-specific applications.
General troubleshooting knowledge of network connectivity, telecommunications, and security-related concerns, with appropriate escalation when needed.
Ability to accurately document incidents, service requests, troubleshooting, work performed, follow-up, and escalations in Jira Service Desk.
Ability to maintain hardware inventory information and support printing, scanning, and printer-supply needs.
Ability to create and maintain standard operating procedures and provide clear one-on-one technical instruction.
Understanding of professional, responsive, and discreet technology support in an environment serving health care operations.
Knowledge of university-approved tools, USF-standard software, institutional technology practices, and support boundaries.
Familiarity with IT service management practices for logging, prioritizing, tracking, escalating, and resolving incidents and service requests.
Working knowledge of endpoint security, access controls, institutional cybersecurity protocols, and multi-factor authentication requirements.
Ability to develop working knowledge of SHS-specific applications, infrastructure, workflows, and operating requirements.
Current work authorization in the United States; the position is not eligible for visa sponsorship.

Nice To Haves

Experience providing technical support in a health care environment.

Responsibilities

Provide advanced technical support to SHS administrators, faculty, staff, and medical personnel across SHS campus locations, primarily in person and through other appropriate support channels.
Diagnose, resolve, escalate, and follow up on incidents and service requests; document troubleshooting, actions, and outcomes in Jira Service Desk.
Communicate technical information and status updates, and coordinate with SHS stakeholders and other USF IT teams.
Install, configure, upgrade, troubleshoot, and support SHS endpoints and peripherals.
Support printing and scanning devices, assist with printer supplies, and maintain accurate hardware inventory records.
Support 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 SHS-specific applications.
Troubleshoot network connectivity, telecommunications, and security-related concerns and resolve or escalate issues as appropriate.
Develop and maintain knowledge of SHS technology infrastructure, hardware, software, workflows, and operational requirements.
Create, review, update, and maintain technical documentation and standard operating procedures; provide knowledge sharing on supported technology and processes.
Attend SHS and stakeholder meetings as required, contribute technical updates and support planning, and perform other duties as assigned.