FWS Student Walk Up Desk Technician

University of South Florida•Tampa, FL

About The Position

The FWS Student Walk Up Desk Technician provides Level I service desk support to the USF community and affiliates for hardware, software, and end-user inquiries through phone, chat, email, and in-person interactions. The position creates and manages trouble tickets in an IT service management system and maintains detailed records of customer requests, technical issues, actions taken, and resolutions. The technician also supports system software and assists clients with printing issues at the walk-up location. Duties may be performed remotely or in person at the walk-up desk as needed. This is a Federal Work Study position at the Tampa Campus paying $15.00 per hour, with an average of 20 hours per week. The selected candidate must have an accepted FWS award, be an active, enrolled USF student, and be able to work a minimum of 18 hours per week. Scheduling varies across Monday through Sunday, with some availability required on weekdays, weekends, and nights. The hours of operation are Monday–Friday, 8 a.m.–2 a.m.; Saturday, 10 a.m.–6 p.m.; and Sunday, noon–midnight. Current U.S. work authorization is required; visa sponsorship is not available.

Requirements

Have an accepted Federal Work Study award.
Be an active, enrolled USF student.
Have a high school diploma or equivalent and one year of general office experience; appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.
Be able to work a minimum of 18 hours per week, with some availability Monday through Friday, on weekends, and at night.
Have current work authorization in the United States; this position is not eligible for visa sponsorship.
Understand computer systems and peripheral equipment.
Demonstrate strong customer service skills, empathy, and de-escalation techniques.
Have troubleshooting skills for client technology issues, adaptability, critical thinking and problem-solving aptitude, and strong time management.
Work effectively in a diverse team with a high workload.
Communicate effectively with varied stakeholder groups through multiple platforms.

Nice To Haves

Experience with Windows 7–11 and Mac OS X.
One year of professional computing experience.
Technical documentation experience.
Two years of college experience.
Experience with Apple and Android mobile devices.

Responsibilities

Provide Level I service desk support for hardware, software, and end-user inquiries by phone, chat, email, and in person.
Create and manage trouble tickets using the IT service management ticketing system.
Maintain detailed records of customer interactions, including clear descriptions of requests and technical issues, actions taken, and final resolutions.
Support system software used by the USF community and affiliates.
Assist clients with printing issues at the walk-up location.
Perform duties remotely or in person at the walk-up desk as needed.