ID Card Specialist I

University of South Florida•Tampa, FL

About The Position

PRIMARY PURPOSE: This position serves as the primary specialist for the University's ID card services, managing the complete lifecycle of student and staff identification cards. The role combines technical expertise with customer service excellence, encompassing the processing of online ID card requests, troubleshooting card-related issues, operating specialized card printing equipment, and maintaining comprehensive records of all client interactions. The specialist serves as the main point of contact for ID card services across USF Tampa Campus, USF St. Petersburg Campus, and USF Health Morsani College of Medicine and Heart Institute in downtown Tampa. Additionally, this position provides Tier 2 technical support and acts as the primary liaison within IT Service Management for escalating card issues to Tier 3 technicians in Operational Technology. ORGANIZATIONAL SUMMARY : Located in the vibrant and diverse Tampa Bay region of Florida’s gulf coast, the University of South Florida (USF) is a Preeminent State Research University with campuses in Tampa, St. Petersburg and Sarasota-Manatee. Rated as one of the top places to live in the U.S., Tampa Bay offers a high quality of life, year-round sunshine, and easy access to top-rated entertainment. USF is one of the nation’s largest public universities, serving more than 50,000 students with an annual budget of $1.8 billon. Over the past five years, USF has been the fastest-rising university in the nation, public or private, on the U.S. News and World Report's list of best universities, which it ranks as the 44 th best public university in America. 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

Requirements

This position requires a high school diploma or equivalent, with at least one year of customer service or IT experience.
Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.
Valid driver’s license.
The role demands a solid understanding of computer systems and peripheral equipment, which forms the foundation for all technical aspects of the position.
The specialist must possess strong troubleshooting skills to diagnose and resolve various ID card functional problems, from cards that fail to read properly to printer malfunctions.
The position requires the ability to create clear, comprehensive records of technical processes and issues, ensuring thorough documentation of all support activities and resolutions.
The specialist must be proficient in using IT Service Management ticketing systems for tracking and resolving support requests.
Additionally, the position requires the ability to adapt quickly in a dynamic technical environment, as technology and procedures may evolve.
Strong customer service skills stand at the forefront of the soft skill requirements, with particular emphasis on empathy and de-escalation techniques for managing potentially frustrated clients.
The specialist needs excellent communication skills to interact effectively with various stakeholder groups through multiple platforms, ensuring clear and professional exchanges regardless of the audience or medium.
Critical thinking and problem-solving aptitude are essential for analyzing issues and determining appropriate solutions.
The role also demands excellent time management abilities to handle the workflow efficiently, along with the capacity to work effectively as part of a diverse team while managing high workload situations.
The physical nature of some duties requires the ability to perform walking, lifting, pushing, and pulling when tracking card supply inventory, restocking supplies and assisting clients.
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.
The position requires knowledge specific to higher education institutional operations, particularly regarding student and staff identification systems and the policies surrounding them.
Understanding of IT service delivery in an academic environment is important, as the role operates within a university IT department structure.
Familiarity with identity verification processes and security protocols related to ID card issuance would be beneficial, as the specialist must diagnose identity issues and ensure proper authorization before printing cards.
Knowledge of customer service best practices in an educational setting, where interactions may involve students, faculty, staff, and visitors with varying levels of technical proficiency, is also necessary for success in this role.

Responsibilities

Provide comprehensive support for the Online ID Card Request and Online Photo Submission systems.
Assist students, faculty, staff, and affiliates with ID card-related requests, including basic identity verification and issue resolution.
Assess issues and determine when escalation support is required.
Print new and replacement ID cards on demand using specialized card production equipment.
Review, approve, and process submitted photos in accordance with University standards.
Perform routine equipment maintenance and resolve common production or equipment issues.
Create, manage, and document IT service tickets related to ID card services.
Track daily production metrics and maintain accurate service records.
Monitor card supply inventory and ensure materials are available to support daily operations.