Service Desk Technician

University of South Florida in; Tampa (FL); Hybrid; USD 32,000 - 34,000; Full time

Job summary

The University of South Florida (USF) in Tampa seeks a Service Desk Technician (Finance) to provide Level I IT support for hardware, software and end-user inquiries. This full-time role requires creating and managing trouble tickets and documenting all customer interactions to ensure timely resolutions.

Salary is $15.50/hour with a schedule typically 8:00 a.m.–5:00 p.m., and occasional Saturday shifts. Duties may require remote work as needed and collaboration with IT teams.

Qualifications

• High school diploma or equivalent; 1 year of general office or customer service experience.
• College coursework or vocational/technical training may substitute for the required experience.
• SB 1310 substitution rules apply for higher education requirements.

Responsibilities

• Provide Level I Service Desk support for hardware, software, and end-user inquiries via phone, chat, email, and in-person.
• Create and manage trouble tickets using IT Service Management ticketing system.
• Maintain detailed records of all customer interactions, including requests, issues, actions, and final resolutions.
• Support system software used by the USF community and affiliates.

Skills

Customer service

Troubleshooting

Communication

Team collaboration

Adaptability

Time management

Mobile devices

De-escalation

Computer basics

Education

High school diploma or equivalent

Job description

Service Desk Technician (Finance)

Department: Information Technology 0-3510-000

Salary Plan: Temporary

Hiring Salary/Salary Range: $15.50/hour

Selected candidate must be able to work 40 hours per week (full time).

Schedule: Typically 8:00 a.m.-5:00 p.m.; hours may vary between 7:00 a.m.-6:00 p.m. based on operational needs. One Saturday shift per month may be required.

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 44th 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: USF Information Technology

Additional Info for Applicants

The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.

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.

Position Qualifications

MINIMUM:

This position requires a high school diploma, or equivalent, with one year of general office or customer service experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.

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.

PREFERRED:

• Experience with current Windows and Mac Operating Systems

• One year of professional computing experience

• Technical documentation experience

• Two years of college experience

SPECIAL SKILLS:

• Understanding of computer systems and peripheral equipment

• Strong customer service skills with empathy and de-escalation techniques

• Troubleshooting skills for client technology issues

• Adaptability in a dynamic technical environment

• Critical thinking and problem-solving aptitude

• Excellent time management

• Experience with Apple and Android mobile devices

• Ability to work effectively in a diverse team with high workload

• Strong communication skills across various stakeholder groups via multiple platforms

Working at USF

With approximately 16,000 employees, the University of South Florida is one of the largest employers in the Tampa Bay area. We are dedicated to cultivating a talented, engaged and driven workforce that strives to be bold. Employees excel in USF's rich academic environment, which fosters their development and advancement. In 2025, Forbes recognized USF as one of Florida's best large employers, ranked No. 1 among the state's 12 public universities. Our first-class benefits package includes medical, dental and life insurance plans, retirement plan options, employee and dependent tuition programs, generous leave, and hundreds of employee perks and discounts.

About USF

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, Sarasota-Manatee and USF Health. USF is recognized by U.S. News & World Report as a top 50 public university and the best value in Florida. U.S. News also ranks the USF Health Morsani College of Medicine as the No. 1 medical school in Florida and in the highest tier nationwide. 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 $738 million in research funding in 2024 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 more than $6 billion. USF's Division I athletics teams compete in the American Athletic Conference. Learn more at www.usf.edu .

Compliance and Federal Notices

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

Equal Employment Opportunity

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

Family and Medical Leave Act (FMLA)

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 job description does not constitute an employment contract.

DUTIES

Please note that the following description of duties is not exhaustive:

• Provide Level I Service Desk support for hardware, software, and end-user inquiries via phone, chat, email, and in-person
• Create and manage trouble tickets using IT Service Management ticketing system
• Maintain detailed records of all customer interactions, including: Clear descriptions of customer requests and technical issues; Specific actions taken to provide support; Final resolution of each case
• Support system software used by the USF community and affiliates.

*This position will need to perform the duties listed above remotely as needed.