OSHA Client Support Technician II

PRIMARY PURPOSE:

The Client Support Technician II assigned to OSHA Wesley Chapel provides advanced technical support primarily in person at the OSHA Wesley Chapel location to OSHA faculty, staff, external training clients, and other supported clients. While support may also be provided through university-approved remote support tools, email, phone, or other approved communication channels when necessary or appropriate, the expected primary support model is on-site, in-person service at the OSHA location. This role delivers support aligned with USF IT standards while maintaining knowledge concentrated on OSHA’s operational, instructional, and departmental technology needs. The technician supports standard USF software, hardware, operating systems, printing, endpoint devices, virtual training, OSHA ID card printing, and service request management. When OSHA requests support for systems, software, or technology outside the standard scope supported by a Information Technology Client Support Technician II, the technician act as a liaison between the customer and appropriate USF IT teams and/or vendor.

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: 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 Technical Support - Primarily provide in-person advanced technical support to OSHA faculty, staff, and supported clients at the OSHA location. Other support modalities, including university-approved remote support software, email, phone, or other approved support channels, may be used when necessary or appropriate for a given situation; however, these channels supplement the expected primary model of in-person support at the OSHA location. This includes support for endpoints and peripherals, applications, operating systems, printing and scanning devices, OSHA ID card printing, and troubleshooting of devices used in OSHA operations and training activities. The technician is responsible for incident and service request resolution, follow-up, and thorough documentation within JIRA Service Desk. The technician will also provide technical support for OSHA virtual training and technical support for external clients participating in training when that training occurs during the technician’s normal working hours.

-(20%) Hardware Installation, Maintenance, and Inventory - Install, configure, upgrade, troubleshoot, and maintain computer equipment and related hardware used by OSHA faculty and staff. Troubleshoot and repair issues with existing hardware, endpoints, peripherals, and basic audiovisual or training-related technology as appropriate. Maintain inventory records for OSHA computer equipment and assist with the purchasing and evaluation of OSHA technology needs in alignment with USF IT standards and procurement practices.

-(20%) Software Support - Maintain functional knowledge of USF standard software and applications, along with OSHA-specific tools and specialized applications used by OSHA faculty, staff, and supported clients. Assist clients in troubleshooting software issues across multiple operating systems, including Apple macOS, Windows, Android, and iOS. For OSHA custom departmental databases or associated applications, the technician will serve as a liaison between OSHA and the appropriate USF IT teams. The technician is not responsible for managing, coding within, or redeveloping OSHA departmental database applications.

-(10%) Networking, Telecommunications, and Security - Maintain a working knowledge of OSHA technology infrastructure and assist in identifying and troubleshooting network, telecommunications, and security concerns as they arise. This includes general troubleshooting of connectivity, endpoint access, and supported security-related issues, as well as coordination with appropriate USF IT teams when escalation or specialized support is required.

-(5%) Documentation and Training - Work with Service Management and relevant USF IT teams to capture, review, and maintain documentation within the internal knowledge base. Provide current standard operating procedures for clients where appropriate. Provide one-on-one training and guidance on common hardware, standard office software, OSHA-supported technology, and approved support processes.

-(5%) Meetings and Additional Responsibilities - Attend requested meetings, including those involving OSHA stakeholders and USF IT support teams. Act as a liaison between OSHA and USF IT teams for technology questions or issues that require coordination beyond the technician’s direct support scope. Performs other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

This position requires a high school diploma or equivalent, with two years of IT support 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.

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.

KNOWLEDGE, SKILLS & ABILITIES

Technical Skills

• Endpoint & Peripheral Support - Proficiency in supporting desktops, laptops, mobile devices, printers, scanners, OSHA ID card printing equipment, and related peripherals used by OSHA faculty, staff, and supported clients.
• Operating Systems - Hands-on troubleshooting knowledge across Apple macOS, Windows, Android, and iOS.
• Networking, Telecommunications & Security - Working knowledge of network infrastructure, telecommunications systems, and digital security practices, with the ability to troubleshoot concerns and coordinate escalation through appropriate USF IT channels.
• Hardware Installation, Maintenance & Inventory - Ability to install, configure, upgrade, repair, and inventory computer equipment and supported hardware used by OSHA.
• Software & Application Support - Functional knowledge of USF standard software, OSHA-supported applications, and approved remote support tools, with the ability to troubleshoot standard applications and provide best-effort support for non-standard or specialized requests outside the normal Client Support Technician II support scope.
• Service Management Systems - Ability to document incidents, service requests, troubleshooting steps, and work performed accurately within JIRA Service Desk or other approved ITSM platforms.
• Departmental Application Liaison Support - Ability to coordinate with OSHA stakeholders and USF IT teams regarding custom departmental databases or associated applications while recognizing that direct database management, coding, or redevelopment work is outside the technician’s assigned responsibility.
• Training & Communication - Ability to support virtual training events, assist external training clients, and communicate technical guidance clearly across in-person, phone, email, and remote support channels.

Soft Skills

• Communication - The ability to convey technical information clearly and professionally to OSHA faculty, staff, external training clients, USF IT teams, and other stakeholders across multiple support channels.
• Problem Solving - A methodical and analytical approach to diagnosing and resolving a wide range of technical issues across hardware, software, networking, security, printing, training technology, and remote support contexts.
• Adaptability - The ability to shift between on-site support, remote support, training support, external client assistance, and stakeholder coordination as OSHA operational needs change.
• Attention to Detail - Thoroughness in documenting incidents, service requests, inventory records, troubleshooting actions, and follow-up notes accurately within the appropriate service management systems.
• Customer Service Orientation - A professional, patient, and responsive approach when assisting OSHA clients and external training clients with varying levels of technical experience.
• Initiative and Self-Direction - The ability to manage assigned incidents and service requests, prioritize competing needs, follow through on support outcomes, and identify when escalation or liaison support is appropriate.
• Collaboration and Stakeholder Engagement - Comfort working with OSHA stakeholders, USF IT teams, leadership, vendors, and support partners to coordinate effective technology support and resolve issues within the technician’s scope.
• Training and Knowledge Sharing - The ability to explain technical topics in accessible language during one-on-one training, virtual training support, and guidance for supported OSHA tools and processes.
• Professionalism and Discretion - The ability to maintain confidentiality, uphold institutional standards, and represent USF IT professionally while supporting OSHA’s operating environment.

Industry Knowledge

• Academic and Training Support Environment - An understanding of how IT support functions within an academic and training-focused environment where faculty, staff, internal clients, remote clients, and external training clients may all require support.
• Higher Education IT Policies and Standards - Knowledge of institutional IT policies, university-approved tools, USF standard software, and established support boundaries for standard and non-standard technology requests.
• IT Service Management (ITSM) Frameworks - Familiarity with ITSM practices governing how incidents, service requests, troubleshooting activity, and escalations are logged, prioritized, tracked, and resolved in an enterprise support environment.
• Cybersecurity Fundamentals - A working understanding of endpoint security, access controls, network security practices, and security concerns relevant to academic and training environments.
• Departmental and Specialized Application Awareness - Awareness of departmental applications, custom databases, and specialized tools that may support OSHA operations, including the ability to distinguish between liaison support, best-effort troubleshooting, and work that requires escalation to specialized USF IT teams.

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.