Service Desk Student Technician

About the company

University of South Florida

Individual & family services · 11 to 50 employees

What you'll do

• Student Temporary work
• Department: Information Technology 0-3510-000
• Salary Plan: Temporary
• Hiring Salary: $15/hour
• Selected candidate must be able to work approximately 18-20 hours per week, based on class schedule and Service Desk coverage needs.

What you need

• 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.
• Ability to work a consistent part-time schedule around academic commitments and meet the minimum weekly-hour requirement established for the assignment.
• Ability to communicate clearly and professionally by telephone while listening, documenting, and navigating support systems at the same time.
• Employees in this position are required to comply with institutional cybersecurity protocols, including the use of multi-factor authentication. This requires access to a compatible device capable of receiving, processing, and supporting university-approved authentication applications.
• Current enrollment as a university student.
• Experience in a call center, help desk, customer service, or technical support environment.
• Experience assisting customers by telephone and documenting interactions in a ticketing or customer-management system.
• Experience with Windows 10 or 11 and macOS.
• Experience with Apple and Android mobile devices.
• Familiarity with account access, passwords, multi-factor authentication, email, web browsers, wireless connectivity, and common productivity applications.
• One or more years of college coursework in information technology, computer science, cybersecurity, business, communications, or a related field
• Strong telephone presence, active-listening skills, and clear verbal communication.
• Ability to explain technical steps in simple language and confirm that the caller understands each step.
• Customer service skills, including patience, empathy, professionalism, and de-escalation.
• Accurate note-taking, typing, and ticket documentation while actively assisting a caller.
• Basic understanding of computers, software, networks, accounts, mobile devices, printers, and peripheral equipment.
• Ability to follow approved scripts and procedures while adapting the conversation to the caller’s needs.
• Critical-thinking, troubleshooting, and problem-solving aptitude.
• Ability to remain organized and professional during high call volume or service interruptions.
• Dependability, punctuality, attention to detail, and effective time management.
• Ability to work collaboratively with a diverse team and customer population.
• This position is primarily assigned to telephone support. Other service channels may be assigned based on training and operational needs.
• This description is not exhaustive. Duties may be adjusted to meet operational and service needs.
• Work hours and location will be coordinated with the selected candidate based on class schedule, business needs, and phone-support coverage.
• 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.

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