About the role#
The Service Desk Student Technician provides Level I technology support to university faculty, staff, students, and affiliates. You will serve as the initial point of contact for technology questions and service interruptions. This role is primarily telephone-based, though you may provide support through chat or email as assigned. You will work approximately 18 to 20 hours per week, with shifts coordinated around your class schedule.
What you'll do#
- Answer incoming service desk calls promptly and provide a professional, customer-focused experience.
- Confirm caller information and gather details about requests, symptoms, and business impact.
- Provide Level I support for account access, passwords, multi-factor authentication, university applications, operating systems, connectivity, printing, email, browsers, and mobile devices.
- Guide callers through troubleshooting steps using clear, non-technical language.
- Create, update, categorize, prioritize, route, and manage incident and service-request tickets.
- Document all requests, troubleshooting actions, communications, and final resolutions.
- Escalate unresolved, security-related, or high-complexity issues.
- Communicate ticket numbers and follow-up information to callers.
- Protect confidential information while verifying identity.
- Maintain availability for assigned phone shifts and participate in training, coaching, and team meetings.
What you'll need#
- Current enrollment as a university student.
- High school diploma or equivalent with one year of general office or customer service experience (college coursework or vocational training may substitute).
- Ability to work a consistent part-time schedule and meet minimum weekly hour requirements.
- Experience in a call center, help desk, or technical support environment.
- Experience assisting customers by telephone and documenting interactions in a ticketing system.
- Familiarity with Windows 10 or 11, macOS, and Apple or Android mobile devices.
- Knowledge of account access, multi-factor authentication, email, web browsers, and wireless connectivity.
- One or more years of college coursework in information technology, computer science, cybersecurity, business, communications, or a related field.
- Ability to communicate clearly by telephone while listening, documenting, and navigating support systems simultaneously.
- Compliance with institutional cybersecurity protocols, including the use of multi-factor authentication on a compatible personal device.
Location & details#
- Location: Tampa, Florida.
- Work Modality: On-site.
- Pay: $15 per hour.
- Employment Type: Part-time, temporary.
- Sponsorship: Not available.
About University of South Florida
The University of South Florida is a public research institution founded in 1956. It operates campuses in Tampa, St. Petersburg, and Sarasota-Manatee. The university serves approximately 50,000 students from nearly 150 countries. It maintains a large research program and holds membership in the Association of American Universities.
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