Service Desk Technician

TL;DR

Service Desk Technician (IT Support): Providing Level I technical support for hardware, software, and end-user issues at a major public research university with an accent on troubleshooting, ticket management, and clear technical documentation. Focus on resolving customer technology problems across multiple support channels, supporting Windows, Mac, Apple, and Android environments, and maintaining accurate service records.

Location: Onsite in Tampa, Florida, United States; remote work may be required as needed. The selected candidate must have current U.S. work authorization; visa sponsorship is not available. The schedule is typically 8:00 a.m.–5:00 p.m., may vary between 7:00 a.m.–6:00 p.m., and may include one Saturday shift per month.

Salary: $15.50 per hour, equivalent to approximately $2,686 per month for a 40-hour workweek.

Company

hirify.global is a large public research university serving approximately 50,000 students across campuses in Florida.

What you will do

• Provide Level I support for hardware, software, and end-user inquiries by phone, chat, email, and in person.
• Create, update, and manage trouble tickets in the IT service management system.
• Document customer requests, troubleshooting actions, technical issues, and final resolutions.
• Support system software used by the university community and affiliated users.
• Apply customer service, de-escalation, critical thinking, and problem-solving skills to resolve technology issues.

Requirements

• High school diploma or equivalent, plus one year of general office or customer service experience; relevant coursework or vocational training may substitute.
• Current work authorization in the United States is required; visa sponsorship is not available.
• Understanding of computer systems and peripheral equipment.
• Ability to troubleshoot client technology issues and communicate effectively with diverse stakeholder groups.
• Ability to work effectively in a dynamic, high-workload technical environment.
• Strong time management, adaptability, empathy, and de-escalation skills.

Nice to have

• Experience with current Windows and Mac operating systems.
• One year of professional computing experience.
• Technical documentation experience.
• Experience with Apple and Android mobile devices.
• Two years of college experience.

Culture & Benefits

• Work in a diverse academic and research environment with opportunities for professional development.
• Medical, dental, and life insurance plans.
• Retirement plan options and generous leave.
• Employee and dependent tuition programs.
• Employee perks and discounts.