Client Support Technician II

Client Support Technician II

The Client Support Technician II on the Learning Management Systems team serves as the day-to-day technical and operational support for all supported Learning Management Systems. Learning Management Systems currently include Canvas, Linkedin Learning, Turnitin, Honorlock, and other smaller applications as needed. This position works with other team members and Subject Matter Experts (SMEs) to troubleshoot issues with the LMS or any of its technical interfaces, raises and documents issues via the escalation processes, and communicates information regarding upgrades, testing, and activation of new functionality. This role provides support to Faculty, Staff, and Students to ensure they can successfully use the LMS for their academic and administrative needs.

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 billion. 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 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.

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.

Responsibilities:

• Support: Act as Tier 3 support for LMS issues.
• Assists with troubleshooting and problem solving with other members of LMS team.
• Liaise with Vendors as needed for more complex problem solving.
• LMS Operations: Participate in LMS updates, testing, and deployment of new features.
• Collaborate with instructional designers, IT staff, and academic departments to enhance LMS usability.
• Contribute to internal documentation and knowledge base development.
• Support institutional projects such as LMS migrations, AI tool rollouts, and compliance initiatives.
• Participate in sprint reviews, planning meetings, and cross-functional team discussions.
• Creates and manages the overall course structure and sets up course programs based on specifications from the Learning & Development Specialist.
• Publishes and archives online or blended learning solutions, assigns training curricula, and adds and deletes resources.
• Systems Analysis: Prepare business requirements, system requirements, test plans, status reports, project plans, and issues documents.
• Develop and implement technical solutions based on business owner requirements.
• Create and manage business processes for externally hosted LMS including standard operating procedures and vendor SLA.

Qualifications:

MINIMUM EDUCATION & EXPERIENCE:

This position requires a high school diploma or equivalent, with at least two years of customer service or IT experience. Appropriate college coursework, vocational/technical training, may substitute at an equivalent rate for the required experience. Valid driver's license.

TECHNICAL SKILLS:

• Canvas Operational Support
• Jira Service Desk
• Linux Command Line Proficiency
• RESTful API Integration
• SQL and Database Querying

SOFT SKILLS:

• Analytical thinking
• Attention to detail
• Communication
• Time management
• Teamwork

INDUSTRY KNOWLEDGE:

• Agile Sprint Methodology
• Academic Calendar Awareness
• USF Grading and Syllabus Policy
• ADA Accommodation Requirements

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.

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.

Applicants for USF employment are entitled to request reasonable accommodation(s) in the application process. A request is to be made at least five (5) working days prior to the time the accommodation(s) is needed. Visit the Central Human Resources ADA Accommodations webpage for more information on requesting an accommodation during the application/interview process.

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.