Card Specialist

Primary Purpose

This position serves as the primary specialist for the University's  services, managing the complete lifecycle of student and staff identification cards. The role combines technical expertise with customer service excellence, encompassing the processing of online  requests, troubleshooting card-related issues, operating specialized card printing equipment, and maintaining comprehensive records of all client interactions.

The specialist serves as the main point of contact for  services across USF Tampa Campus, USF St. Petersburg Campus, and USF Health Morsani College of Medicine and Heart Institute in downtown Tampa. Additionally, this position provides Tier 2 technical support and acts as the primary liaison within IT Service Management for escalating card issues to Tier 3 technicians in Operational Technology.

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 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 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)

The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation Days
• Paid Sick Days
• 11 Paid Holidays
• Various Retirement Options, including 401(k) employer match
• Tuition Assistance (available for yourself, spouse, partner or dependent)

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

The role demands a solid understanding of computer systems and peripheral equipment, which forms the foundation for all technical aspects of the position. The specialist must possess strong troubleshooting skills to diagnose and resolve various  functional problems, from cards that fail to read properly to printer malfunctions. The position requires the ability to create clear, comprehensive records of technical processes and issues, ensuring thorough documentation of all support activities and resolutions.

The specialist must be proficient in using IT Service Management ticketing systems for tracking and resolving support requests. Additionally, the position requires the ability to adapt quickly in a dynamic technical environment, as technology and procedures may evolve.

Strong customer service skills stand at the forefront of the soft skill requirements, with particular emphasis on empathy and de‑escalation techniques for managing potentially frustrated clients. The specialist needs excellent communication skills to interact effectively with various stakeholder groups through multiple platforms, ensuring clear and professional exchanges regardless of the…