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.

• Client Support (35%)
  • Provide comprehensive support for the Online  Request and Online Photo Submission systems.
  • Assist students, faculty, staff, and affiliates with
    -related requests, including basic identity verification and issue resolution.
  • Assess issues and determine when escalation support is required.
• Production (40%)
  • Print new and replacement  on demand using specialized card production equipment.
  • Review, approve, and process submitted photos in accordance with University standards.
  • Perform routine equipment maintenance and resolve common production or equipment issues.
• Service Management (25%)
  • Create, manage, and document IT service tickets related to  services.
  • Track daily production metrics and maintain accurate service records.
  • Monitor card supply inventory and ensure materials are available to support daily operations.

• Minimum Education & Experience
  • 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.
• Knowledge, Skills & Abilities
  • Technical
    
    Skills:
    
    Solid understanding of computer systems and peripheral equipment; strong troubleshooting skills; proficiency in IT Service Management ticketing systems; ability to adapt quickly in a dynamic technical environment.
  • Soft Skills: Strong customer service skills with empathy and de‑escalation techniques; excellent communication skills; critical thinking and problem‑solving aptitude; excellent time management; ability to work as part of a diverse team and handle high workload; physical ability to walk, lift, push, pull.
• IT Core Competencies
  • Growth Mindset – takes ownership of personal growth, embraces continuous learning.
  • Communication – uses a broad range of communication styles; adapts style to audience; listens and asks questions.
  • Collaboration – collaborates with others to pursue common missions, values, and goals; fosters community.
  • Client Obsession – focuses on clients to earn and keep trust.
  • Ownership – takes responsibility, accountability, and proactively focuses on areas they can influence.
  • Outcome Driven – focuses on desired results and business outcomes.
• Industry Knowledge
  • Knowledge of higher education institutional operations regarding student and staff , policies, identity verification, security protocols, IT service delivery in academic environments.

• 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)

This position may be subject to a Level 1 or Level 2 criminal background check.

Applicants have rights under Federal Employment Laws. 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.

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.