Job Abstract

The Service Desk Agent II is responsible for supporting inbound tickets and phone calls to clients and triage needs to higher level engineers as required. This role will provide Tier 2 level support, including level 1 escalations for workstations, servers, virtualization, printers, networks, and vendor specific hardware and software. This position is also responsible for supporting the end user community at the clinic locations. This position will provide support for all users experiencing problems with the clinical application software suite, various operating systems, business productivity software, network and wifi connectivity and other computer related technology.

Essential Duties:

• Duties include end user support, quickly analyze & diagnose application/system issues, creating & updating user accounts in Active Directory & other systems, performs software installs, PC maintenance and maintain communication for planned & unplanned outages.
• Act as the point of contact for all IT related issues. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Demonstrate excellent verbal and written communication skills.
• Quickly analyze, diagnose and resolve user support issues. Research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Creating and updating tickets via Footprints ticketing system according to specified priority levels. Follows USC Health Sciences IT problem and ticket tracking procedures.
• Provides User Account provisioning services, as required by creating and updating user accounts via Active Directory.
• Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via GoToAssist, and SCCM.
• Provide basic in-house training to Microsoft application suite; Setup and configuring email for multi-platform mobile devices.
• Assists in the acquisition and installation of personal computers, servers, software, peripheral devices and other necessary equipment.
• Works collaboratively with other USC Health Sciences IT team members to resolve system problems in a timely fashion.
• Provide technical and troubleshooting assistance to USC Health Sciences Campus end users, as required.
• Escalate priority and unresolved issues to leadership in order to resolve quickly and efficiently.
• Provide superior customer service, training and support to USC Health Sciences Campus end users, as required.
• Identify and recommend ways to improve processes to USC Health Science’s IT Client Services Team.
• Adhere to USC Health Science’s IT processes and practices.
• Ability to assist with training, documenting and provide guidance to IT staff as needed & oversight for global tickets.
• Performs other duties as assigned.

Required Qualifications:

• Req High school or equivalent
• Req 3 years Experience in IT.

• Req Must demonstrate excellent customer service.
• Req Excellent written & verbal communication skills.
• Req Knowledge of triage, track & monitor ticket progress per required SLA & follow escalation procedures.
• Req Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities.
• Req Must be able to work both independently and cooperatively in a team setting as needed and follow-up towards the successful completion of assigned tasks.

Preferred Qualifications:

• Pref Associate's degree Degree in a related field.
• Pref 2 years Experience in Desktop and/or Service Desk Support.

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

USC is an equal opportunity, affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring ordinance. We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu.  Inquiries will be treated as confidential to the extent permitted by law.

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