University of Southern California
Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shift (Non-Exem
University of Southern California, Los Angeles, California, United States, 90079
Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shift (Non-Exempt) (Non-Union)
Keck Medicine of USCHospitalLos Angeles, CaliforniaThe Service Desk Agent I is responsible for supporting the end user community at the Keck Medicine of USC hospitals and 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: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 users to collect information about problems and leads users through diagnostic procedures to determine the source of errors. 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.Create and update tickets via Footprints ticketing system according to specified priority levels. Follows USC Health Sciences IT problem and ticket tracking procedures.Provide 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 configure email for multi-platform mobile devices.Assist in the acquisition and installation of personal computers, servers, software, peripheral devices, and other necessary equipment.Work 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 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 Sciences IT Client Services Team.Adhere to USC Health Sciences IT processes and practices.Assist with training, documenting, and providing guidance to IT staff as needed & oversight for global tickets.Perform other duties as assigned.Required Qualifications:High school diploma or equivalent.3 years IT experience.2 years experience in Desktop and/or Service Desk Support.Must demonstrate excellent customer service, written & verbal communication skills.Must be able to triage, track & monitor ticket progress per required SLA & follow escalation procedures.Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities.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.Must be able to perform duties that include end user support, quickly analyze & diagnose application/system issues, creating & updating user accounts in Active Directory & other systems, perform software installs, PC maintenance, and maintain communication for planned & unplanned outages.Preferred Qualifications:Associate's degree in a related field.Required Licenses/Certifications: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)The hourly rate range for this position is $25.00 - $39.69. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.REQ20154410
Posted Date: 09/02/2024
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Keck Medicine of USCHospitalLos Angeles, CaliforniaThe Service Desk Agent I is responsible for supporting the end user community at the Keck Medicine of USC hospitals and 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: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 users to collect information about problems and leads users through diagnostic procedures to determine the source of errors. 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.Create and update tickets via Footprints ticketing system according to specified priority levels. Follows USC Health Sciences IT problem and ticket tracking procedures.Provide 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 configure email for multi-platform mobile devices.Assist in the acquisition and installation of personal computers, servers, software, peripheral devices, and other necessary equipment.Work 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 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 Sciences IT Client Services Team.Adhere to USC Health Sciences IT processes and practices.Assist with training, documenting, and providing guidance to IT staff as needed & oversight for global tickets.Perform other duties as assigned.Required Qualifications:High school diploma or equivalent.3 years IT experience.2 years experience in Desktop and/or Service Desk Support.Must demonstrate excellent customer service, written & verbal communication skills.Must be able to triage, track & monitor ticket progress per required SLA & follow escalation procedures.Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities.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.Must be able to perform duties that include end user support, quickly analyze & diagnose application/system issues, creating & updating user accounts in Active Directory & other systems, perform software installs, PC maintenance, and maintain communication for planned & unplanned outages.Preferred Qualifications:Associate's degree in a related field.Required Licenses/Certifications: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)The hourly rate range for this position is $25.00 - $39.69. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.REQ20154410
Posted Date: 09/02/2024
#J-18808-Ljbffr