The 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 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 Sciences IT Client Services Team.
• Adhere to USC Health Sciences 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 IT experience.
• Req 2 years Experience in Desktop and/or Service Desk Support.

• Req Must demonstrate excellent customer service, written & verbal communication skills.
• Req Must be able to 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.
• Req 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, performs software installs, PC maintenance and maintain communication for planned & unplanned outages.

Preferred Qualifications:

• Pref Associate's degree in a related field.

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)

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About University of Southern California (USC)

USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

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