Adjunct Instructor of Real Estate Development

About the role

The Service Desk Agent I supports the end user community at the Keck Medicine of USC hospitals and clinic locations. This position provides support for clinical application software suite, various operating systems, business productivity software, network and wifi connectivity, and other computer-related technology.

Responsibilities

• Act as the point of contact for all IT related issues.
• Answer, evaluate, and prioritize 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.
• Interview user to collect information about problem and lead 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, isolate, resolve, 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.
• Follow 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.
• Aid 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 manner.
• 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.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent.
• 3 years IT experience.
• 2 years experience in Desktop and/or Service Desk Support.
• Demonstrate excellent customer service, written and verbal communication skills.
• Ability to triage, track, and monitor ticket progress per required SLA and follow escalation procedures.
• Demonstrate ability to learn quickly and adapt to new and changing environments along with the willingness to take on additional responsibilities.
• Ability to work both independently and cooperatively in a team setting as needed and follow-up towards the successful completion of assigned tasks.
• Ability to perform duties that include end user support, quickly analyze and diagnose application/system issues, creating and updating user accounts in Active Directory & other systems, performing software installs, PC maintenance, and maintaining communication for planned and unplanned outages.

Qualifications

• Associate's degree in a related field preferred.
• Fire Life Safety Training (LA City) if no card upon hire, obtain within 30 days of hire and maintain by renewal before expiration date (required within LA City only).

Pay

The hourly rate range for this position is $25.00 - $39.69.