IT Support Analyst (ITS)

Working alongside our many campus partners, ITS fosters a collaborative, future-focused environment that empowers students, faculty, staff, researchers, and the broader community. We are always innovating for what’s next. Through seamless digital experiences and robust security, we build a smarter, stronger, and secure USC for all.

About the role

USC’s Information Technology Services is seeking a talented IT Support Analyst with an exceptional commitment to service excellence. In this on-site full-time position, you will provide technology support to customers across the university’s campuses, help resolve technical issues, improve the customer experience, and contribute to effective technology and service solutions.

Responsibilities

• Communicates effectively with customers, applying problem-solving and decision-making techniques to identify and resolve customer issues.
• Provides timely and flexible frontline troubleshooting support by phone and email and performs root-cause analysis to determine when routing or escalation is needed.
• Installs and maintains current images on managed devices in client departments and develops and executes procedures for problem prevention and service improvement.
• Follows customer-response and ticketing standards to ensure incidents and requests are documented in accordance with ITS procedures.
• Designs, writes, and edits accessible technical user documentation; documents metrics and outcomes to support planning and anticipate future business needs; and contributes to the ITS knowledge article library to minimize repeat problems.
• Provides clear and effective guidance to technical and non-technical users and builds collaborative relationships with team members, peers, and ITS leaders.
• Supports the ITS customer service vision by working with team members and management to implement effective technology and procedural solutions.
• Maintains currency with technology, standards, and best practices and supports process improvement within the team and across ITS.

Requirements

• Bachelor’s degree, or an equivalent combination of education and experience.
• 2 years of work experience.
• Experience with customer-issue ticketing systems and providing technical support to customers in an operational environment.
• Experience supporting Windows, MacOS, and iOS devices, both locally and in the field.
• Ability to assess problems and prioritize actions based on importance and urgency.
• Strong collaboration, communication, and technical documentation skills, including the ability to present ideas and solutions in non-technical, business-friendly terms.
• Ability to develop positive working relationships and strong rapport with team members.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Computer Information Systems, Information Science, or a related field, or an equivalent combination of education and experience.
• 4 years of work experience.
• Experience in higher education and/or customer service.
• Experience with ServiceNow, Office 365, password reset procedures, network troubleshooting, and/or desktop, IT, or help desk support.
• ITIL Foundations, CompTIA A+, Microsoft, and/or Apple desktop support certification.

Pay

The hourly rate for this position ranges from $33.13 to $39.15. When extending an offer of employment, the University of Southern California considers factors including the scope of responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, and external market considerations.

Benefits

To support the well-being of our faculty and staff, USC provides benefits-eligible employees with a broad range of perks to help protect their and their dependents’ health, wealth, and future. These benefits are available as part of the overall compensation and total rewards package.