IT Support Analyst (ITS)

About the role

USC’s Information Technology Services is seeking an 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, resolve technical issues, improve the customer experience, and contribute to effective technology and service solutions.

Responsibilities

• Communicate effectively with customers, applying problem-solving and decision-making techniques to identify and resolve customer issues.
• Provide timely and flexible frontline troubleshooting support by phone and email; perform root-cause analysis to determine when routing or escalation is needed.
• Install and maintain current images on managed devices in client departments; develop and execute procedures for problem prevention and service improvement.
• Follow customer-response and ticketing standards to ensure incidents and requests are documented in accordance with ITS procedures.
• Design, write, and edit accessible technical user documentation; document metrics and outcomes to support planning and anticipate future business needs; contribute to the ITS knowledge-article library to minimize repeat problems.
• Provide clear and effective guidance to technical and non-technical users; build collaborative relationships with team members, peers, and ITS leaders.
• Support the ITS customer-service vision by working with team members and management to implement effective technology and procedural solutions.
• Maintain currency with technology, standards, and best practices; support process improvement within the team and across ITS.

Requirements

• Bachelor’s degree, or an equivalent combination of education and experience.
• Two 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.
• Four 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.

The successful candidate must also demonstrate, through ideas, words, and actions, a strong commitment to USC’s Unifying Values of integrity, excellence, community, well-being, open communication, and accountability.

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

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.