Senior Computer Consultant Specialist

About the Role

The USC Dana and David Dornsife College of Letters, Arts and Sciences is seeking a Senior Computer Consultant Specialist to join its technical support team within the Dornsife Technology Services department. The ideal candidate will have the ability to provide an exceptionally high level of customer service and advanced technical support to faculty, staff, and eligible students of the Dornsife College community. This position is responsible for addressing and resolving complex issues and service requests in a friendly, knowledgeable, efficient, and timely manner, and for identifying and resolving issues involving hardware, software, peripherals, networks, and user error through effective troubleshooting via phone, written communication, and in person. In addition, this role serves as a senior technical resource within the Help Desk, providing mentorship and guidance to other staff, supporting the development of best practices and procedures, and acting as an escalation point for advanced technical issues.

Responsibilities

• Provide advanced technical support over the phone, email, and in person.
• Answer and document incoming Help Desk phone calls, chat messages, and walk-ins.
• Troubleshoot and resolve advanced Windows, Apple, and Linux hardware, software, and peripheral issues.
• Troubleshoot and resolve advanced printer issues.
• Provide detailed work notes within the ticketing system, ensuring clear resolution notes and adherence to Help Desk standards.
• Serve as an escalation point for advanced technical issues and provide guidance and mentorship to staff as needed.
• Performs other related duties as assigned or requested.

Qualifications

• Bachelor's degree and/or industry specific certifications (CompTIA, Microsoft, Apple, Linux, etc). Combined experience/education as substitute for minimum education.
• Minimum of 5 years of progressively responsible experience in a Help Desk, Desktop Support, or similar technical support environment. Combined experience/education as substitute for minimum work experience.
• Advanced experience with Windows and Apple hardware and software installation and troubleshooting.
• Intermediate to advanced experience with Linux hardware and software installation and troubleshooting.
• Advanced printer and printing system troubleshooting experience.
• Intermediate to advanced understanding of internet networks and security software.
• Demonstrated ability to resolve complex technical issues and serve as an escalation point for peers.
• Experience providing technical guidance, mentoring, or informal leadership within a team environment.
• Excellent verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical users.
• Strong attention to detail with the ability to accurately document work and follow established best practices and procedures.
• Strong problem-solving, analytical, and decision-making skills with the ability to work independently on complex issues.
• Ability to apply knowledge of services, systems, and tools to effectively meet end-user needs and expectations.
• Demonstrated ability to work with a strong sense of urgency, accountability, and commitment to high-quality customer service.

Preferred Qualifications

• 7 years of experience.
• Senior-level experience over specialized user services function in a multi-system computing environment, leading computer consultants and technical support staff.
• Lead responsibility for specialized user services function in a computing environment.
• Experience leading computer consultants or technical support staff.

Pay

The hourly rate range for this position is $49 - $57.

Schedule

Standard work schedule is Monday-Friday, 9:00 am - 5 pm. 7.5 hour work day/37.5 hour work week. This is a 100% full-time, on-site/on-campus position. Evening or weekend work may be necessary to meet deadlines or solve specific problems.

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.