Computer Services Associate

University of Southern California; California; On-site; USD 60,000 - 75,000; Full time

Job summary

The University of Southern California's Viterbi School of Engineering seeks a Computer Services Associate to deliver frontline technology support for faculty, students, staff, and administrators across USC campuses. You will assist with hardware, software, workstations, printers, user accounts, and basic connectivity, with on-site, remote, and phone support.

Responsibilities include documenting requests, troubleshooting routine issues, assisting with device setup and maintenance, and escalating

Qualifications

• Bachelor's degree or combination of education and experience.
• 1 year of directly related computer-support experience preferred.

Responsibilities

• Assist with questions involving basic equipment, OS, software, and services.
• Provide onsite, remote, and telephone support and cover service desks as needed.
• Document requests, troubleshooting steps, and resolutions in designated systems.
• Elevate complex issues to senior teams and coordinate with other tech units.
• Assist in user training, documentation, and developing support procedures.

Skills

Customer service

Communication

Troubleshooting

Documentation

Time management

Education

Bachelor's degree

Job description

POSITION SUMMARY

The Computer Services Associate provides frontline technology support for faculty, students, staff, and administrative users across USC Viterbi campus environments. The position assists users with computer hardware, software, workstations, network printers, multifunction devices, user accounts, and basic network or connectivity issues.

The position responds to onsite, remote, and telephone support requests; performs basic troubleshooting; assists with device setup and maintenance; and escalates more complex issues to senior consultants or specialized technology teams. The role also supports user training, technology documentation, software and documentation libraries, and established user and security procedures. The position is assigned to campus Technical Support Services and reports to the Manager, Technical Support Services.

CORE RESPONSIBILITIES

Frontline User Support

• Assist faculty, students, staff, and administrative users with questions and problems involving basic equipment, operating systems, software applications, and technology services.


• Provide onsite, remote, and telephone support and assist with service-desk or hotline coverage as assigned.


• Document support requests, troubleshooting activities, resolutions, and referrals in designated systems.


• Resolve routine issues within established procedures and elevate or refer complex problems to senior consultants, network, systems, security, audiovisual, or other specialized teams.


• Communicate clearly with users regarding status, next steps, service expectations, and resolution.

Workstation, Printer, and Device Support

• Assist with ongoing support of campus computing environments, including computer user rooms, offices, shared spaces, and other supported locations.


• Provide workstation technical support and basic troubleshooting for network printers, multifunction devices, peripherals, and standard software.


• Assist with computer, device, software, and peripheral setup, installation, configuration, replacement, and routine maintenance.


• Perform basic checks of network and wireless connectivity and escalates infrastructure issues when appropriate.


• Support technology moves, deployments, refreshes, inventory activities, and other service projects as assigned.

Account and Access Support

• Provide user-account management assistance, including account creation, password resets, and account deletion within assigned authority and procedures.


• Assist users with basic access, authentication, and account-related problems.


• Follow established identity, access, privacy, and security procedures and refer exceptions or concerns to the appropriate team.

Training, Documentation, and Procedures

• Assist in training users, student consultants, or temporary workers on supported hardware, software, and service procedures.


• Conduct hands‑on training sessions or instructional classes for students, faculty, and staff as assigned.


• Assist in developing and updating user procedures, security procedures, knowledge articles, checklists, and support documentation.


• Assist in establishing and maintaining software and documentation libraries.


• Stay informed of new developments and technologies relevant to assigned support responsibilities.

Service Coordination

• Work collaboratively with senior consultants and other Viterbi Technology Services teams to resolve issues and maintain consistent support services.


• Coordinate with vendors, facilities, and university partners when directed.


• Participate in incident response, service restoration, scheduled maintenance, and emergency support activities as assigned.


• May provide limited work direction or training to student or temporary workers. This position does not have regular formal supervisory responsibility.

PREFERRED QUALIFICATIONS

• Bachelor's degree required; bachelor's degree in information technology, computer science, information systems, or a related field preferred. Combined experience and education may substitute for the minimum education.


• One year of directly related computer-support experience required; two years preferred.


• Familiarity with one or more operating systems required.


• Knowledge of computing environments and additional knowledge of networks, workstations, wireless communications, security software, and procedures preferred.


• Experience supporting standard computer hardware, software, printers, multifunction devices, peripherals, accounts, and basic connectivity issues preferred.


• Strong customer service, communication, troubleshooting, documentation, organization, teamwork, and time management skills.


• Ability to follow established procedures, manage multiple requests, recognize escalation needs, and work effectively in an onsite campus support environment.

ADDITIONAL INFORMATION

Work Modality

This position is designated as onsite and is expected to work onsite five days per week on the USC campus. The specific work location and schedule will be determined by the supervisor based on service coverage and organi