IT Service Desk Specialist I

University of Southern California; Los Angeles (CA); On-site; USD 52,000 - 83,000; Full time

Job summary

The University of Southern California is seeking a Service Desk Agent I to support the Keck Medicine of USC hospitals and clinics. You will handle IT issues across hardware, software, networking, and mobile device configurations, provisioning user accounts, and performing software installs.

Responsibilities include triaging requests, guiding users through diagnostics, documenting tickets, and escalating complex problems to supervision. A strong focus on customer service and teamwork is required.

Qualifications

• Answers, evaluates and prioritizes incoming help requests from users.
• Interviews users to collect problem details and guides through diagnostics.
• Creates and updates tickets in Footprints per priority levels.
• Provides user account provisioning via Active Directory and performs software installs.

Responsibilities

• Serve as primary contact for IT issues at USC Keck Medicine sites.
• Triages and escalates complex problems to senior staff as needed.
• Provides remote support using GoToAssist and SCCM tools.
• Sets up and configures email on multi-platform devices.
• Maintains and updates user accounts in Active Directory.
• Collaborates with IT teams to resolve outages and improve processes.

Skills

Customer service

Communication

Ticketing

Active Directory

SCCM

Education

High school diploma or equivalent

Associate's degree in related field

Tools

Footprints

GoToAssist

SCCM

Active Directory

Job description

The University of Southern California is seeking a Service Desk Agent I to support the Keck Medicine of USC hospitals and clinics. You will handle IT issues across hardware, software, networking, and mobile device configurations, provisioning user accounts, and performing software installs.

Responsibilities include triaging requests, guiding users through diagnostics, documenting tickets, and escalating complex problems to supervision. A strong focus on customer service and teamwork is required.