IT Support Analyst: Customer-Focused Troubleshooter

University of Southern California; Glendale (CA); On-site; USD 45,000 - 54,000; Full time

Benefits offered by this job

Benefits package

Job summary

University of Southern California Information Technology Services in Glendale, CA seeks an IT Support Analyst to deliver frontline troubleshooting by phone and email, manage and document incidents, and produce accessible user documentation. The role requires strong problem-solving, customer service, and collaboration, with experience supporting Windows, MacOS, and iOS devices.

A Bachelor's degree and 2 years’ experience are expected.

Qualifications

• Bachelor's degree or equivalent combination of education and experience with 2 years of work experience
• Experience with customer-issue ticketing systems and providing technical support
• Experience supporting Windows, MacOS, and iOS devices
• Ability to assess problems and prioritize actions based on importance and urgency
• Strong collaboration, communication, and technical documentation skills in business-friendly terms
• Ability to develop positive working relationships with team members to support ITS goals

Responsibilities

• Communicates effectively with customers and provides frontline troubleshooting via phone and email with root-cause analysis
• Installs and maintains device images and develops procedures for problem prevention and service improvement
• Follows ticketing standards to document incidents and requests per ITS procedures
• Designs, writes, and edits accessible technical user documentation and contributes to the knowledge article library
• Provides clear guidance to users and builds collaborative relationships with team members and ITS leaders
• Supports process improvements, staying current with technology standards and best practices across ITS

Skills

Customer service

Problem-solving

Communication

Documentation

Collaboration

Prioritization

Technical support

Education

Bachelor's degree or equivalent

Bachelor's degree in CS/IS or related field

Tools

ServiceNow

Office 365

Windows support

MacOS support

iOS support

Job description

University of Southern California Information Technology Services in Glendale, CA seeks an IT Support Analyst to deliver frontline troubleshooting by phone and email, manage and document incidents, and produce accessible user documentation. The role requires strong problem-solving, customer service, and collaboration, with experience supporting Windows, MacOS, and iOS devices.

A Bachelor's degree and 2 years’ experience are expected.