IT Support Analyst (ITS)

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

Job Accountabilities

The IT Support Analyst:

• Communicates effectively with customers, applying problem-solving and decision-making techniques to identify and resolve customer issues. Provides timely and flexible frontline troubleshooting support by phone and email and performs root-cause analysis to determine when routing or escalation is needed.

• Installs and maintains current images on managed devices in client departments and develops and executes procedures for problem prevention and service improvement.

• Follows customer-response and ticketing standards to ensure incidents and requests are documented in accordance with ITS procedures.

• Designs, writes, and edits accessible technical user documentation; documents metrics and outcomes to support planning and anticipate future business needs; and contributes to the ITS knowledge article library to minimize repeat problems.

• Provides clear and effective guidance to technical and non-technical users and builds collaborative relationships with team members, peers, and ITS leaders.

• Supports the ITS customer service vision by working with team members and management to implement effective technology and procedural solutions. Maintains currency with technology, standards, and best practices and supports process improvement within the team and across ITS.

Minimum Qualifications

The candidate for the position of IT Support Analyst must meet the following qualifications:

• Bachelor's degree, or an equivalent combination of education and experience.2 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

The ideal candidate for the position of IT Support Analyst will have one or more of the following:

• Bachelor's degree in Computer Science, Computer Information Systems, Information Science, or a related field, or an equivalent combination of education and experience.

• 4 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.

In addition, 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.

Salary and Benefits

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.

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. You can learn more about USC's comprehensive benefits here.

Ready to Join ITS?

If you are passionate about technology, problem-solving, and delivering an exceptional customer experience, we invite you to apply and join USC Information Technology Services. Submit your application and resume today.