IT Support Analyst (ITS)

USC Auxiliary Services; Los Angeles (CA); On-site; USD 45,000 - 54,000; Full time

Job summary

The University of Southern California (USC) Information Technology Services is seeking an IT Support Analyst to provide on-site technology support to customers across USC campuses. The role emphasizes strong customer service and proactive problem resolution, with responsibilities spanning device imaging, ticket management, and documentation.

Ideal candidates will have a bachelor's degree or equivalent and at least two years of experience supporting Windows, MacOS, and iOS devices, both on-site

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 2 years of work experience.
• Experience with customer-issue ticketing systems and providing technical support in an operational environment.
• Experience supporting Windows, MacOS, and iOS devices, both locally and in the field.
• Strong collaboration, communication, and technical documentation skills.

Responsibilities

• Communicates effectively with customers and resolves issues by phone and email.
• Installs and maintains images on managed devices and develops procedures for problem prevention.
• Follows ticketing standards and documents incidents and requests.
• Writes and edits accessible technical user documentation and maintains knowledge articles.
• Provides guidance to users and collaborates with ITS teams to improve services.

Skills

Ticketing systems

Windows/macOS/iOS support

Customer service

Documentation

Team collaboration

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Office 365

Job description

IT Support Analyst (ITS)

Los Angeles, CA

The University of Southern California’s Information Technology Services is seeking a talented IT Support Analyst with an exceptional commitment to service excellence. In this role, you will provide technology support to customers across the university’s campuses, help resolve technical issues, improve the customer experience, and contribute to effective technology and service solutions.

This is an on-site full-time position supporting ITS customers and teams across the university.

Job Accountabilities

• 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

• 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

• 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 & 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 (opens in new window).