IT Support Analyst (ITS)

University of Southern California; Los Angeles, Northern (CA, KY); On-site; USD 94,930,000 - 112,181,000; Full time

Job summary

The University of Southern California is seeking an IT Support Analyst to deliver frontline technology assistance across campus. This on-site, full-time role supports ITS customers and teams, resolves technical issues, and contributes to service improvements.

You will communicate with users, create user documentation, and participate in knowledge sharing to enhance the USC technology experience.

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.

Responsibilities

• Communicates effectively with customers and resolves issues.
• Provides frontline troubleshooting by phone and email.
• Installs and maintains images on managed devices and develops procedures for problem prevention and service improvement.
• Documents incidents and requests per ITS procedures.
• Develops technical user documentation and contributes to knowledge articles.
• Supports process improvement within ITS.

Skills

Customer service

Troubleshooting

Documentation

Communication

Collaboration

Education

Bachelor’s degree

Tools

ServiceNow

Office 365

Job description

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

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

• 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.
• Bachelor’s degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience.
• Two years of experience in a related field such as information technology, customer service, or higher education.
• Experience providing technical customer support in an operational environment.
• Ability to assess the criticality of problems and prioritize actions based on importance and urgency.
• Ability to develop positive working relationships and a strong rapport with team members.
• Strong collaboration, communication, and technical documentation skills.
• Experience presenting ideas and solutions in non-technical, business-friendly terms.
• Experience with customer issue ticketing systems.
• Experience supporting Windows 7/10 and iOS devices, both locally and in the field.

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.
• 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.

• Benefits-eligible employees are provided with a broad range of perks to help protect their and their dependents’ health, wealth, and future.
• You can learn more about USC’s comprehensive benefits here.

USC is a leading private research university located in the heart of downtown Los Angeles - a global center for arts, technology and international business. As the largest private employer in the city - responsible for more than $5 billion annually in economic activity in the region - we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills.

USC is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy.

USC observes affirmative action obligations consistent with state and federal law.

USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety.

Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities.

Notice of Non-discrimination Employment Equity Read USC’s Clery Act Annual Security Report USC is a smoke-free environment Digital Accessibility.