Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shift (Non-Exempt) (Non-Union)

Keck Medicine of USC; Los Angeles (CA); On-site; USD 34,440 - 54,676; Full time

Job summary

A leading healthcare institution is seeking a Service Agent I to provide IT support to users at its hospitals and clinic locations. The role involves addressing issues with clinical applications, operating systems, and networks. Candidates should possess strong communication skills and have 3 years of IT experience, ideally with a background in desktop or service desk support. This is a full-time position offering competitive hourly pay and requires interaction with users to resolve technical problems effectively.

Qualifications

• 3 years IT experience required.
• 2 years in Desktop and/or Service Desk Support.
• Capacity to quickly diagnose and resolve issues.

Responsibilities

• Act as point of contact for IT issues.
• Interview users to gather information.
• Create and update tickets via the ticketing system.
• Provide user account provisioning services.
• Assist with the installation of PCs and software.

Skills

Excellent customer service

Written and verbal communication skills

Ability to triage, track, and monitor ticket progress

Ability to learn quickly

Team collaboration

Education

High school diploma or equivalent

Associate’s degree in a related field

Tools

Active Directory

Footprints ticketing system

System Center Configuration Management (SCCM)

GoToAssist

Job description

Service Agent I - IS Client Services

Full Time 8 Hour Rotating Shift (Non-Exempt) (Non-Union)

The Service Desk Agent I is responsible for supporting the end user community at Keck Medicine of USC hospitals and clinic locations. This position provides support for all users experiencing problems with the clinical application software suite, various operating systems, business productivity software, network and wifi connectivity, and other computer related technology.

Essential Duties

• Act as point of contact for all IT related issues. Answer, evaluate, and prioritize incoming telephone, voicemail, e‑mail, and in‑person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interview users to collect information about problems and guide them through diagnostic procedures to determine source of error. Demonstrate excellent verbal and written communication skills.
• Quickly analyze, diagnose, and resolve user support issues. Research, isolate, resolve, and follow‑up on routine user problems, referring more complex problems to supervisor or technical staff.
• Create and update tickets via Footprints ticketing system according to specified priority levels. Follow USC Health Sciences IT problem and ticket tracking procedures.
• Provide user account provisioning services, as required, by creating and updating user accounts via Active Directory.
• Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via GoToAssist and SCCM.
• Provide basic in‑house training on Microsoft application suite; set up and configure email for multi‑platform mobile devices.
• Assist in acquisition and installation of personal computers, servers, software, peripheral devices and other necessary equipment.
• Work collaboratively with other USC Health Sciences IT team members to resolve system problems in a timely fashion.
• Provide technical and troubleshooting assistance to USC Health Sciences Campus end users, as required.
• Escalate priority and unresolved issues to leadership to resolve quickly and efficiently.
• Provide superior customer service, training and support to USC Health Sciences Campus end users, as required.
• Identify and recommend ways to improve processes to USC Health Science’s IT Client Services Team.
• Adhere to USC Health Science’s IT processes and practices.
• Assist with training, documenting and providing guidance to IT staff as needed and oversight for global tickets.
• Perform other duties as assigned.

Required Qualifications

• High school diploma or equivalent.
• 3 years IT experience.
• 2 years experience in Desktop and/or Service Desk Support.
• Excellent customer service, written and verbal communication skills.
• Ability to triage, track, and monitor ticket progress per required SLA and follow escalation procedures.
• Ability to learn quickly and adapt to new and changing environments along with willingness to take on additional responsibilities.
• Ability to work both independently and cooperatively in a team setting and follow‑up toward successful completion of assigned tasks.
• Perform duties that include end user support, quickly analyze and diagnose application/system issues, creating and updating user accounts in Active Directory, performing software installs, PC maintenance, and communicating for planned and unplanned outages.

Preferred Qualifications

• Associate’s degree in a related field.

Required Licenses/Certifications

• Fire Life Safety Training (LA City). If no card upon hire, must be obtained within 30 days of hire and renewed before expiration date (required within LA City only).

Hourly rate range: $25.00 - $39.69. When extending an offer of employment, the University of Southern California considers factors such as scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Job ID: REQ20162934 • Posted Date: 07/25/2025

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Other

Industries

Hospitals and Health Care