IT Support Analyst (ITS)

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

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.

MINIMUM QUALIFICATIONS
The candidate for the position of IT Support Analyst must meet the following qualifications:
• 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.

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. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at View phone number on aiapply.co, or by email at View email address on aiapply.co. Inquiries will be treated as confidential to the extent permitted by law.

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