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

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 #J-18808-Ljbffr Keck Medicine of USC