Technical Support Analyst

IT Support AnalystThe 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 AccountabilitiesThe 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 QualificationsThe candidate for the position of IT Support Analyst must meet the following qualifications:Bachelor's degree, or an equivalent combination of education and experience. Two 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 QualificationsThe 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.Four 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 BenefitsThe 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.