High School Diploma or Equivalent required.Â Associateâs Degree in a related field is preferred.
Minimum of 3 years of IT and 2 yearsâ experience in Desktop and/or Service Desk Support Strongly preferred
Must demonstrate excellent customer service, written & verbal communication skills; triage, track & monitor ticket progress per required SLA & follow escalation procedures.
Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities
Must be able to work both independently and cooperatively in a team setting as needed and follow-up towards the successful completion of assigned tasks.
Duties include end user support, quickly analyze & diagnose application/system issues, creating & updating user accounts in Active Directory & other systems, performs software installs, PC maintenance and maintain communication for planned & unplanned outages.
Fire and Safety Certification.Â If no card upon hire, one must be obtained within 30 days of hire, and maintained by renewal before expiration date.Â
The Service Desk Support Technician is responsible for supporting the end user community at the Keck Medicine of USC hospitals and clinic locations. This position will provide 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 with the primary focus as follows:â¢Act as a single point of contact for all IT related issues;â¢Receiving, logging and managing calls from internal/external customers via the Cisco ACD Call system;â¢Creating and updating tickets via Footprints ticketing system according to specified priority levels;â¢Quickly analyze, diagnose and resolve user support issues;â¢Adhere to proper call standards;â¢Demonstrate excellent verbal and written communication skills;â¢Escalate priority and unresolved issues to leadership; â¢Creating and updating user accounts via Active Directory;â¢Install software via Active Directory or System Center Configuration Management (SCCM);â¢Provide basic in-house training to Microsoft application suite;â¢Provide remote support via GoToAssist, and SCCM;â¢Setup and configuring email for multi-platform mobile devices;â¢Responsible for sending all communications for planned/unplanned outages to the user community;
USC’s Viterbi School of Engineering has been one of the economic engines in Southern California and a vital hub in the California economy. The technical innovations and ideas generated by the Viterbi faculty and research community have resulted in countless innovations, many becoming the foundations for new companies, products and services. The thousands of students graduating each year bring new ideas and vitality to companies in California and beyond. With an annual research budget exceeding $205M each year, more than 46 research centers and institutes, more than 180 faculty members, 7,800 students and over 60,000 impassioned alumni world-wide, the Viterbi School is addressing some of the world’s great challenges.