Computer Services Associate
About The Position
The Computer Services Associate provides frontline technology support for faculty, students, staff, and administrative users across USC Viterbi campus environments. The role assists with computer hardware, software, workstations, network printers, multifunction devices, user accounts, and basic network or connectivity issues. It responds to onsite, remote, and telephone support requests; performs basic troubleshooting; assists with device setup and maintenance; and escalates complex issues to senior consultants or specialized technology teams. Assigned to campus Technical Support Services, the position also supports user training, technology documentation, software and documentation libraries, and established user and security procedures. It reports to the Manager, Technical Support Services. The position is designated onsite, with work expected on the USC campus five days per week. The supervisor determines the specific location and schedule based on service coverage and organizational needs. Evening, weekend, on-call, or additional hours may be required to support installations, maintenance, projects, incidents, emergencies, and peak operational periods. The role is not eligible for a hybrid or remote work arrangement.
Requirements
- Bachelor's degree required; combined experience and education may substitute for the minimum education.
- One year of directly related computer-support experience required; combined education and experience may substitute for the minimum experience.
- Familiarity with one or more operating systems.
- Strong customer service, communication, troubleshooting, documentation, organization, teamwork, and time-management skills.
- Ability to follow established procedures, manage multiple requests, recognize when to escalate issues, and work effectively in an onsite campus support environment.
Nice To Haves
- Bachelor's degree in information technology, computer science, information systems, or a related field.
- Two years of directly related computer-support experience.
- Knowledge of computing environments, networks, workstations, wireless communications, security software, and procedures.
- Experience supporting standard computer hardware, software, printers, multifunction devices, peripherals, accounts, and basic connectivity issues.
Responsibilities
- Assist faculty, students, staff, and administrative users with basic equipment, operating systems, software applications, and technology-service questions and problems.
- Provide onsite, remote, and telephone support, including service-desk or hotline coverage as assigned.
- Document support requests, troubleshooting, resolutions, and referrals in designated systems.
- Resolve routine issues within established procedures and escalate or refer complex problems to senior consultants or specialized teams.
- Communicate service status, next steps, expectations, and resolutions clearly to users.
- Support campus computing environments, including computer user rooms, offices, shared spaces, and other supported locations.
- Provide workstation support and basic troubleshooting for network printers, multifunction devices, peripherals, and standard software.
- Assist with computer, device, software, and peripheral setup, installation, configuration, replacement, and routine maintenance.
- Perform basic network and wireless connectivity checks and escalate infrastructure issues when appropriate.
- Support technology moves, deployments, refreshes, inventory activities, and other service projects.
- Assist with user-account creation, password resets, and account deletion within assigned authority and procedures.
- Assist users with basic access, authentication, and account-related problems.
- Follow identity, access, privacy, and security procedures, and refer exceptions or concerns to the appropriate team.
- Assist in training users, student consultants, or temporary workers on supported hardware, software, and service procedures.
- Conduct hands-on training sessions or instructional classes for students, faculty, and staff as assigned.
- Assist in developing and updating user and security procedures, knowledge articles, checklists, and support documentation.
- Assist in establishing and maintaining software and documentation libraries.
- Stay informed about developments and technologies relevant to assigned support responsibilities.
- Collaborate with senior consultants and other Viterbi Technology Services teams to resolve issues and maintain consistent support services.
- Coordinate with vendors, facilities, and university partners when directed.
- Participate in incident response, service restoration, scheduled maintenance, and emergency support activities as assigned.
- May provide limited work direction or training to student or temporary workers; the position has no regular formal supervisory responsibility.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
