Computer Services Consultant II

University of Southern California • Los Angeles, CA

2d • $39 - $50

About The Position

The University of Southern California (USC), founded in 1880, is located in the heart of downtown L.A. and is the largest private employer in the City of Los Angeles. As an employee of USC, you will be a part of a world-class research university and a member of the “Trojan Family,” which is comprised of the faculty, staff, and students that make the university a great place to work. The USC Dana and David Dornsife College of Letters, Arts and Sciences is seeking a Computer Services Consultant II to join its technical support team within the Dornsife Technology Services department. The largest and oldest of the USC schools, USC Dornsife functions as the academic core of the university, offering courses and advancing knowledge across the humanities, social sciences, and natural sciences. The ideal candidate will have the ability to provide an exceptionally high level of customer service and technical support to faculty, staff, and eligible students of the Dornsife College of Letters, Arts, and Sciences; address and resolve incidents and service requests in a friendly, knowledgeable, efficient, and timely manner; and identify and resolve hardware, software, peripheral, network, and operator errors by applying troubleshooting skills via phone, written communication, and in person.

Requirements

• Associates and/or industry specific certifications (CompTIA, Microsoft, Apple, etc)
• Minimum of 3 years in a Help Desk/Desktop Support environment or similar.
• Intermediate to advanced experience with Windows and Apple hardware and software installation and troubleshooting.
• Printer troubleshooting.
• Basic understanding of internet networks and security software.
• Excellent verbal and written communication skills.
• Excellent attention to detail.
• Excellent problem solving and decision-making abilities.
• Must be able to effectively apply knowledge of departmental service and products to best satisfy the end-users needs and expectations.
• Must be able to resolve end-user requests efficiently, effectively, and professionally.
• Must be able to demonstrate a sense of urgency and responsibility to consistently provide a high level of service.
• Minimum Education: Bachelor's degree, Combined experience/education as substitute for minimum education
• Minimum Experience: 2 years
• Minimum Field of Expertise: Knowledge of computing environments. Experience with networks, workstations, wireless communication, security software and procedures. Working knowledge of associated hardware, software, operating systems, and peripherals.

Responsibilities

• Provide technical support over the phone, email, and in person.
• Answer and document incoming Help Desk phone calls, chat messages, and walk-ins.
• Troubleshoot and resolve Windows and Apple hardware, software, and peripheral issues.
• Troubleshoot and resolve printer issues.
• Provide detailed work notes within the ticketing system.
• Performs other related duties as assigned or requested.

Benefits

• USC has excellent benefits, including health benefits for staff and their family with access to the renowned university medical network; eligibility for retirement plans with employer contributions after six months of employment; tuition benefits for staff and their family; free Professional Development classes; central Los Angeles location with easy access to commuter trains, buses and free tram pick up services; discounts to sporting and other campus events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level