Computer Services Consultant II
About The Position
As the USC Annenberg School for Communication and Journalism embarks upon a new era of excellence in digital media communication and education, we are searching for an enthusiastic IT “support-generalist” to join our dynamic and collaborative Information Technology team. You will be asked to serve in a wide range of exciting Information Technology support services – which includes supporting our faculty in leveraging state-of-the-art instructional technologies, supporting dynamic academic events and special programs, providing general Information Technology and Audio-Visual support, and serving as a “customer service generalist” and department “ambassador” to a range of stakeholders. This full-time, benefits-eligible position reports to the Technology Services Manager for the Technical Services and Operations Department and works closely with faculty, staff and students. This role requires a collaborative approach to customer service while contributing to a strong, team-oriented work environment. This is a morning/afternoon position, with hours from 7:30 a.m. – 4:00 p.m. Monday– Friday.
Requirements
- Experience with, and knowledge of, edge and peripheral device support and general computer helpdesk technologies, workflows, and support.
- Fluent in both Windows PC and Apple Mac operating systems and computing environments.
- Fluent in Microsoft Office 365, including Outlook, SharePoint, Teams, Word, and Excel.
- Strong verbal and written communication skills.
- Ability to identify and troubleshoot personal computer hardware issues.
- Fluent in computer imaging technology and workflow.
- Fluent in Windows Active Directory Services.
- Ability to use, troubleshoot, and support Audio-Visual Technologies.
- Ability to physically setup, wire, install, replace, and re-work hardware installations including basic servers, desktops, audio visual components, and new technologies.
- Ability to explain technical concepts to non-technical people in a positive, patient and friendly manner.
- Ability to troubleshoot IT problems remotely via IP support technologies or phone when required.
- Ability to work efficiently on simultaneous projects (fixes), manage time within a fast-paced academic environment, and troubleshoot technologies in a “live production/class” environment.
- Ability to troubleshoot and quickly learn and support new software and solutions.
- Ability to use and support issue tracking, service ticketing, and asset management databases.
- Be receptive to critical feedback.
- Flexibility in work scheduling is required. May include some evenings and weekends.
- Comfortable working with Macs, PCs, and mobile devices in a platform-agnostic, innovative, “BYOD” environment.
- Willingness to grow, learn, and adapt to new technologies and related opportunities.
- Bachelor’s Degree in Computer Science, Media Production, Design or related field. Associates degree, technical certifications and combined education/experience can substitute for minimum education.
- Minimum of three (3) years related professional experience.
Nice To Haves
- Experience with live production, audio mixing consoles, switchers, and camera controls
- Experience with AMX and Extron Control Technologies
- Experience with Tri-Caster Technologies
- Experience with Adobe Creative Cloud
- Experience with multimedia post-production
- Masters degree preferred.
Responsibilities
- Provide general software, hardware and technical support for students, faculty, and staff from our dedicated on-site helpdesk.
- Provide a wide range of Tier 1 and Tier 2 Information Technology and Audio-Visual support services for Faculty, Students and Staff.
- Support the utilization of our technology enhanced learning spaces (fully networked AMX and Extron based ecosystem with additionally integrated IP based collaboration, presentation, distribution and recording technologies).
- Conceptualization and development of knowledge center documents, and training materials, including screengrabs, workflow diagrams, and checklists (quick reference guides).
- Support computer imaging, back-ups, restoration, software installation, and diagnostic/troubleshooting efforts.
- Printer, Scanner, Multi-function Support.
- User VOIP phone support.
- Conduct research on new and emerging technologies. Make recommendations and generate reports as needed.
- Assist with management and creation of user accounts; and evangelize and enforce IT security policies.
- Provide in-person, real-time, audio-visual (multimedia production) system operation and event execution support (mix audio, switch cameras, manage playback and streaming solutions, mic guests, direct and support technical productions and event streaming.
- Assist with supervising student workers and office security procedures (opening and closing).
- Assist with equipment management, distribution, collection, documentation and inventorying.
- Provide exceptional customer service with a genuine enthusiasm for embracing and evangelizing new technologies, automation, and practices.
- Learn, grow, innovate, and refine skillsets – continually.
Benefits
- benefits-eligible
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
