Research Technology Support Specialist

University of Southern California•Marina Del Rey, CA

10d•Onsite

About The Position

The Computer Services Consultant II provides technical support, assistance, and consultation for computer hardware, software, networks, classroom and conferencing technologies, printers, peripherals, and related services. The position supports faculty, students, staff, researchers, and administrative users through onsite, remote, and telephone service. Work includes planning, configuring, installing, maintaining, and troubleshooting networked and stand-alone computing systems, with specific duties and reporting relationships varying according to organizational needs and the assigned service area. The position may support workstations and endpoints, classroom and conference-room technology, accounts and access, technology assets, documentation, training, backups, and restoration. This Research Technology Support Specialist (ISI) role is one of nine Computer Services Consultant II positions across USC onsite service areas. The assigned location is ISI, and the position is expected to work onsite five days per week. Evening, weekend, on-call, or additional hours may be required for installations, maintenance, projects, incidents, emergencies, and peak periods. The role is not eligible for hybrid or remote work. The annual base salary range is $38.93–$43.34 per hour. USC considers responsibilities, experience, education and training, skills, internal equity, and market conditions when making an offer. A bachelor's degree is required, although combined experience and education may substitute for the minimum education requirement. Two years of directly related computer support experience are required; three years are preferred.

Requirements

Bachelor's degree; combined experience and education may substitute for the minimum education requirement.
Two years of directly related computer support experience.
Knowledge of computing environments and working knowledge of associated hardware, software, operating systems, networks, wireless communications, security software and procedures, and peripherals.
Experience with networks, workstations, wireless communication, security software and procedures, and associated hardware, software, operating systems, and peripherals.
Ability to install, configure, maintain, and troubleshoot computers, workstations, software, printers, peripherals, classroom or conference-room technologies, and network connectivity.
Strong customer-service, troubleshooting, organizational, documentation, communication, collaboration, and time-management skills.
Ability to work flexibly across assignments, locations, technologies, schedules, and service areas based on operational needs.
Ability to work onsite five days per week at the assigned location.
Evening, weekend, on-call, or additional hours may be required for operational needs.

Nice To Haves

Bachelor's degree in information technology, computer science, information systems, or a related field.
Three years of directly related computer support experience.
Experience supporting faculty, students, staff, researchers, or administrative users in a complex service environment.
Experience with technology asset management, account and access support, documentation, training, backup and restoration, and ticketing or service-management tools.
Experience installing or maintaining servers and networks.

Responsibilities

Provide technical support, assistance, and consultation to faculty, students, staff, researchers, administrative users, and lower-level consultants in assigned areas.
Respond to support requests onsite, remotely, or by telephone; diagnose and resolve issues or escalate and refer them as appropriate.
Support computers, workstations, operating systems, applications, printers, peripherals, network connectivity, wireless services, security software, and related technologies.
Communicate with users in a customer-focused manner, explain technical solutions clearly, and provide updates on status and next steps.
Participate in incident response, service restoration, scheduled coverage, maintenance, and operational readiness activities.
Plan, design, configure, install, upgrade, maintain, and troubleshoot networked and stand-alone computing systems in supported environments.
Perform backup and system-restoration procedures as assigned.
Analyze user and operational needs, evaluate products, and recommend hardware, software, replacement, and configuration options.
Provide replacement recommendations and budget estimates as requested and assist with technology lifecycle planning.
Support technology asset management, inventory, deployment, reassignment, surplus, and related recordkeeping.
Support DEN instructional operations as assigned, including classroom computers, instructional technology, conferencing systems, printers, peripherals, and end-user services.
Support Infrastructure and Enterprise Systems Services assignments as needed, including endpoints, conference rooms, business computing, print services, network connectivity, account access, and general technology services.
Provide technology support in administrative, academic, instructional, and research environments according to service-area needs.
Adjust priorities, location, schedule, or functional emphasis as needed to address service demand, projects, incidents, staffing coverage, and organizational priorities.
Collaborate across functional teams to coordinate changes, resolve dependencies, and make effective use of shared computing resources.
Manage or support user accounts, permissions, email account sharing, and shared-server folders within assigned authority and procedures.
Apply established security requirements when configuring, supporting, and maintaining devices, software, accounts, access, and data.
Assist with endpoint protection, software updates, patching, secure configuration, and response to identified security issues.
Perform or support backup, restoration, data-transfer, and device-replacement activities according to established procedures.
Escalate security incidents, access concerns, data risks, or compliance issues to appropriate teams.
Develop and maintain technical documentation, user and security procedures, knowledge articles, checklists, and software or documentation libraries.
Document incidents, service requests, configurations, troubleshooting steps, solutions, assets, and support outcomes in designated systems.
Conduct hands-on training sessions or instructional classes for faculty, students, and staff on hardware, software, and supported technology services.
Identify recurring issues and recommend improvements to equipment, software, configurations, documentation, workflows, and service delivery.
Stay informed about technology developments through publications, vendors, professional organizations, meetings, and seminars.
Coordinate with network, systems, audiovisual, instructional technology, research technology, information security, facilities, procurement, and vendor partners as required.
Contribute to technology projects, deployments, upgrades, moves, installations, testing, and special initiatives.
May provide work direction, training, or technical guidance to student or temporary workers; the position has no regular formal supervisory responsibility.