Research Technology Support Specialist

University of Southern California•Marina del Rey, CA

12d•$39 - $43•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. Users include faculty, students, staff, researchers, and administrative personnel. The position plans, configures, installs, maintains, and troubleshoots networked and stand-alone computing systems, providing responsive onsite, remote, and telephone support. Responsibilities may include workstation and endpoint deployment, classroom and conference-room technology support, account and access administration, technology asset management, documentation, training, backup and restoration, and coordination with network, systems, audiovisual, instructional technology, research technology, security, and vendor partners. This position is one of nine in the Computer Services Consultant II job category and is assigned to ISI Research Support. Assignments and reporting relationships may change to meet organizational needs. The position is designated onsite, five days per week, at ISI. Evening, weekend, on-call, or additional hours may be required to support installations, maintenance, projects, incidents, emergencies, and peak operational periods. The annual base salary range is $38.93–$43.34 per hour.

Requirements

Bachelor's degree required; combined experience and education may substitute for the minimum education.
Two years of directly related computer support experience required.
Knowledge of computing environments and working knowledge of related hardware, software, operating systems, networks, wireless communications, security software and procedures, and peripherals.
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.

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 preferred.
Experience installing, configuring, maintaining, and troubleshooting computers, workstations, software, printers, peripherals, classroom or conference-room technologies, and network connectivity.
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 users and lower-level consultants in assigned areas.
Respond to support requests onsite, remotely, or by telephone; diagnose issues and resolve, escalate, or refer them as appropriate.
Support computers, workstations, operating systems, applications, printers, peripherals, network connectivity, wireless services, security software, and related technologies.
Communicate with users about technical solutions, status, and next steps in an understandable, customer-focused manner.
Participate in incident response, service restoration, scheduled coverage, maintenance, and operational readiness.
Plan, design, configure, and install computer systems for instructional, office, conference, research, and other supported environments.
Install, configure, upgrade, maintain, and troubleshoot hardware and software; 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.
Provide technology support across administrative, academic, instructional, and research environments according to the assigned service area.
Adjust priorities, location, schedule, or functional emphasis as needed to meet service demand, project, incident, coverage, and organizational needs.
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 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 in accordance with established procedures.
Escalate security incidents, access concerns, data risks, and compliance issues to appropriate teams.
Develop and maintain technical and security documentation, user procedures, knowledge articles, checklists, and software or documentation libraries.
Document incidents, requests, configurations, troubleshooting, solutions, assets, and support outcomes in designated systems.
Conduct hands-on training or instructional classes 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 relevant 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.
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.