Service Agent - IS Client Services - Rotating Shifts; Non-Exempt; Non-Union

The Service Desk Agent I is responsible for supporting the end user community at Keck Medicine of USC hospitals and clinic locations. This position will provide support for all users experiencing problems with the clinical application software suite, various operating systems, business productivity software, network and Wi‑Fi connectivity, and other computer‑related technology.

• Act as the point of contact for all IT related issues.
• Answer, evaluate, and prioritize incoming telephone, voicemail, e‑mail, and in‑person requests for assistance.
• Interview users to collect information about problems and guide them through diagnostic procedures to determine the source of errors.
• Demonstrate excellent verbal and written communication skills.
• Quickly analyze, diagnose, and resolve user support issues.
• Research, isolate, resolve, and follow‑up on routine user problems, referring more complex problems to supervisors or technical staff.
• Create and update tickets via the Footprints ticketing system according to specified priority levels.
• Follow USC Health Sciences IT problem and ticket tracking procedures.
• Provide user account provisioning services by creating and updating user accounts via Active Directory.
• Install software via Active Directory or System Center Configuration Management (SCCM).
• Provide remote support via Go To Assist  and SCCM.
• Provide basic in‑house training to Microsoft application suite; set up and configure email for multi‑platform mobile devices.
• Assist in the acquisition and installation of personal computers, servers, software, peripheral devices, and other necessary equipment.
• Work collaboratively with other USC Health Sciences IT team members to resolve system problems in a timely fashion.
• Offer technical and troubleshooting assistance to USC Health Sciences campus end users as required.
• Escalate priority and unresolved issues to leadership for swift resolution.
• Deliver superior customer service, training, and support to USC Health Sciences campus end users.
• Identify and recommend process improvements to the USC Health Science’s IT Client Services Team.
• Adhere to USC Health Science’s IT processes and practices.
• Assist with training, documentation, guidance to IT staff as needed, and oversight for global tickets.
• Perform other duties as assigned.

• High school diploma or equivalent.
• 3 years of IT experience.
• 2 years of experience in desktop and/or service desk support.
• Excellent customer service, written and verbal communication skills.
• Ability to triage, track, and monitor ticket progress per required SLA and follow escalation procedures.
• Ability to learn quickly, adapt to new and changing environments, and willingness to take on additional responsibilities.
• Ability to work independently and cooperatively in a team setting, following up on assigned tasks.
• Perform duties that include end‑user support, swift analysis and diagnosis of application/system issues, creating and updating user accounts in Active Directory and other systems, software installs, PC maintenance, and maintaining communication during planned and unplanned outages.

• Associate’s degree in a related field.

• Fire Life Safety Training (LA City) – must be obtained within 30 days of hire.

$25.00 - $39.69 per hour.

USC is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance.

Please refer to the Background Screening Policy AppendixD for specific employment screen implications for this position.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821‑8100, or by email uiries will be treated as confidential to the extent permitted by law.