IT Support Analyst

The University of Southern California’s Information Technology Services is seeking a talented IT Support Analyst with an exceptional commitment to service excellence. In this role, you will provide technology support to customers across the university’s campuses, help resolve technical issues, improve the customer experience, and contribute to effective technology and service solutions.

This is an on-site full-time position supporting ITS customers and teams across the university.

The IT Support Analyst:
Communicates effectively with customers, applying problem-solving and decision-making techniques to identify and resolve customer issues. Provides timely and flexible frontline troubleshooting support by phone and email and performs root-cause analysis to determine when routing or escalation is needed. Installs and maintains current images on managed devices in client departments and develops and executes procedures for problem prevention and service improvement.

Follows customer-response and ticketing standards to ensure incidents and requests are documented in accordance with ITS procedures. Designs, writes, and edits accessible technical user documentation; documents metrics and outcomes to support planning and anticipate future business needs; and contributes to the ITS knowledge article library to minimize repeat problems. Provides clear and effective guidance to technical and non-technical users and builds collaborative relationships with team members, peers, and ITS leaders.

Supports the ITS customer service vision by working with team members and management to implement effective technology and procedural solutions. Maintains currency with technology, standards, and best practices and supports process improvement within the team and across ITS.

• Bachelor’s degree, or an equivalent combination of education and experience.
• 2 years of work experience.
• Experience with customer-issue ticketing systems and providing technical support to customers in an operational environment.
• Experience supporting Windows, MacOS, and iOS devices, both locally and in the field.
• Ability to assess problems and prioritize actions based on importance and urgency.
• Strong collaboration, communication, and technical documentation skills, including the ability to present ideas and solutions in non-technical, business-friendly terms.
• Ability to develop positive working relationships and strong rapport with team members.
• Bachelor’s degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience.
• Two years of experience in a related field such as information technology, customer service, or higher education.
• Experience providing technical customer support in an operational environment.
• Ability to assess the criticality of problems and prioritize actions based on importance and urgency.
• Ability to develop positive working relationships and a strong rapport with team members.
• Strong collaboration, communication, and technical documentation skills.
• Experience presenting ideas and solutions in non-technical, business-friendly terms.
• Experience with customer issue ticketing systems.
• Experience supporting Windows 7/10 and iOS devices, both locally and in the field.

• Bachelor’s degree in Computer Science, Computer Information Systems, Information Science, or a related field, or an equivalent combination of education and experience.
• 4 years of work experience.
• Experience in higher education and/or customer service.
• Experience with Service Now, Office 365, password reset procedures, network troubleshooting, and/or desktop, IT, or help desk support.
• ITIL Foundations, CompTIA A+, Microsoft, and/or Apple desktop support certification.
• A strong commitment to USC’s Unifying Values of integrity, excellence, community, well-being, open communication, and accountability.

The hourly rate for this position ranges from $33.13 to $39.15. When extending an offer of employment, the University of Southern California considers factors including the scope of responsibilities of the position,…