Computer Services Consultant II

Job ID REQ20172770 Category Information Technology

The University of Southern California (USC), founded in 1880, is located in the heart of downtown L.A. and is the largest private employer in the City of Los Angeles. As an employee of USC, you will be a part of a world-class research university and a member of the “Trojan Family,” which is comprised of the faculty, staff, and students that make the university a great place to work.

The USC Dana and David Dornsife College of Letters, Arts and Sciences is seeking a Computer Services Consultant II to join its technical support team within the Dornsife Technology Services department. The largest and oldest of the USC schools, USC Dornsife functions as the academic core of the university, offering courses and advancing knowledge across the humanities, social sciences, and natural sciences.

The ideal candidate will have the ability to provide an exceptionally high level of customer service and technical support to faculty, staff, and eligible students of the Dornsife College of Letters, Arts, and Sciences; address and resolve incidents and service requests in a friendly, knowledgeable, efficient, and timely manner; and identify and resolve hardware, software, peripheral, network, and operator errors by applying troubleshooting skills via phone, written communication, and in person.

Responsibilities:

• Provide technical support over the phone, email, and in person.
• Answer and document incoming Help Desk phone calls, chat messages, and walk-ins.
• Troubleshoot and resolve Windows and Apple hardware, software, and peripheral issues.
• Troubleshoot and resolve printer issues.
• Provide detailed work notes within the ticketing system.

Qualifications and Skills:

• Associates and/or industry specific certifications (CompTIA, Microsoft, Apple, etc).
• Minimum of 3 years in a Help Desk/Desktop Support environment or similar.
• Intermediate to advanced experience with Windows and Apple hardware and software installation and troubleshooting.
• Printer troubleshooting.
• Basic understanding of internet networks and security software.
• Excellent verbal and written communication skills.
• Excellent attention to detail.
• Excellent problem solving and decision-making abilities.
• Must be able to effectively apply knowledge of departmental service and products to best satisfy the end-users needs and expectations.
• Must be able to resolve end-user requests efficiently, effectively, and professionally.
• Must be able to demonstrate a sense of urgency and responsibility to consistently provide a high level of service.

Salary range: The hourly rate range for this position is $38.93 - $49.55 DOE. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

Required Documents and Additional Information:

• Resume and cover letter required (may be uploaded as one file). Please do not submit your application without these documents.
• Monday-Friday, 9a-5p. 7.5 hour work day/37.5 hour work week.
• Contract-to-hire. 6-month fixed-term position with an additional 6-month extension based on performance. Permanent hire conversion after 12 months.
• Evening or weekend work may be necessary to meet deadlines or solve specific problems.
• Job openings are posted for a minimum of (5) five business days. This job may be removed from posting boards and filled any time after the minimum posting period has ended, so please apply on the same business day if interested.
• USC has excellent benefits, including health benefits for staff and their family with access to the renowned university medical network; eligibility for retirement plans with employer contributions after six months of employment; tuition benefits for staff and their family; free Professional Development classes; central Los Angeles location with easy access to commuter trains, buses and free tram pick up services; discounts to sporting and other campus events.

Minimum Education: Bachelor's degree, Combined experience/education as substitute for minimum education Minimum Experience: 2 years Minimum Field of Expertise: Knowledge of computing environments. Experience with networks, workstations, wireless communication, security software and procedures. Working knowledge of associated hardware, software, operating systems, and peripherals.