The University of Southern California’s (USC’s) Information Technology Services is seeking a talented IT Support Analyst with an exceptional commitment to service excellence to join its team. As the IT Support Analyst, you will be an integral member of the Customer Service team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.

THE TEAM

The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross- functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.

We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

MINIMUM REQUIREMENTS

The candidate for the position of IT Support Analyst must meet the following qualifications:

• 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’ experience in information technology
• Experience with customer-issue ticketing systems, providing technical support to customers in an operational environment.
• Experience supporting Windows 10/11 and Mac OS devices, both locally and in the field. Ability to assess problems and prioritize accordingly, based on importance, and urgency.
• Strong collaboration, communication, and technical documentation skills, with experience presenting ideas and solutions in non-technical, business-friendly terms.
• Ability to develop positive working relationships and strong rapport with team members.

PREFERRED QUALIFICATIONS

The ideal candidate for the position of IT Support Analyst has the following qualifications:

• Bachelor's degree in computer science, computer information systems, information technology, or relevant field. Experience in higher education and/or customer service.
• Minimum of 4 years of experience in information technology.
• Experience with ServiceNow, Office365, password reset procedures, network troubleshooting, and/or desktop/IT/help desk support. Certifications from ITIL Foundations,
• Comp TIA A , Microsoft and/or Apple desktop support.

THE WORK YOU WILL DO

The IT Support Analyst provides technology support for customers across the university's campuses. Contributes to innovative solutions and customer service excellence, supporting ITS growth and operational effectiveness. Demonstrates ITS values in action.

The IT Support Analyst:

• Communicates with customers, applying regular communication, problem-solving and decision- making techniques to identify and resolve customer issues. Delivers frontline, timely and flexible troubleshooting support via phone and/or email and performs root-cause analyses to identify when routing or escalation is needed. Installs and maintains current images on managed devices in client departments. Develops and executes recommended procedures for problem prevention and identifies opportunities to improve delivery processes.
• Follows customer-response and ticketing standards to ensure all incidents and requests are documented in accordance with ITS procedures. Designs, writes, and edits accessible technical user documentation comprised of metrics and outcomes, informing planning and in anticipation of future business needs. Provides clear, effective end-user guidance to technical and non-technical users, and contributes to the ITS knowledge article library to minimize repeat problems.