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Keck Medicine of USC · 1 month ago

Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shift (Non-Exempt) (Non-Union)

Los Angeles, CA

Full-time

Onsite

Mid Level

$25/hr - $39.69/hr

3+ years exp

Keck Medicine of USC is seeking a Service Desk Agent I to support the end user community at their hospitals and clinic locations. The role involves acting as the point of contact for IT related issues, providing support for clinical application software, and assisting users with hardware and software problems.

Health CareHospitalService IndustryWellness

Responsibilities

Act as the point of contact for all IT related issues. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies

Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Demonstrate excellent verbal and written communication skills

Quickly analyze, diagnose and resolve user support issues. Research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff

Creating and updating tickets via Footprints ticketing system according to specified priority levels. Follows USC Health Sciences IT problem and ticket tracking procedures

Provides User Account provisioning services, as required by creating and updating user accounts via Active Directory

Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via GoToAssist, and SCCM

Provide basic in-house training to Microsoft application suite; Setup and configuring email for multi-platform mobile devices

Assists in the acquisition and installation of personal computers, servers, software, peripheral devices and other necessary equipment

Works collaboratively with other USC Health Sciences IT team members to resolve system problems in a timely fashion

Provide technical and troubleshooting assistance to USC Health Sciences Campus end users, as required

Escalate priority and unresolved issues to leadership in order to resolve quickly and efficiently

Provide superior customer service, training and support to USC Health Sciences Campus end users, as required

Identify and recommend ways to improve processes to USC Health Science’s IT Client Services Team

Adhere to USC Health Science’s IT processes and practices

Ability to assist with training, documenting and provide guidance to IT staff as needed & oversight for global tickets

Performs other duties as assigned

Qualification

Desktop SupportService Desk SupportActive DirectoryCustomer ServiceSCCMTraining SkillsCommunication SkillsProblem SolvingTeamworkAdaptability

Required

High school or equivalent

3 years IT experience

2 years Experience in Desktop and/or Service Desk Support

Must demonstrate excellent customer service, written & verbal communication skills

Must be able to triage, track & monitor ticket progress per required SLA & follow escalation procedures

Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities

Must be able to work both independently and cooperatively in a team setting as needed and follow-up towards the successful completion of assigned tasks

Must be able to perform duties that include end user support, quickly analyze & diagnose application/system issues, creating & updating user accounts in Active Directory & other systems, performs software installs, PC maintenance and maintain communication for planned & unplanned outages

Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)