Keck Medicine of USC · 1 day ago
Service Agent, Lead - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union)
Los Angeles, CA
Full-time
Onsite
Senior Level
$29/hr - $45.20/hr
5+ years expKeck Medicine of USC is a healthcare organization seeking a Service Desk Agent, Lead to support inbound tickets and phone calls from clients. This role involves leading a team of technicians, providing technical support for various systems, and ensuring effective communication and documentation of support processes.
Health CareHospitalService IndustryWellness
Responsibilities
Lead team of technicians in responding to end user interactions (calls, emails, self service tickets, etc.)
Identify common issues and escalating, recommending alternatives or changes to business process, training materials, knowledge bases, or job aids to reduce the impact. Establish best practices through the entire technical support process
Work closely with internal and external support teams to create workflows that enhance and streamline the customer support experience
Ensure that all support processes are documented and reviewed on a regular basis
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
Required
High school or equivalent
5 to 7 years' IT experience
Experience in Desktop and/or Service Desk Support
Deep understanding of help desk processes
Must have strong functional knowledge; take ownership of skills, knowledge, and relationships needed to perform the job
Must be responsible for making sure that all calls for assistance are documented via a ticketing system, and are addressed by the team or escalated within established timeframes
Must demonstrate excellent customer service, written & verbal communication skills
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
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)
Preferred
Associate's degree in a related field
Company
Keck Medicine of USC
Keck Medicine of USC is a Healthcare Center.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Rod Hanners
CEO of Keck Medicine of USC | President and CEO of USC Health System
Paige Asawa
Co-Founder & Program Director
Recent News
San Gabriel Valley Tribune
2025-10-31
San Gabriel Valley Tribune
2025-10-31
2025-09-23
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