USC Verdugo Hills Hospital · 19 hours ago
Service Agent II - IS Client Services - Full Time 8 Hour Rotating Shift (Non-Exempt) (Non-Union)
Los Angeles, CA - Health Sciences Campus
Full-time
Onsite
Mid Level
$25/hr - $39.69/hr
3+ years expUSC Verdugo Hills Hospital is seeking a Service Agent II for their IS Client Services team. This role is responsible for providing Tier 2 support for client issues, managing inbound tickets, and assisting users with various IT-related problems.
Responsibilities
Duties 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
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
Required
High school or equivalent
3 years Experience in IT
Must demonstrate excellent customer service
Excellent written & verbal communication skills
Knowledge of 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 Degree in a related field
2 years Experience in Desktop and/or Service Desk Support
Company
USC Verdugo Hills Hospital
Our mission is to provide personalized, high-quality healthcare relevant to our patient community.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Tadren Kennedy, MPH, MBA, FACHE
Chief Operating Officer
Mary Virgallito
Chief Quality Officer
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