University of Southern California · 22 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 expThe University of Southern California is seeking a Service Desk Agent II to provide Tier 2 support for clients. This role involves troubleshooting technical issues, managing user accounts, and ensuring excellent customer service for the Health Sciences Campus end users.
EducationHigher EducationUniversities
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
University of Southern California
University of Southern California is a private research university offering opportunities for interdisciplinary study and collaboration.
10001+ employees
H1B Sponsorship
University of Southern California has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (253)
2024 (239)
2023 (172)
2022 (207)
2021 (182)
2020 (195)
Funding
Current Stage
Late StageTotal Funding
$19.64MKey Investors
Patient-Centered Outcomes Research InstituteCalifornia Institute for Regenerative MedicineCDA Foundation
2025-02-04Grant· $10.8M
2025-01-30Grant· $5.93M
2024-07-30Grant
Leadership Team
David A Barnhart
Director, USC Space Engineering Research Center
H
Hossein Pourmand
Assistant Vice President, Research Initiatives, University Advancement
Recent News
2026-01-17
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