Desktop Support Technician, Senior - Is Client Services

The Desktop Support Technician, Senior provides desktop support to the USC Health Sciences campus with primary focus on support on Operating systems, office productivity software, network connectivity and the USC Health Sciences, clinical application software suite. The Desktop Support, Senior also installs, upgrades, maintains and repairs PC's and a variety of related hardware, as well as performs a wide range of repairs varying in complexity on-site or at a designated repair center independent from direct supervision. Additionally, this incumbent assists in technical training of others and provides technical assistance as requested.

Essential Duties: • Provide technical and trouble shooting assistance to USC Health Sciences Campus end users, as required. • Provide superior customer service, training and support to USC Health Sciences Campus end users, as required. • Assists in the installation, repair, and maintenance of workstations on the USC Health Science’s campus. • Communicate and escalate customer service issues to management in order to resolve quickly and efficiently. • Provides estimates and repairs based on diagnostic tests and/or assessment of problems reported. • Prepares defective parts for shipment to manufacturer. • 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. • Assists in maintaining records or parts inventory for spare equipment. • Attends vendor training workshops to gain proficiency in workstation and peripheral equipment servicing. • Responds to questions from users or escalates their issue to a USC Health Science’s IT management. • Provides recommendations for hardware upgrades and acquisitions, based on user environment and needs. • Prepares and processes PC maintenance contracts. • Attends vendor training workshops to gain proficiency in workstation and peripheral equipment servicing. • Stays informed of new developments and technologies by reading journals and other industry pertinent publications and participating in professional organizations, meetings and seminars. • Ability to fulfill On-Call requirements. • Performs other duties as assigned. Minimum Education: • High school or equivalent • Associate's degree in a related field preferred Minimum Experience/Knowledge: • Req 7 years Experience in IT. • Req 5 years Experience in Desktop support • Req Must demonstrate excellent customer service and communication skills. • Req Must demonstrate ability to learn and continue learning new systems and willingness to take on additional responsibilities. • Req Must demonstrate ability to work both independently and cooperatively in a team as needed and follow-up towards the successful completion of assigned task. Required License/Certification: • Req 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) The hourly rate range for this position is $29.00 - $45.20. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.