Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union)
Not Disclosed•Full-TimeOn-site
location_on1536, East 77th Street, Florence-Firestone, Firestone Park, Los Angeles County, California, 90001, United States
About the Role
The Service Desk Agent I serves as the primary point of contact for the end-user community across Keck Medicine of USC hospitals and clinic locations. This role is dedicated to ensuring seamless operations by providing comprehensive support for clinical application software, operating systems, business productivity tools, and network connectivity. You will act as the first line of defense for IT-related issues, diagnosing problems and guiding users through resolution steps with a focus on superior customer service.
In this position, you will manage the full lifecycle of user support requests, from initial triage via telephone, email, or in-person interaction to final resolution. Your day-to-day involves creating and updating tickets in the Footprints system, provisioning user accounts in Active Directory, and performing software installations via SCCM. You will also assist in the acquisition and setup of hardware and provide basic training on Microsoft applications and mobile device configuration. Collaboration with the USC Health Sciences IT team is essential to resolve system problems efficiently and identify opportunities for process improvement.
Hiring Process
Current USC employees should apply through Workday by using the provided internal link. External candidates are encouraged to review the application requirements and submit their materials through the university's standard hiring portal.
Equal Opportunity & Culture
USC is an equal opportunity employer committed to a diverse and inclusive workforce. We consider qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law. USC observes affirmative action obligations consistent with state and federal law and considers all qualified applicants with criminal records in a manner consistent with applicable laws, including the Los Angeles County Fair Chance Ordinance.
We provide reasonable accommodations to applicants and employees with disabilities. Individuals requiring assistance with the application or hiring process may contact USC Human Resources at (213) 821-8100 or via email at uschr@usc.edu. Inquiries regarding accommodations are treated as confidential to the extent permitted by law.
USC maintains a smoke-free environment and is dedicated to digital accessibility for all users.
Work location
Work model: On-site
1536, East 77th Street, Florence-Firestone, Firestone Park, Los Angeles County, California, 90001, United States
Firestone Park, California
Key Responsibilities
- check_circleDiagnose and resolve hardware, software, and networking problems for end users
- check_circleProvide remote technical support and troubleshooting via GoToAssist and SCCM
- check_circleEscalate priority and unresolved issues to leadership for timely resolution
- check_circleInstall and configure software using Active Directory and System Center Configuration Management
- check_circleProvision user accounts and manage permissions via Active Directory
- check_circleIdentify and recommend process improvements to the IT Client Services Team
- check_circleAct as the primary point of contact for all IT-related issues and user requests
- check_circleCreate and update support tickets using the Footprints ticketing system
- check_circleAssist with the acquisition, setup, and installation of computers and peripheral devices
Requirements
- verifiedHigh school or equivalent
- verified3 years IT experience
- verified2 years Desktop and/or Service Desk Support experience
- verifiedFire Life Safety Training (LA City)
Nice to Have
Associate's degree in a related field.
Similar Job Opportunities
Skills, education and keywords
Skills: Footprints, Active Directory, System Center Configuration Management, SCCM, Gotoassist, Fire Life Safety Training.
Education: High school or equivalent required; Associate's degree in a related field preferred.
Frequently asked questions about Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) at Working at USC
What does a Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) at Working at USC do?expand_more
A Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) at Working at USC is responsible for the following: Diagnose and resolve hardware, software, and networking problems for end users; Provide remote technical support and troubleshooting via GoToAssist and SCCM; Escalate priority and unresolved issues to leadership for timely resolution; and Install and configure software using Active Directory and System Center Configuration Management.
What are the requirements for this Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) role?expand_more
To qualify for the Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) at Working at USC position, applicants should have: High school or equivalent; 3 years IT experience; 2 years Desktop and/or Service Desk Support experience; and Fire Life Safety Training (LA City).
Where is the Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) role at Working at USC located?expand_more
Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) at Working at USC is based in 1536, East 77th Street, Florence-Firestone, Firestone Park, Los Angeles County, California, 90001, United States. This is a on-site role.
Is this Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) job remote, hybrid, or on-site?expand_more
Working at USC has listed this Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) role as on-site.
How much experience is required for this Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) role?expand_more
Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) at Working at USC typically requires 3+ years of relevant experience at the mid level level.
What skills do you need for the Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) role at Working at USC?expand_more
Key skills for Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) at Working at USC include Footprints; Active Directory; System Center Configuration Management; SCCM; Gotoassist; and Fire Life Safety Training.
What education is required for Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) at Working at USC?expand_more
Educational requirements for this role: High school or equivalent required; and Associate's degree in a related field preferred.
What category does the Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) role belong to?expand_more
Service Agent I - IS Client Services - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union) at Working at USC is part of the it job category on Recrutus.
About Working at USC
The University of Southern California (USC) is a private research university headquartered in Los Angeles, a global hub for arts, technology, and international business. Specializing in education administration programs, USC serves as the city’s largest private employer, contributing over $8 billion annually to the regional economy. The university offers diverse career opportunities across its academic schools and departments, fostering a dynamic work environment for professionals in education, research, and administration. As a job seeker, connecting with USC provides access to a wide range of roles and updates on campus initiatives, benefits, and programs. Explore opportunities to contribute to a dynamic academic institution that drives regional economic impact and educational advancement.
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