Computer Services Consultant I

USC Provost IT is the information technology services department within the USC Office of the Provost. We provide various IT services, including infrastructure and application services, technical support, and web development and design, to over fifty university divisions, departments, and offices.

While our team is small, we work closely with each business unit we support to deliver reliable, effective and secure information technology solutions. Our connections across the university allow us to serve as a trusted solutions partner, using technology to help empower users and improve department business processes.

The USC Provost IT Department is seeking a customer centric, Information Technology professional to join its team as a Computer Services Consultant. The Computer Services Consultant will be tasked with providing support to the various divisions within the Provost Shared Services.

Job Accountabilities:

· Assists in the ongoing support of computer environments campus-wide. Provides support for computer hardware, software, peripheral devices and network-related issues.

· Assists with end-user questions and problems.  Responds promptly and escalates issues accordingly. 

· Deploys new hardware and software, provides testing as needed.

· Provides user account management assistance (e.g. creation, password reset, and deletion). 

· Assists in manning a telephone hot-line and submitting tickets via a ticketing system. 

· Assists in training student consultants and/or users. 

· Conducts hands-on training sessions and instructional classes for students, faculty, and staff. 

· Assists in the development of user and security procedures. 

· Assists in the maintenance of software and documentation libraries. 

· Stays informed of new developments and technologies. 

· Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time. 

Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

MINIMUM QUALIFICATIONS:

Education

- Bachelor's degree

- Combined experience/education as substitute for minimum education

Experience:

- 1 year

- Combined education/experience as a substitute for minimum experience

Field of Expertise:

- Familiarity with one or more operating systems.

PREFERRED QUALIFICATIONS:

Experience

· 2 years of helpdesk support experience

· Experience with both Windows and Mac operating systems

· Demonstrated understanding of troubleshooting various computer hardware and software issues

· Ability to provide excellent customer service and interact professionally with all levels of an environment of academia

· Experience in fielding support issues via email, phone calls and drop ins

· Working knowledge of an online ticketing system like ServiceNow

· Experience in working with Active Directory to manage user accounts

· Knowledge of reimaging computers

· Proficiency in Microsoft Office products

· Proven analytical and problem-solving abilities and the ability to conduct research into a wide range of computing issues as required.

Excellent verbal and written communication skills

Minimum Education: Bachelor's degree Combined experience/education as substitute for minimum education Minimum Experience: 1 year Combined education/experience as substitute for minimum experience Minimum Field of Expertise: Familiarity with one or more operating systems.