IT Application Support

4 weeks ago

Los Angeles, United States Prosum Full time

Tier II Service Desk

Key words:

Tier 2 Support - Prioritize and resolve incoming in-person, telephone, voicemail and email requests using ticketing system for tracking.

Creating & updating user accounts in Active Directory & other systems

Performs software installs

PC maintenance

Ticketing System (Footprints preferred)

User Account provisioning

SCCM

Remote Support (GoToAssist)

.Supporting the following:

- clinical application software suite

- various operating systems

- business productivity software

- network and wifi connectivity




  • Minimum Education/Experience:High School degree or equivalent required
  • Associate’s degree in related field preferred
  • 3 years of work experience in IT required
  • 2 years of experience in Desktop and/or Service Desk Support preferred
  • 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
  • Accountabilities: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, email, 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.

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