Technology Support Specialist
2 weeks ago
USC Online is currently seeking a Technology Support Specialist to join our technology team. This new role is dedicated to ensuring seamless technological experiences for our online graduate degree program students, staff and faculty. The successful candidate will be instrumental in providing end-user support, including troubleshooting and resolving issues related to our learning management, support, and back-office systems. You will be the frontline in assisting students, staff, and faculty with technical challenges, managing user accounts, and contributing to the improvement of our virtual and physical support presence. This position requires a blend of technical acuity, customer service excellence, and a passion for education technology.
Responsibilities
- Provides end-user support for learning management and support systems by troubleshooting access and course related issues. Receives and responds to inquiries for assistance and works to provide information and resolutions based on customer needs, referring more complex problems to appropriate staff. Installs, tests, and assists users with the implementation of learning tools as required.
- Develops documentation and user help aids. Supports technology related training efforts and collaborates with internal and external stakeholders to improve virtual and physical support presence.
- Provides workstation imaging, technical support and basic trouble shooting for network printers and multi-function devices.
- Assists with end user questions and problems.
- Provides user account management assistance (e.g. creation, password reset and deletion).
- Assists in manning customer support channels (phone, email, instant messaging).
- Assists in training student consultants and/or users.
- Assists in the maintenance of software and documentation libraries.
- Stays informed of new developments and technologies.
- Participates in testing software or new process flows.
- Participates in customer support on-call rotation. The hourly rate for this position ranges from $37.70 to $42.67. 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 candidates 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.
Experience and Skills RequiredProficiency in HTML and basic JavaScript, especially in the context of LMS content support.Hands-on experience with Canvas or similar learning management systems.Familiarity with both Microsoft and Mac operating systems, along with the ability to support these environments.Knowledge of Single Sign-On systems and multifactor authentication processes.Experience with video hosting platforms such as Vimeo, Panopto, YouTube, etc., to support multimedia content.Exceptional problem-solving skills and the ability to work independently as well as part of a team.Excellent communication and interpersonal skills to effectively interact with a diverse group of stakeholders, including students, staff, faculty, and external partners. Desired QualificationsBachelors degree in Computer Science, Information Technology, Education Technology, or related field.Previous experience in a support role within an educational or technology-focused organization.Certifications in relevant technologies or support methodologies (e.g., ITIL, CompTIA, Microsoft Certified Professional).This position offers a unique opportunity to impact the educational journey of online learners by providing critical technical support and innovation. If you have a passion for technology, a dedication to service excellence, and a desire to contribute to the success of online education, we encourage you to apply.
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