Educational Technology Support Specialist

2 weeks ago


Los Angeles, California, United States University of Southern California Full time

Position Overview:
The University of Southern California's Information Technology Services is on the lookout for a dedicated Educational Technology Support Specialist who is passionate about delivering exceptional service.

Role Responsibilities:
As an integral part of the Learning Environments team, you will collaborate with a diverse group of professionals to address complex IT challenges, enhance user experiences, and create value for various stakeholders across the university.

Team Vision:
The ITS vision emphasizes strategic alignment, cultural values, and cross-functional collaboration, all while promoting innovation and operational excellence.

ITS is dedicated to establishing a robust technology infrastructure that meets the evolving needs of our growing customer base, providing advanced training for our motivated workforce, and ensuring that our technology services align with the university's mission of offering outstanding educational opportunities.

Workplace Culture:
USC's ITS organization prides itself on its diverse and talented workforce, committed to fostering a collaborative environment that delivers secure and innovative IT services, which are essential to USC's mission.

We value accountability, excellence, and a strong commitment to customer satisfaction, striving to create an inclusive culture that encourages employees to excel and recognizes their contributions.

About USC:
As a leading private research university in Los Angeles, USC serves over 47,500 students and plays a pivotal role in the region's economic landscape.

As the largest private employer in Los Angeles, we offer a dynamic work environment with diverse career opportunities across various academic and administrative sectors.

USC employees enjoy a comprehensive benefits package, including programs designed to promote work-life balance.

Minimum Qualifications:
To qualify for the Educational Technology Support Specialist position, candidates must possess:
- A bachelor's degree in a relevant field or an equivalent combination of education and experience.
- A minimum of two years of experience in IT, customer service, or higher education.
- Experience in providing audiovisual technical support in an operational setting.
- Strong problem-solving skills and the ability to manage changing priorities.
- Familiarity with customer issue tracking systems.
- Excellent communication and documentation skills, with the ability to convey technical concepts in accessible terms.

Preferred Qualifications:
Ideal candidates will have:
- A bachelor's degree in a relevant field or equivalent experience.
- At least four years of experience in IT, customer service, or higher education.
- Experience supervising student staff.
- AVIXA Certified Technology Specialist (CTS) certification.
- Familiarity with ServiceNow.

Key Responsibilities:
The Educational Technology Support Specialist will:
- Provide specialized technical and customer service support for faculty, staff, and students in classrooms and computer labs.
- Identify, diagnose, and resolve issues with audiovisual technologies.
- Offer consultative services on multimedia hardware and software usage.
- Contribute to innovative solutions that enhance operational effectiveness.

Additionally, you will:
- Manage classroom and lab technologies, responding promptly to issues via various communication channels.
- Ensure all incidents and support requests are documented according to established procedures.
- Create and maintain technical user documentation, and track metrics to inform future planning.
- Troubleshoot and maintain AV equipment and systems, performing root cause analysis as needed.
- Provide guidance to both technical and non-technical users, identifying opportunities for service improvement.

Commitment to Values:
As a member of the ITS team, you will actively embody our values of accountability and customer service, fostering a culture of trust and transparency.

Join us in shaping an environment of innovation and excellence at USC.



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