AV Systems Support Coordinator

2 weeks ago

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

The University of Southern California's (USC) Information Technology Services is on the lookout for a dedicated Learning Environments Support Analyst who demonstrates a strong commitment to service excellence. As a key member of the Learning Environments team, you will collaborate with a diverse group of professionals to address complex information technology challenges, enhance customer satisfaction, and create value for our campus community across various departments and stakeholders.

TEAM OVERVIEW

The vision of ITS aligns strategic goals, business operations, and service delivery; upholds cultural values; fosters cross-functional collaboration; embraces industry-leading practices; and champions innovation, excellence, agility, and efficiency. To realize this vision, ITS is dedicated to offering a modern technological framework that is robust and capable of meeting the needs of a growing clientele, providing training in the latest technologies for its highly motivated workforce, ensuring outstanding customer experiences, and delivering technology services that support the university's mission of providing exceptional educational opportunities. ITS is cultivating a workplace where employees can acquire advanced skills, take pride in their contributions, and access career paths that align with their capabilities and aspirations. We are eager to welcome top talent to our team.

CULTURE OF ITS

The ITS organization at USC embodies a diverse and skilled team, committed to fostering a collaborative environment and delivering secure, innovative IT services that are essential to USC's mission. ITS prioritizes accountability, excellence, and a commitment to outstanding customer service. The organization strives for a supportive and inclusive culture that empowers employees to perform at their best and recognizes individual contributions.

ABOUT USC

USC stands as the premier private research university in Los Angeles, a global hub for arts, technology, and international business. With over 47,500 students, our primary campus is located in Los Angeles, complemented by various satellite locations across the U.S. and globally. As the largest private employer in Los Angeles, contributing $8 billion annually to the local economy, we offer a dynamic and diverse work environment with careers spanning a wide range of skills and talents across various academic and administrative units. As a member of the Trojan Family, which includes faculty, staff, students, and alumni, you will enjoy excellent benefits, including a variety of well-being programs designed to promote work-life balance.

MINIMUM QUALIFICATIONS:

To be considered for the Learning Environments Support Analyst position, candidates must meet the following criteria:

  • Bachelor's degree in a relevant field such as computer information systems or an equivalent combination of education, training, and experience.
  • Two years of experience in information technology, customer service, or higher education.
  • Experience providing audiovisual technical support in an operational setting.
  • Ability to evaluate issues and manage changing priorities.
  • Familiarity with customer support ticketing systems.
  • Strong collaboration, communication, and technical documentation skills, with the ability to present ideas and solutions in accessible, non-technical language. Proven ability to build positive working relationships with team members.
PREFERRED QUALIFICATIONS:

The ideal candidate for the Learning Environments Support Analyst role will possess the following qualifications:
  • Bachelor's degree in a relevant field such as computer information systems or an equivalent combination of education, training, and experience.
  • A minimum of four years of experience in IT, customer service, higher education, or related fields.
  • Experience supervising student employees.
  • AVIXA Certified Technology Specialist (CTS) certification.
  • Experience with ServiceNow.
KEY RESPONSIBILITIES:

The Learning Environments Support Analyst will provide specialized technical and customer service support for faculty, staff, and students in general use classrooms and computer labs across both the University Park and Health Sciences campuses. Responsibilities include identifying, diagnosing, testing, and resolving issues with audiovisual technologies, as well as offering consultative services on multimedia hardware and software usage. The role contributes to innovative solutions and customer service that enhances the university's operational effectiveness while embodying ITS values.

Specific Duties Include:
  • Managing classroom and computer lab technologies and learning spaces, responding promptly to issues in person, via phone, or email. Adhering to customer response and ticketing standards, ensuring all incidents and support requests are documented according to ITS procedures. Crafting, editing, and maintaining technical user documentation, and tracking metrics and outcomes to inform planning and anticipate future needs.
  • Maintaining and troubleshooting computer and audiovisual equipment, devices, and systems, performing root cause analysis to determine when escalation or routing to other teams is necessary. Providing clear guidance to both technical and non-technical users, identifying opportunities for enhancing service delivery processes.
  • Developing and implementing procedures for problem prevention. Ensuring best-in-class customer experiences by identifying needs, resolving issues, and sharing timely information with customers and team members. Supervising part-time student staff to guarantee effective service delivery across all customer locations.
  • Actively embodying ITS values and behaviors, contributing to a culture of trust and transparency by sharing information openly and deliberately.
  • Supporting the vision for audiovisual and learning environments, leveraging the latest industry knowledge to facilitate continuous improvements, support the deployment of new technologies, and develop training opportunities.
  • Leading by example to instill ITS values and behaviors, fostering a culture of trust and transparency.
  • Creating an inclusive environment that values team member differences, fostering a sense of belonging and appreciation.
  • Performing other related duties as assigned or requested. The university reserves the right to modify duties as necessary.
Join the USC ITS team and contribute to an environment of innovation and excellence.

The annual base salary range for this position is $42/hr to $44/hr. When extending an offer of employment, the University of Southern California considers various factors including the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, and external market considerations.

Minimum Education:
Bachelor's degree
Combined experience/education as a substitute for minimum education

Minimum Work Experience:
2 years
Combined experience/education as a substitute for minimum work experience

Minimum Field Expertise:
Experience providing AV technical support in an operational environment.
Ability to assess problems and manage shifting priorities.
Experience with customer-issue ticketing systems.
Excellent collaboration, communication, and technical documentation skills with experience presenting ideas and solutions in non-technical, business-friendly terms. Ability to develop positive working relationships and strong rapport with team members.

USC is an equal opportunity, affirmative action employer. All qualified applicants will receive consideration 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 or USC policy. USC will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring ordinance. We provide reasonable accommodations to applicants and employees with disabilities.

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Pay Transparency Non-Discrimination

USC is an E-Verify Employer.

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