Desktop Analyst II - IS Infrastructure - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

The Desktop Analyst II is a key member of the Endpoint Engineering team responsible for providing advanced remote support for Keck's physical and virtual endpoints (VDI). This position involves more complex problem-solving, managing escalated issues, and enhancing Endpoint Engineering services using advanced tools such as SCCM, Big Fix, and InTune. The Desktop Analyst II will leverage a deeper knowledge of Keck's end user environment and IT services to deliver superior customer support and contribute to strategic IT initiatives.

Essential Duties:

• Provide high-level remote technical support for complex issues or requests, applying advanced problem resolution skills across integrated platforms, systems, processes, and departments. Resolve escalated issues and ensure comprehensive solutions are delivered.
• Develop, review, and maintain detailed documentation and guides for other IT teams and end users. Create and update knowledge base articles and training materials to reflect advanced technical procedures and solutions.
• Lead and mentor Desktop Support and Service Desk teams on complex and escalated issues. Act as the primary point of contact for high-priority escalations and provide expert guidance to resolve critical problems.
• Spearhead and contribute to the development and implementation of advanced team initiatives related to Endpoint Engineering technologies such as MDT, SCCM, Intune, JAMF, and Citrix XenApp/XenDesktop. Ensure alignment with organizational goals and industry best practices.
• Ensure the enterprise operations environment is maintained to the highest standards. Develop and implement best practices for maintaining system availability, performance, and security.
• Achieve and maintain a comprehensive understanding of Keck Medicine of USC’s enterprise applications and services. Provide expertise in managing and supporting complex systems and contribute to the continuous improvement of Endpoint Engineering services.
• or significantly contribute to assigned projects, working independently or as part of a team. Manage project timelines, deliverables, and resources effectively, ensuring successful implementation of new technologies and solutions.
• Provide off-hour on-call support for critical issues, using advanced expertise and independent judgment to rapidly restore service and minimize disruption. Ensure effective communication and coordination during high-impact incidents.
• Actively participate in multidisciplinary team meetings, particularly regarding planning and implementation related to patient care. Facilitate communication and problem-solving to support case management and social services initiatives.
• Perform other duties as assigned, demonstrating flexibility and the ability to adapt to evolving organizational needs and priorities.
• Other duties as assigned.

Required Qualifications:

• Req Bachelor’s Degree Degree in Information Technology, Computer Science, or a related field.

• If no Bachelor's Degree, must have High School Diploma and meet the minimum experience with relevant certifications (such as CompTIA A+, Microsoft Certified Desktop Support Technician, or similar).

• Req 5 years Hands-on experience in desktop support, endpoint management, or a related technical role. This includes experience in troubleshooting and resolving complex technical issues.
• Req Experience with advanced support tools such as SCCM (System Center Configuration Manager), Big Fix, and InTune is essential.
• Req Experience in participating in or leading technical projects, including software deployments, system upgrades, and technology rollouts.
• Req Experience in providing high-level support and managing customer relationships. This includes resolving escalated issues and maintaining high customer satisfaction.
• Req Experience in generating reports on system performance, support metrics, and service improvements.

• Req Advanced troubleshooting skills for both physical and virtual endpoints. Strong knowledge of operating systems (Windows, macOS, Linux) and common desktop applications.
• Req In-depth understanding of endpoint management tools such as SCCM, Big Fix, and InTune, including their configuration and use for software distribution, patch management, and system monitoring.
• Req Knowledge of networking fundamentals (TCP/IP, DNS, DHCP) and how they relate to endpoint support.
• Req Understanding of security best practices and how they apply to endpoint management and user support.
• Req Ability to create and maintain detailed documentation of technical procedures, support tickets, and incident reports.
• Req Strong analytical and problem-solving skills, with the ability to handle complex and high-pressure situations effectively.
• Req Excellent communication skills, both written and verbal, for interacting with end-users, IT teams, and other stakeholders.

Preferred Qualifications:

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The hourly rate range for this position is $33.00 - $54.02. 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 candidate’s 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.