Desktop Support Technician II - Student Health Engemann Admin - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

The Desktop Support Technician II is responsible for the advanced support of the user community at the Keck Medicine of USC hospitals and clinic locations. They will also provide tier 2 support to other I.T. departments (Desktop Engineering, Networking and Cerner) in resolving advanced system and user issues. Lastly, they will assist in the training of new hires and overseeing the work of level I technicians.

The Desktop Support Technician II is responsible for providing advance technical support to the user community at Student Health. This role involves imaging, installing, maintaining and repairing PCs and a variety of related hardware and software. Additionally, the Desktop Support Technician II will provide level 2 support to other IT teams including System Engineering, Networking and Informatics (Point and Click) in resolving advanced system and end-user issues. This role is critical in onboarding and training new hires as well as providing technical assistance upon request. The Desktop Support Technician II will also provide cybersecurity vulnerability management involving scanning, assessing, and mitigating software and endpoint vulnerabilities to ensure systems remain secure.

Essential Duties:

• Provide advanced technical and troubleshooting assistance to Keck Medicine of USC end users as required.
• Provide superior customer service, training and support to Keck Medicine of USC end users as required.
• Assist in the training of new hires and overseeing the work of other level I technicians.
• Communicate and escalate customer service issues to management in order to resolve quickly and efficiently.
• Provide tier 2 support to other I.T. departments (Desktop Engineering, Networking and Cerner) in resolving advanced system and user issues.
• Adhere to Keck Medicine of USC IT processes and practices.
• Identify and recommend ways to improve processes to Keck Medicine of USC IT Client Services team.
• Responds to questions from users or escalates their issues to an IT manager at Keck Medicine of USC IT.
• Assist in maintaining records or parts inventory for spare equipment.
• Attends vendor training workshops to gain proficiency in workstation and peripheral equipment servicing.
• Ability to perform on-call duties.
• Perform other duties as assigned.

Required Qualifications:

• Req High school or equivalent; Specialized/technical training

• Completion of specialized/technical courses as equivalent for minimum education.

• Req 4 years IT experience.
• Req 2 years Desktop Support experience.
• Req Experience with or exposure to the following: ◦ Operating systems: Windows 7, 10, OS X, macOS ◦ Office Productivity Software: Office 2010 and 2016 ◦ Cerner ◦ Footprints ◦ Kronos

• Req Organization/time management skills.
• Req Demonstrate excellent customer service behavior.
• Req Demonstrates excellent verbal and written communication skills.
• Req Demonstrates ability to effectively work with physicians, staff, and patients.

Preferred Qualifications:

• Pref Degree in a related field

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 $29.00 - $45.20. 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.