Senior IT Support Analyst in Los Angeles, CA

$80K - $100K(Ladders Estimates)

University of Southern California   •  

Los Angeles, CA 90001

Industry: Education, Government & Non-Profit

  •  

5 - 7 years

Posted 59 days ago

This job is no longer available.

MINIMUM QUALIFICATIONS

The candidate for the position of Senior IT Support Analyst must meet the following qualifications:

  • Bachelor's degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience.
  • Five years of experience in information technology, customer service, or higher education.
  • Experience supporting Windows 7/10 and iOS devices, both locally and in the field.
  • Experience providing technical customer support in an operational environment.
  • Ability to assess the criticality of problems and prioritize actions based on importance and urgency.
  • Ability to develop positive working relationships and a strong rapport with team members.
  • Strong collaboration, communication, and technical documentation skills.
  • Experience presenting ideas and solutions in non-technical, business-friendly terms.
  • Experience with customer issue ticketing systems.

PREFERRED QUALIFICATIONS

The ideal candidate for the position of Senior IT Support Analyst has the following qualifications:

  • Bachelor's degree in a relevant field such as computer science, computer information systems, etc.
  • More than eight years of experience in information technology, customer service, or higher education.
  • Experience with Office 365, password reset procedures, network troubleshooting, and/or desktop/IT/helpdesk support.
  • ITIL Foundations and CompTIA A+ certification.
  • Microsoft and/or Apple desktop support certification.
  • Experience with ServiceNow.

THE WORK YOU WILL DO

The Senior IT Support Analyst maintains excellent standards of service for technical support functions by managing the design, development, and deployment of technology support for USC customers throughout campus. The Senior IT Support Analyst drives innovative solutions and customer service excellence to support the operational effectiveness of a leading-edge university. As a member of ITS, the Senior IT Support Analyst demonstrates ITS values in action.

Job Accountabilities

The Senior IT Support Analyst:

  • Delivers customer service to campus leaders by designing, installing, and managing a broad range of technology solutions. Manages end-to-end oversight of internally escalated incidents and requests.
  • Oversees and ensures the delivery of consistent, high-quality service by designing and implementing client and staff training packages, developing standard operating procedures, and influencing the adoption of standard operations.
  • Analyzes the need for system hardware and software enhancements by evaluating the effectiveness of current facilities and resources. Identifies and recommends emerging trends that could enhance academic and administrative processes.
  • Communicates positively and effectively with customers. Listens attentively, empathizes, and asks appropriate questions to identify needs and resolve issues. Shares timely information freely and openly with coworkers. Designs, writes, and edits technical user documentation. Ensures that documentation is consumable by target stakeholder groups. Provides clear and effective customer guidance to technical and non-technical users.
  • Minimizes repeat problems by contributing to the ITS knowledge article library. Documents metrics and outcomes to inform planning and anticipation of future business needs. Follows customer response and ticketing standards and ensures all incidents and requests are documented per ITS procedures.
  • Prioritizes requests to ensure issues are addressed in an efficient and timely manner. Supports front-line teams to deliver flexible troubleshooting and support via phone and/or email. Provides in-person trainings as needed. Delivers best-in-class customer experience. Manages end-to-end oversight of internally escalated incidents and requests.
  • Facilitates continuous improvement by supporting the deployment of new technologies. Identifies opportunities to improve service delivery processes and procedures. Anticipates support requests and expectations. Provides clear and meaningful first-level and second-level customer guidance to technical and non-technical users.
  • Applies repeatable problem-solving and decision-making techniques to effectively identify and resolve customer issues. Identifies when routing or escalation is needed by performing root cause analysis. Develops and executes recommended procedures for problem prevention.
  • Supervises part-time student staff to ensure timely and effective service delivery in all customer locations.
  • Contributes to an inclusive environment that values differences by building and maintaining collaborative relationships with team members, peers, and ITS leaders. Actively embodies ITS values and behaviors including accountability, ethics, and best-in-class customer service. Contributes to a culture of trust and transparency by sharing information broadly, openly, and deliberately.
  • Supports the vision for Customer Service. Works closely with team members and management to implement and support effective technology and procedural solutions. Maintains currency with technology, standards, and best practices. Supports process improvement efforts within the team and across ITS.
  • Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.


MINIMUM QUALIFICATIONS The candidate for the position of Senior IT Support Analyst must meet the following qualifications: • Bachelor's degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience. • Five years of experience in information technology, customer service, or higher education. • Experience supporting Windows 7/10 and iOS devices, both locally and in the field. • Experience providing technical customer support in an operational environment. • Ability to assess the criticality of problems and prioritize actions based on importance and urgency. • Ability to develop positive working relationships and a strong rapport with team members. • Strong collaboration, communication, and technical documentation skills. • Experience presenting ideas and solutions in non-technical, business-friendly terms. • Experience with customer issue ticketing systems.

Valid Through: 2019-9-13