Customer Service Consultant
University of Southern California - Los Angeles, CA

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USC Auxiliary Services, one of the largest divisions at The University of Southern California, is a dynamic organization comprised of five integral business units: USC Bookstores, USC Hospitality, USC Housing, USC Transportation, and the Radisson Hotel. At USC Auxiliary Services, we strive "to create the best USC experience" with quality products and services that anchor our Los Angeles campuses. Whether you come to USC for a day's visit, a world-class education, or a rewarding career, there's a good chance you'll be shopping, dining, riding, or staying with us!

USC Auxiliary Services is seeking an Service Desk Specialist to join its USC Central IT.

The Service Desk Specialist is responsible for providing in-depth and high level telephone, email, and in-person technical support to the Auxiliary Services Business Units on hardware, software and network related problems and questions. Auxiliary Services is comprised of five business units ? Bookstores, Housing, Hospitality, Radisson Hotel, Transportation ? and four shared support units ? Finance and Accounting, Human Resources, IT, Design Studio.

Job Accountabilities:
Trains and supervises Student workers to serve as Service Desk Customer Services Representatives.

Works with Technical Support team to train them in Service Desk processes so that they can act as Service Desk Consultants during high volume periods.

Liaises with members of the Auxiliary Services Central IT and Auxiliary Services business unit teams to ensure their needs are met within the framework of the Service Desk responsibilities.

Responsible for account and system log account permissions. May be asked to act as functional owner for Infrastructure applications such as SharePoint.

Participates in testing of applications and assists in sending Email blasts as needed.

Produces recurring operations and management reports.

Performs other related duties as assigned or requested.

The University reserves the right to add or change duties at any time. USC has excellent benefits including health benefits for staff and family, eligibility for retirement plans, tuition benefits for staff and family, life insurance, free Professional Development classes and discounts to USC sporting events.

The University of Southern California values diversity and is committed to equal opportunity in employment.

Minimum Qualifications:
Minimum Education:
Bachelor's degree
Combined work experience as substitute for minimum education

Minimum Experience:
2 years
Combined education as substitute for minimum experience

Minimum Field of Expertise:
Sound knowledge of operating systems, associated hardware, peripherals and software. Experience with networks, workstations, wireless communication, security software and procedures.
Knowledge of wireless network connectivity and security procedures.

Preferred Qualifications

Preferred Education:
Bachelor's degree

Preferred Experience:
Three years experience working as a support representative in an IT Help Desk environment.

2-3 experience working with PC workstation, printer, and network problem analysis and support.

Experience with the administration of a help desk system that tracks service request tickets.

Experience proving direct or indirect supervision for support desk representatives.

Must have excellent written and personal communications skills.

Consistently updating personal technical knowledge and skills.

Working knowledge of Windows XP/Office, SQL, and Apple OS X.

Preferred Field of Expertise:
Experience in computing environments. Specific support experience with networks, workstations, wireless communication, security software and procedures. Experience in installing and maintaining servers and networks.

Position Type:

Special Instructions to Applicants:
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