Job Details
Tier II Service Desk
Key words:
Tier 2 Support - Prioritize and resolve incoming in-person, telephone, voicemail and email requests using ticketing system for tracking.
Creating & updating user accounts in Active Directory & other systems
Performs software installs
PC maintenance
Ticketing System (Footprints preferred)
User Account provisioning
SCCM
Remote Support (GoToAssist)
.Supporting the following:
- clinical application software suite
- various operating systems
- business productivity software
- network and wifi connectivity
- Minimum Education/Experience:High School degree or equivalent required
- Associate s degree in related field preferred
- 3 years of work experience in IT required
- 2 years of experience in Desktop and/or Service Desk Support preferred
- Must demonstrate excellent customer service.
- Excellent written & verbal communication skills.
- Knowledge of triage, track & monitor ticket progress per required SLA & follow escalation procedures.
- Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities.
- Must be able to work both independently and cooperatively in a team setting as needed and follow-up towards the successful completion of assigned tasks
- Accountabilities:Duties include end user support, quickly analyze & diagnose application/system issues, creating & updating user accounts in Active Directory & other systems, performs software installs, PC maintenance and maintain communication for planned & unplanned outages.
- Act as the point of contact for all IT related issues. Answers, evaluates, and prioritizes incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Demonstrate excellent verbal and written communication skills.
- Quickly analyze, diagnose and resolve user support issues. Research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
- Creating and updating tickets via Footprints ticketing system according to specified priority levels. Follows USC Health Sciences IT problem and ticket tracking procedures.
- Provides User Account provisioning services, as required by creating and updating user accounts via Active Directory.
- Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via GoToAssist, and SCCM.
- Provide basic in-house training to Microsoft application suite; Setup and configuring email for multi-platform mobile devices.
- Assists in the acquisition and installation of personal computers, servers, software, peripheral devices and other necessary equipment.
- Works collaboratively with other USC Health Sciences IT team members to resolve system problems in a timely fashion.
- Provide technical and troubleshooting assistance to USC Health Sciences Campus end users, as required.
- Escalate priority and unresolved issues to leadership in order to resolve quickly and efficiently.
- Provide superior customer service, training and support to USC Health Sciences Campus end users, as required.
- Identify and recommend ways to improve processes to USC Health Science s IT Client Services Team.
- Adhere to USC Health Science s IT processes and practices.
- Ability to assist with training, documenting and provide guidance to IT staff as needed & oversight for global tickets.
- Performs other duties as assigned.