service desk agent ii.

• los angeles , california

• posted may 20, 2024

job details

summary

• $46,000 - $71,000 per year

• permanent

• high school

• category computer and mathematical occupations

• reference1052811

job details

job summary:

MUST BE AVAILABLE TO WORK 1st, 2nd, or 3rd SHIFTS per schedule

The Service Desk Agent II is responsible for supporting inbound tickets and phone calls to clients and triage needs to higher level engineers as required. This role will provide Tier 2 level support, including level 1 escalations for workstations, servers, virtualization, printers, networks, and vendor specific hardware and software. This position is also responsible for supporting the end user community at the clinic locations. This position will provide support for all users experiencing problems with the clinical application software suite, various operating systems, business productivity software, network and wifi connectivity and other computer related technology.

location: LOS ANGELES, California

job type: Permanent

salary: $46,000 - 71,000 per year

work hours: 8am to 5pm

education: High School

responsibilities:

• 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, e-mail, 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.

qualifications:

• Experience level:

• Minimum 2 years of experience

• Education: High School (required)

skills:

• HelpdeskEqual Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).Applications accepted on ongoing basis until filled.Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.