IT Support Technician

Job Purpose:
Provides frontline technical support for faculty, staff, and students within the client. Assists with troubleshooting computers, software, peripherals, classroom technology, audiovisual equipment, and other common technology issues.
Supports workstation setup, equipment deployment, classroom and meeting technology, employee onboarding and offboarding, and routine technology maintenance. Works under the direction of client IT staff and escalates issues requiring advanced technical or administrative access.
This position is intended for an individual with foundational IT knowledge, strong troubleshooting and customer-service skills, and the ability and willingness to learn client technology systems.
Relevant education, technical training, certifications, internships, help-desk experience, or hands-on technology experience may be considered.

Essential Functions:

1. Frontline Technical Support – 45%
Provides frontline technical support to faculty, staff, and students in person, remotely, and through the client's service-request process.
Diagnoses and resolves common issues involving:
Windows and macOS computers
Software and applications
User accounts and authentication
Printers and peripherals
Network and connectivity issues
Monitors, docking stations, keyboards, mice, and related equipment
Mobile devices and other client technology
Assists with workstation setup, equipment replacement, technology deployments, employee onboarding and offboarding, office moves, and other routine technology needs.
Documents work performed and escalates issues requiring advanced troubleshooting, administrative access, or assistance from other IT personnel.

2. Classroom, AV & Conferencing Support – 25%
Provides frontline support for classroom, conference-room, and audiovisual technologies.
Assists users with displays, projectors, microphones, cameras, speakers, conferencing systems, presentation equipment, and related technologies.
Troubleshoots common classroom and meeting-room technology problems and escalates more complex equipment or infrastructure issues.
Assists client IT staff with technology support for meetings, instructional activities, livestreams, hybrid events, and other client activities.
Performs routine equipment checks and helps ensure classrooms and meeting spaces are ready for use.

3. Endpoint & Device Support – 20%
Assists client IT staff with the setup, deployment, maintenance, and support of Windows, macOS, and mobile devices.
Responsibilities may include:
Preparing computers for deployment
Installing approved software
Connecting and configuring peripherals
Performing routine software and operating-system updates
Assisting with device enrollment
Replacing or deploying computers and other equipment
Troubleshooting device configuration issues
Verifying equipment functionality
Maintaining standardized workstation configurations
Assisting with technology inventory and equipment tracking
May perform routine tasks within systems such as Microsoft Intune, Jamf, Active Directory, or other enterprise management platforms under the direction of client IT staff and based on assigned access.

4. Technology Operations & Team Support – 10%
Assists client IT staff with technology projects, equipment deployments, technology refreshes, inventory activities, documentation, and other operational needs.
Follows established procedures and technical documentation and helps document newly identified issues and solutions.
Works collaboratively with client IT staff and technology partners and appropriately escalates issues outside the position's assigned responsibilities or technical expertise.
Performs other related duties as assigned.

Required Qualifications:
High school diploma or equivalent and demonstrated knowledge or experience supporting computers, technology, or end users.
Basic knowledge of computer hardware, software, operating systems, and peripherals.
Ability to troubleshoot common computer and technology problems.
Familiarity with Windows environments

Preferred Qualifications:
Associate degree or technical certification in information technology, computer science, information systems, or a related field.

Familiarity with one or more of the following is helpful:
Windows 10/11
macOS
Microsoft 365
Basic networking concepts
Active Directory
Microsoft Intune
Jamf
Mobile devices
Classroom or audiovisual technology
Microsoft Teams, Zoom, or similar conferencing technologies

Additional Knowledge, Skills & Abilities:
Ability to learn new technologies, systems, and procedures.
Ability to follow technical instructions and established procedures.
Ability to recognize when an issue should be escalated to more experienced IT staff.
Strong customer-service and interpersonal skills.
Ability to communicate effectively with technical and nontechnical users.

Notes:
Onsite
Additional details: Travel between both USC buildings. Potential evening or weekend events - IT Support for ceremonies, etc.