Service Agent, Lead - IS Client Services - Rotating Shifts; Non-Exempt; Non-Union

Overview

The Service Desk Agent, Lead is responsible for supporting inbound tickets and phone calls to clients and triage needs to higher level engineers as required. This role provides all levels of support, including level 1 and 2 escalations for workstations, servers, virtualization, printers, networks, and vendor specific hardware and software. This position supports the end user community at the Keck Medicine of USC hospitals and clinic locations.

It provides 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. Duties include end user support, quick analysis and diagnosis of application/system issues, creating and updating user accounts in Active Directory and other systems, performing software installs, PC maintenance and maintaining communication for planned and unplanned outages.

• Lead team of technicians in responding to end user interactions (calls, emails, self service tickets, etc.).
• Identify common issues and escalate, recommending alternatives or changes to business processes, training materials, knowledge bases, or job aids to reduce impact. Establish best practices through the entire technical support process.
• Work closely with internal and external support teams to create workflows that enhance and streamline the customer support experience.
• Ensure that all support processes are documented and reviewed on a regular basis.
• Interview users to collect information about problems and guide users through diagnostic procedures to determine the source of error. Demonstrate excellent verbal and written communication skills.
• Quickly analyze, diagnose and resolve user support issues. Research, isolate, resolve and follow up for routine user problems, referring more complex problems to supervisor or technical staff.
• Create and update tickets via the Footprints ticketing system according to specified priority levels. Follow USC Health Sciences IT problem and ticket tracking procedures.
• Provide user account provisioning services by creating and updating user accounts via Active Directory.
• Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via Go To Assist  and SCCM.
• Provide basic in-house training on Microsoft applications; setup and configure email for multi-platform mobile devices.
• Assist in the acquisition and installation of personal computers, servers, software, peripheral devices and other necessary equipment.
• Work 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 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 for USC Health Science’s IT Client Services Team.
• Adhere to USC Health Sciences IT processes and practices.
• Assist with training, documenting and providing guidance to IT staff as needed and oversee global tickets.
• Performs other duties as assigned.

• High school or equivalent
• 5 to 7 years IT experience
• 5 years of experience in Desktop and/or Service Desk Support
• Deep understanding of help desk processes
• Strong functional knowledge; ability to own skills, knowledge, and relationships needed to perform the job
• Responsible for ensuring all calls for assistance are documented via a ticketing system and addressed by the team or escalated within established time frames
• Excellent customer service, written and verbal communication skills
• Triage, track and monitor ticket progress per required SLA and follow escalation procedures
• Ability to learn quickly and adapt to new and changing environments; willingness to take on additional responsibilities
• Ability to work independently and in a team setting and follow up toward the successful completion of assigned tasks

• Associate’s degree in a related field

• Fire Life Safety Training (LA City). If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date (Required within LA City only)

The hourly rate range for this position is $29.00 - $45.20. When extending an offer of employment, the University of Southern California considers factors such as the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, and applicable laws and contractual considerations.

Job ;
Posted Date 01/21/2026. Apply. Current employees apply here.