University of Southern California Computer Services Consultant I in Los Angeles, California

Computer Services Consultant IApplyCustomer Support & Quality of Service AssuranceLos Angeles, California

We are currently seeking aCustomer Service Consultantto join ourCustomer Support Center.The Customer Service Consultant will be responsible for responding to customer service requests via multiple forms of communication. The consultant will provide support to faculty, staff, and students for university IT accounts, data networks, applications, and general IT inquires. The ideal candidate should possess experience in customer service, enterprise accounts, networks, application support, workstations and IT security.

Information Technology Services (ITS) is committed to providing information technology (IT) services and support to the university. ITS provides essential, university-wide services such as:

  • Enterprise information systems

  • University wired and wireless networks

  • Educational Technology

  • Research Computing

  • IT Security


  • Bachelor’s degree oran equivalent combination of education, training, and experience.

  • Must have a minimum of one year of front-line customer service experience

  • Demonstrated knowledge of customer service and customer communication in multiple forms (e.g., email, calls, in-person, and social media).

  • Demonstrated ability to identify problems and their resolutions.

  • Typically possesses 1-2 years of experience in the Information Technology field.

  • Typically possesses 1-2 years of experience with operating systems, applications, hardware, and peripherals.

  • Typically possesses knowledge of operating systems, application, hardware, and peripherals.

  • Typically possesses experience with service operations: incident, request, problem, and identity management.

  • Typically possesses experience with IT security policies and procedures, as well as access management and troubleshooting.

  • Must possess strong written and verbal communication skills.

  • Must possess excellent customer service skills.

  • Must be able and willing to work evening or weekend hours as necessary.

  • Ability to coordinate multiple projects and adjust to changing priorities in a fast paced environment.

  • Demonstrated strong personal mastery, including ethics, interpersonal skills, and engagement in continuous learning.

Job Accountabilities:

  • Assists with end user questions and problems. Works with basic equipment and simple applications.

  • Provides user account management assistance (e.g. creation, password reset and deletion).

  • Assists in manning a telephone hot-line.

  • Assists in training student consultants and/or users.

  • Conducts hands-on training sessions and instructional classes for students, faculty and staff.

  • Assists in the development of user and security procedures.

  • Assists in the maintenance of software and documentation libraries.

  • Stays informed of new developments and technologies

  • Performs other duties as assigned or requested. The university reserves the right to add or change duties at any time.

Preferred Qualifications

  • Bachelor’s Degree in Computer Science

  • ITIL Foundation Certification

  • HDI Customer Service Representative (HDI-CSR) Certification

  • HDI Support Center Analyst (HDI-SCA) Certification

  • HDI Knowledge Centered Support (KCS) Principles Certification

  • CompTIA IT Fundamentals/A+/Network+/Project+/Security+/Mobility+

  • Project Management Institute (PMI) Certificated Associate in Project Management (CAPM)

  • 2 years of experience in customer service

  • 2 years of experience in the Information Technology field

  • Experience in Higher Education

Job Profile Summary

Minimum Education: Bachelor's degree, Combined experience/education as substitute for minimum education

Minimum Experience: 1 year, Combined education/experience as substitute for minimum experience

Minimum Field of Expertise: Familiarity with one or more operating systems.

REQ20056776 Posted Date: 03/12/2018