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
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.
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.
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