Computer Services Consultant I

Computer Services Consultant I

Marshall Information Technology

USC Marshall School of Business

Position Summary: The Computer Services Consultant provides essential technical support and consultation to faculty, staff, and students. This role involves troubleshooting software, hardware, and account issues, delivering high-quality customer service, and ensuring technology resources are efficiently managed and maintained in a proactive approach through the use of automation, AI, and stakeholder engagement.

Key Responsibilities:

• Technical Support:

  • Provide in-person and remote technical support for software, hardware, and account issues.

  • Offer limited classroom A/V technical support to end users.

  • Field direct emails and phone calls from users regarding technology issues.

  • Perform local data backup and restore procedures.

  • Test new applications and programs to ensure compatibility with the Marshall/USC environments.

  • Educate faculty, staff, and students on computer-related topics such as new software, new hardware, and system compatibilities.

  • Provide ongoing learning support for software and applications to assist faculty and staff with their work needs.

  • Monitor the service desk ticketing system and assign work to other IT Support Consultants as needed.

• Customer Service:

  • Offer frequent consultations to customers for end-user empowerment and technology proficiency.

  • Suggest innovations or improvements to existing services and processes based on trends and emerging technologies.

  • Create and update the knowledge base to assure information is current and accurate.

  • Refresh outdated or deprecated equipment that has reached its end-of-life cycle.

  • Ensure hardware asset records are updated to maintain data integrity.

  • Provide white-glove service to help set up laptops for new onboarding employees.

  • Demonstrate a consistently positive and professional demeanor when interacting with customers. This includes being patient, empathetic, and courteous, even in challenging situations. The ability to stay calm and composed while providing clear and effective support is essential to ensure customer satisfaction and foster a positive experience.

• Collaboration and Support:

  • Stay trained and up-to-date on emerging AI solutions that can streamline tasks and improve customer experience.

  • Ensure student-facing Xerox machines are running properly and maintained.

  • Emphasize customer service and satisfaction.

  • Enhance understanding and emphasis on cybersecurity and data protection.

  • Provide better remote support for work-from-home (WFH) users.

  • Gain industry knowledge, including general knowledge of all functioning groups such as financial, marketing, and academic departments.

  • Effectively engage with academic leaders, faculty, staff, and students to gather requirements and present solutions.

  • Build strong relationships with academic leaders, researchers, and administrative staff to understand and address their IT needs.

  • Work to address institutional challenges, such as optimizing student information systems, enhancing data governance, or improving user adoption of learning technologies.

  • Understand the unique challenges and goals of academic institutions, such as enhancing student retention, supporting research, and improving operational efficiency.

Qualifications:

• Strong technical knowledge and experience in Windows and Apple desktop support.

• Demonstrated ability to analyze IT trends, identify recurring issues, and recommend proactive solutions to enhance system performance and user experience, with a focus on supporting the unique needs of the higher education environment.

• Proficient in leveraging Artificial Intelligence (AI) and advanced prompting techniques to enhance efficiency, automate routine tasks, and streamline problem-solving in desktop support operations.

• Excellent customer service and communication skills.

• Ability to troubleshoot and resolve technical issues efficiently.

• Experience with local data backup and restore procedures.

• Knowledge of A/V equipment and support.

• Familiarity with emerging AI solutions and cybersecurity best practices.

• Ability to work collaboratively with other IT departments.

• Strong organizational skills and attention to detail.

• Industry knowledge and understanding of different functional groups.

• Willingness to participate in ongoing training and professional development.

• Demonstrated ability to adapt to new technologies and changing environments.

Preferred Qualifications:

• Certifications in relevant technical fields (e.g., CompTIA A+, Microsoft Certified Professional).

• ITL v3 or v4.

• Knowledge of ServiceNow or similar ticketing system.

• Proficient understanding of ChatGPT, Gemini, Copilot, and other mainstream AI/LLM systems.

• Advanced knowledge in specialized areas such as cloud computing or cybersecurity.

Work Environment:

• This is an onsite/on campus only position with no working from home option.

• The position may require occasional lifting of equipment and the ability to move or transport equipment as needed.

• This role may involve working outside of regular business hours to address urgent technical issues or perform system updates.

• This position may require working evening and weekend shifts.

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.

Anticipated Hiring Range:

The hourly range for this position is $27.33 - $36.20. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Required Documents and Additional Information

• Resume and cover letter required (may be uploaded as one file). Please do not submit your application without these documents.

• Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended, so please apply on the same business day if interested.

• USC has excellent benefits, including health benefits for staff and their family with access to the renowned university medical network; eligibility for retirement plans with employer contributions; tuition benefits for staff and their family; free Professional Development classes; central Los Angeles location with easy access to commuter trains, buses and free tram pick up services; discounts to sporting and other campus events.

Why join the USC Marshall School of Business?

The USC Marshall School of Business is ideally positioned to address the challenges of a rapidly changing business environment and is ranked as one of the country's top schools for accounting, finance, marketing, consulting, entrepreneurship and international business studies.

USC Marshall builds on the unique opportunities that stem from its Los Angeles location on the Pacific Rim, its interdisciplinary and impactful research, the momentum generated by the University of Southern California, and the unparalleled engagement of the Trojan Alumni Family. With ready access to industries defining the new business frontier, including bio-technology, life sciences, media, entertainment, communications and healthcare, this vast network offers USC Marshall graduates exceptionally strong support for success in the global marketplace.

For more information on the USC Marshall School of Business, visit: www.marshall.usc.edu .