Computer Services Associate

POSITION SUMMARY The Computer Services Associate provides frontline technology support for faculty, students, staff, and administrative users across USC Viterbi campus environments. The position assists users with computer hardware, software, workstations, network printers, multifunction devices, user accounts, and basic network or connectivity issues. The position responds to onsite, remote, and telephone support requests; performs basic troubleshooting; assists with device setup and maintenance; and escalates more complex issues to senior consultants or specialized technology teams. The role also supports user training, technology documentation, software and documentation libraries, and established user and security procedures. The position is assigned to campus Technical Support Services and reports to the Manager, Technical Support Services. CORE RESPONSIBILITIES Frontline User Support Assist faculty, students, staff, and administrative users with questions and problems involving basic equipment, operating systems, software applications, and technology services. Provide onsite, remote, and telephone support and assist with service-desk or hotline coverage as assigned. Document support requests, troubleshooting activities, resolutions, and referrals in designated systems. Resolve routine issues within established procedures and escalate or refer complex problems to senior consultants, network, systems, security, audiovisual, or other specialized teams. Communicate clearly with users regarding status, next steps, service expectations, and resolution. Workstation, Printer, and Device Support Assist with ongoing support of campus computing environments, including computer user rooms, offices, shared spaces, and other supported locations. Provide workstation technical support and basic troubleshooting for network printers, multifunction devices, peripherals, and standard software. Assist with computer, device, software, and peripheral setup, installation, configuration, replacement, and routine maintenance. Perform basic checks of network and wireless connectivity and escalate infrastructure issues when appropriate. Support technology moves, deployments, refreshes, inventory activities, and other service projects as assigned. Account and Access Support Provide user-account management assistance, including account creation, password resets, and account deletion within assigned authority and procedures. Assist users with basic access, authentication, and account-related problems. Follow established identity, access, privacy, and security procedures and refer exceptions or concerns to the appropriate team. Training, Documentation, and Procedures Assist in training users, student consultants, or temporary workers on supported hardware, software, and service procedures. Conduct hands-on training sessions or instructional classes for students, faculty, and staff as assigned. Assist in developing and updating user procedures, security procedures, knowledge articles, checklists, and support documentation. Assist in establishing and maintaining software and documentation libraries. Stay informed of new developments and technologies relevant to assigned support responsibilities. Service Coordination Work collaboratively with senior consultants and other Viterbi Technology Services teams to resolve issues and maintain consistent support services. Coordinate with vendors, facilities, and university partners when directed. Participate in incident response, service restoration, scheduled maintenance, and emergency support activities as assigned. May provide limited work direction or training to student or temporary workers. This position does not have regular formal supervisory responsibility. PREFERRED QUALIFICATIONS Bachelor's degree required; bachelor's degree in information technology, computer science, information systems, or a related field preferred. Combined experience and education may substitute for the minimum education. One year of directly related computer-support experience required; two years preferred. Familiarity with one or more operating systems required. Knowledge of computing environments and additional knowledge of networks, workstations, wireless communications, security software, and procedures preferred. Experience supporting standard computer hardware, software, printers, multifunction devices, peripherals, accounts, and basic connectivity issues preferred. Strong customer service, communication, troubleshooting, documentation, organization, teamwork, and time management skills. Ability to follow established procedures, manage multiple requests, recognize escalation needs, and work effectively in an onsite campus support environment. ADDITIONAL INFORMATION Work Modality This position is designated as onsite and is expected to work onsite five days per week on the USC campus. The specific work location and schedule will be determined by the supervisor based on service coverage and organizational needs. Evening, weekend, on-call, or additional hours may be required to support installations, maintenance, projects, incidents, emergencies, and peak operational periods. Due to the position’s essential onsite functions, it is not eligible for a hybrid or remote work arrangement. Compensation The annual base salary range for this position is $27.65 - $32.46/hour. When extending an offer of employment, the University of Southern California considers factors such as scope of responsibilities, work experience, education and training, skills, internal equity, and market conditions. Disclaimer This description outlines the general nature and level of work performed and is not an exhaustive list of all duties, responsibilities, or skills required. Management may assign or reassign duties to respond to organizational priorities and evolving needs. USC reserves the right to add or change duties at any time. 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. USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying. We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law. Notice of Non-discrimination Employment Equity Read USC’s Clery Act Annual Security Report USC is a smoke-free environment Digital Accessibility If you are a current USC employee, please apply to this USC job posting in Workday by copying and pasting this link into your browser: https://wd5.myworkday.com/usc/d/inst/1$9925/9925$156094.htmld