Desktop Support, Lead - IS Client Svcs - Full Time 8 Hour Rotating Shift (Non-Exempt) (Non-Union) Job Listing at Keck Medicine of USC in Los Angeles, CA (Job ID 78096271344)

Description

The Desktop Support Technician, Lead, directs and enhances desktop support operations at the USC Health Sciences campus. This role involves leading a team in delivering expert support for operating systems, office productivity software, network connectivity, and clinical application software. The Lead Technician manages complex installations, upgrades, and repairs of PCs and related hardware, while implementing best practices and driving continuous improvement. Additionally, this position mentors' junior staff, handles high-level technical escalations, and collaborates with other IT departments to ensure efficient and effective support services.

Essential Duties:

• Responsible for overseeing the day-to-day operations of the desktop support team, ensuring timely and effective resolution of technical issues across the USC Health Sciences campus. This role is accountable for:
• Directing and mentoring a team of desktop support technicians, fostering a culture of continuous learning and professional development.
• Managing workload distribution, ensuring that all support requests are prioritized and addressed according to established service level agreements (SLAs).
• Acting as the primary point of contact for complex technical issues that require advanced troubleshooting and resolution.
• Providing guidance and support for challenging incidents, ensuring that escalations are resolved efficiently and effectively.
• Coordinating with other IT departments to resolve cross-functional issues and enhance overall IT service delivery.
• Identifying opportunities to improve desktop support processes, workflows, and tools, and implementing best practices to enhance service quality and efficiency.
• Developing and maintaining comprehensive documentation for support procedures, configurations, and troubleshooting guides.
• Leading desktop support-related projects, including system upgrades, software deployments, and hardware installations.
• Ensuring that projects are completed on time, within scope, and in alignment with organizational goals.
• Collaborating with IT leadership, clinical departments, and other stakeholders to understand their needs and provide tailored support solutions.
• Communicating technical information to non-technical users in a clear and accessible manner.
• Tracking and analyzing key performance metrics for the desktop support team, identifying trends, and making data-driven recommendations for improvement.
• Preparing regular reports on team performance, incident resolution times, and customer satisfaction levels for IT leadership.
• Staying current with emerging technologies, industry trends, and best practices in desktop support.
• Encouraging team members to pursue professional development opportunities and certifications.
• Overseeing the use of the Kronos system for tracking time and attendance of the desktop support team. Ensuring accurate and timely recording of work hours, approving time-off requests, and resolving any discrepancies in timekeeping.
• Other duties as assigned.

Required Qualifications:

• Req Bachelor's Degree Degree in Computer Science or related field OR
• Req Associate's Degree With 6 years' experience plus relevant certification (such as CompTIA A+, Microsoft Certified IT Professional, or similar)

• In lieu of degree, must have additional relevant certifications (such as CompTIA A+, Microsoft Certified IT Professional, or similar) and at least 10 years of experience in a senior or lead desktop support role.

• Req 6 years Hands-on experience in senior desktop support, with a proven track record of handling complex technical issues and leading support teams.
• Req Experience in a leadership or supervisory role, including mentoring and training junior staff, managing technical escalations, and overseeing desktop support operations.
• Req Experience in managing or leading technical projects, such as software deployments, system upgrades, and process improvements.

• Req In-depth knowledge of operating systems (Windows, macOS), office productivity software, network connectivity, and clinical application software.
• Req Proficiency in advanced troubleshooting, installations, upgrades, and repairs of PCs and related hardware.
• Req Extensive experience with desktop management tools and technologies, such as SCCM, Intune, or similar systems for software distribution, patch management, and system monitoring.
• Req Knowledge of IT best practices and methodologies for enhancing desktop support operations and driving continuous improvement. Ability to develop and implement efficient support processes and workflows.
• Req Strong leadership, communication, and interpersonal skills. Ability to handle high-pressure situations, manage multiple priorities, and foster a collaborative team environment.
• Req Understanding of industry standards and emerging trends in desktop support and IT service management.

Preferred Qualifications:

Required Licenses/Certifications:

• Req 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 $33.00 - $54.02. 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.

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