Learning Environments Support Analyst

The University of Southern California’s (USC’s) Information Technology Services is seeking a talented Learning Environments Support Analyst with an exceptional commitment to service excellence to join its team. As the Learning Environments Support Analyst, you will be an integral member of the Learning Environments team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.

THE TEAM

The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential. We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

MINIMUM REQUIREMENTS:

The candidate for the position of Learning Environments Support must meet the following qualifications:

• Bachelor’s degree in a relevant field such as computer information systems, etc., or equivalent combination of education, training, and experience.
• Two years of experience in information technology, customer service, or higher education.
• Experience providing AV technical support in an operational environment.
• Ability to assess problems and manage shifting priorities.
• Experience with customer-issue ticketing systems.
• Excellent collaboration, communication, and technical documentation skills with experience presenting ideas and solutions in non-technical, business-friendly terms. Ability to develop positive working relationships and strong rapport with team members.

PREFERRED QUALIFICATIONS:

The ideal candidate for the position of Learning Environments Support has the following qualifications:

• Bachelor’s degree in a relevant field such as computer information systems, etc., or equivalent combination of education, training, and experience.
• Minimum of four years of Experience in IT, customer service, higher education, or related fields.
• Experience supervising student employees.
• AVIXA Certified Technology Specialist (CTS) certification.
• Experience with ServiceNow.

THE WORK YOU WILL DO:

The Learning Environments Support provides specialized technical and customer service support for faculty, staff, and students in general use classrooms and computer labs at both the University Park (UPC) and Health Sciences (HSC) campuses. Identifies, diagnoses, tests and resolves issues with audiovisual technologies. Provides consultative services on the use of multimedia hardware and software. Contributes to innovative solutions and customer service that supports the university’s operational effectiveness. Demonstrates ITS values in action.

The Learning Environments Support:

• Manages classroom and computer lab technologies and learning spaces, responding promptly, in person and by phone or email, when issues arise. Follows customer response and ticketing standards, ensuring all incidents and support requests are documented according to ITS procedures. Designs, writes, and edits technical user documentation, and documents metrics and outcomes to inform planning and anticipate future business needs.
• Maintains and troubleshoots computer and AV equipment, devices, and systems (e.g., distribution amplifiers, assisted listening systems), performing root cause analysis to discern when escalation or routing other teams is needed. Provides clear first- and second-level guidance to technical and non-technical users, identifying opportunities to improve service delivery processes and procedures. Maintains inventory of all equipment, deploying and maintaining specific configurations and application sets on desktop computers and loaner laptops in ITS-managed spaces.
• Develops and executes recommended procedures for problem prevention. Provides consistent and best-in-class customer experiences, identifying needs, resolving issues, and sharing timely information with customers and team members. Supervises part-time student staff to ensure timely and effective service delivery in all customer locations. Builds and maintains collaborative relationships with team members and ITS leaders.
• Actively embodies ITS values and behaviors (e.g., accountability, customer service). Contributes to a culture of trust and transparency by sharing information broadly, openly, and deliberately.
• Supports the vision for AVIT and learning environments, leveraging the latest industry knowledge to facilitate continuous improvements, support deployment of new technologies, and develop training opportunities.
• Actively drive the process of embedding ITS values and behaviors. Leads by example, demonstrating ethics and high accountability to create a culture of trust and transparency.
• Fosters an inclusive environment that values team member differences, creating a sense of belonging and appreciation.
• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

Come join the USC ITS team and work as a trusted partner in shaping an environment of innovation and excellence. Apply today!

The annual base salary range for this position is $42/hr to $44/hr. 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

Minimum Education:

Bachelor’s degree

Combined experience/education as substitute for minimum education

Minimum Work Experience:

2 years

Combined experience/education as substitute for minimum work experience

Minimum Field Expertise:

Experience providing AV technical support in an operational environment.

Ability to assess problems and manage shifting priorities.

Experience with customer-issue ticketing systems.

Excellent collaboration, communication, and technical documentation skills with experience presenting ideas and solutions in non-technical, business-friendly terms. Ability to develop positive working relationships and strong rapport with team members.

USC is an equal opportunity, affirmative action 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 will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring ordinance. 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 [email protected]. Inquiries will be treated as confidential to the extent permitted by law.

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