Computer Services Consultant II

About this role

As the USC Annenberg School for Communication and Journalism embarks upon a new era of excellence in digital media communication and education, we are searching for an enthusiastic IT “support-generalist” to join our dynamic and collaborative Information Technology team. You will be asked to serve in a wide range of exciting Information Technology support services – which includes supporting our faculty in leveraging state-of-the-art instructional technologies, supporting dynamic academic events and special programs, providing general Information Technology and Audio-Visual support, and serving as a “customer service generalist” and department “ambassador” to a range of stakeholders.   This full-time, benefits-eligible position reports to the Technology Services Manager for the Technical Services and Operations Department and works closely with faculty, staff and students. This role requires a collaborative approach to customer service while contributing to a strong, team-oriented work environment.  This is a morning/afternoon position, with hours from 7:30 a.m. – 4:00 p.m. Monday– Friday.

Key Responsibilities • Provide general software, hardware and technical support for students, faculty, and staff from our dedicated on-site helpdesk. • Provide a wide range of Tier 1 and Tier 2 Information Technology and Audio-Visual support services for Faculty, Students and Staff. • Support the utilization of our technology enhanced learning spaces (fully networked AMX and Extron based ecosystem with additionally integrated IP based collaboration, presentation, distribution and recording technologies). • Conceptualization and development of knowledge center documents, and training materials, including screengrabs, workflow diagrams, and checklists (quick reference guides). • Support computer imaging, back-ups, restoration, software installation, and diagnostic/troubleshooting efforts. • Printer, Scanner, Multi-function Support. • User VOIP phone support.  • Conduct research on new and emerging technologies. Make recommendations and generate reports as needed. • Assist with management and creation of user accounts; and evangelize and enforce IT security policies. • Provide in-person, real-time, audio-visual (multimedia production) system operation and event execution support (mix audio, switch cameras, manage playback and streaming solutions, mic guests, direct and support technical productions and event streaming.   • Assist with supervising student workers and office security procedures (opening and closing). • Assist with equipment management, distribution, collection, documentation and inventorying. • Provide exceptional customer service with a genuine enthusiasm for embracing and evangelizing new technologies, automation, and practices. • Learn, grow, innovate, and refine skillsets – continually.

Required Knowledge/Skills: • Experience with, and knowledge of, edge and peripheral device support and general computer helpdesk technologies, workflows, and support. • Fluent in both Windows PC and Apple Mac operating systems and computing environments. • Fluent in Microsoft Office 365, including Outlook, SharePoint, Teams, Word, and Excel. • Strong verbal and written communication skills. • Ability to identify and troubleshoot personal computer hardware issues. • Fluent in computer imaging technology and workflow. • Fluent in Windows Active Directory Services. • Ability to use, troubleshoot, and support Audio-Visual Technologies. • Ability to physically setup, wire, install, replace, and re-work hardware installations including basic servers, desktops, audio visual components, and new technologies. • Ability to explain technical concepts to non-technical people in a positive, patient and friendly manner. • Ability to troubleshoot IT problems remotely via IP support technologies or phone when required. • Ability to work efficiently on simultaneous projects (fixes), manage time within a fast-paced academic environment, and troubleshoot technologies in a “live production/class” environment.  • Ability to troubleshoot and quickly learn and support new software and solutions. • Ability to use and support issue tracking, service ticketing, and asset management databases. • Be receptive to critical feedback. • Flexibility in work scheduling is required. May include some evenings and weekends. • Comfortable working with Macs, PCs, and mobile devices in a platform-agnostic, innovative, “BYOD” environment. • Willingness to grow, learn, and adapt to new technologies and related opportunities.

Bonus Skills: • Experience with live production, audio mixing consoles, switchers, and camera controls • Experience with AMX and Extron Control Technologies • Experience with Tri-Caster Technologies • Experience with Adobe Creative Cloud • Experience with multimedia post-production

Minimum Qualifications: • Bachelor’s Degree in Computer Science, Media Production, Design or related field. Associates degree, technical certifications and combined education/experience can substitute for minimum education. • Masters degree preferred. • Minimum of three (3) years related professional experience.

Compensation The hourly rate range for this position is $ 37 - $39. 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.

Additional Information: Job openings are posted for a minimum of (5) five business 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 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regar

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