Service Agent I - IS Client Services

TL;DR

Service Agent I (IS Client Services): Supporting end-users at Keck Medicine hospitals and clinics with hardware, software, network, and clinical application issues with an accent on diagnostics, ticket management, and user account provisioning. Focus on resolving routine problems, software installations via SCCM, and providing remote support using GoToAssist.

Los Angeles, CA - Health Sciences Campus

Hourly rate: $25.00 - $39.69

Company

Medical institution affiliated with the University of Southern California providing healthcare services.

What you will do

• Act as first point of contact for IT issues via phone, email, voicemail, or in-person, prioritizing and triaging requests.
• Diagnose and resolve user problems with clinical software, OS, productivity tools, network, and WiFi.
• Create and manage tickets in Footprints system, following escalation procedures and SLAs.
• Provision user accounts in Active Directory, install software via SCCM, and provide remote support with GoToAssist.
• Configure email on mobile devices, perform basic training on Microsoft apps, and assist with hardware setup.
• Collaborate with IT team, recommend process improvements, and escalate complex issues to leadership.

Requirements

• High school diploma or equivalent.
• 3+ years IT experience, including 2+ years in desktop/service desk support.
• Excellent customer service, verbal, and written communication skills.
• Ability to triage, track tickets per SLA, and follow escalation procedures.
• Quick learner, adaptable, able to work independently or in a team.
• Proficiency in end-user support, diagnostics, Active Directory, software installs, and PC maintenance.

Nice to have

• Associate's degree in a related field.

Culture & Benefits

• Full-time rotating 8-hour shifts.
• Non-exempt, non-union position.
• Equal opportunity employer with accommodations for disabilities.
• Fire Life Safety Training required (LA City).