Desktop Support

FIELDGLASS COMMENTS SECTION – Required Information (DO NOT Include in Resume):When submitting a candidate, please ensure the following details are provided: ? Candidate’s Location: Specify city and state (mandatory). ? Skillset Alignment: Briefly summarize how the candidate’s experience and skills align with the role’s requirements. ? Requested Time Off: Include any pre-planned time off (e.g., vacations). ? Work Authorization Status: Clearly state if the candidate is authorized to work in the U.S.Note: The IS Department cannot consider candidates requiring sponsorship. ? Pacific Time Zone Availability: Confirm if the candidate is comfortable working Pacific Time Zone hours, regardless of location.· ? The hiring manager has been actively searching for candidates on LinkedIn. If the LinkedIn profile is not updated, make sure to note how their experience fits the role in the submittal summary. Also, USC’s most recent request is to include the LinkedIn profile in the submittal comments in Fieldglass.USC Medical Enterprise IS Department – Resume Expectations: Resumes must be professional and error-free—submissions with grammar, spelling, font inconsistencies, or misaligned bullet points will not be considered. Verb tense consistency is crucial (use past tense for completed work, present tense for ongoing responsibilities). Do not include the company logo or name in the resume title or document.Work History:The IS department places strong emphasis on the continuity of a candidate’s work history, particularly the number of positions held at various companies over a two-year period. Specifically, having four or more job changes within this span or any extended unemployment exceeding three months may be a concern.Remote Work and Onsite Expectations for This Role:Remote OK - must reside within 50-100 miles of USC Occasional onsite requirements may include HR orientation, equipment pickup, pre-employment health appointments, annual team events, go-lives, or other manager-assigned instances. Flexible travel expectations, typically requiring onsite presence 2-4 days per year for most remote team members.Communication:We require strong candidates capable of effective communication in meetings and with stakeholders. Please ensure candidates are vetted for their communication skills. Working Job Title: Service Desk Agent I Number of needs: 1 Duration of Assignment: Contract to Hire Salary Rate: $25/hr - $27/hr (Non-Exempt) - Mark - UP 40 % - Max Bill Rate: $37.80 Work hours: 8-5 2 -3 steps Video/ Teams interview process Dress code: Business CasualSummary:The Service Desk Agent is responsible for supporting inbound tickets and phone calls to clients and triage needs to higher level engineers as required. This role will provide Tier 2 level support, including level 1 escalations for workstations, servers, virtualization, printers, networks, and vendor specific hardware and software. This position is also responsible for supporting the end user community at the Keck Medicine of USC hospitals and clinic locations. This position will provide support for all users experiencing problems with the clinical application software suite, various operating systems, business productivity software, network and Wi-Fi connectivity and other computer related technology. Minimum Education:High School Diploma requiredAssociate’s Degree in a related field is preferred.MUST HAVES- Healthcare experience is required- No flexibility - Availability for 3rd shift: 11:00 PM – 7:30 AM. Training will be on the day shift (Monday – Friday, 8:00 AM – 4:30 PM) for at least the first few weeks.- IT experience: Minimum of 3 years in IT, with at least 2 years in Service Desk Support.- Call center experience: Proven experience handling daily tickets (30+ per day).- Customer service skills: Excellent written and verbal communication; able to triage, track, and monitor ticket progress per SLA, following escalation procedures. Must demonstrate the ability to learn quickly, adapt to changing environments, and take on additional responsibilities as needed.-Teamwork and independence: Ability to work both independently and collaboratively, with strong follow-up to ensure successful completion of assigned tasks.- Technical duties: Provide end-user support, quickly analyze and diagnose application/system issues, create and update user accounts in Active Directory and other systems, perform software installations, maintain PCs, and communicate effectively regarding planned and unplanned outages. Accountabilities: Act as the point of contact for all IT related issues. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Demonstrate excellent verbal and written communication skills. Quickly analyze, diagnose and resolve user support issues. Research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff. Creating and updating tickets via Footprints ticketing system according to specified priority levels. Follows USC Health Sciences IT problem and ticket tracking procedures. Provides User Account provisioning services, as required by creating and updating user accounts via Active Directory. Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via GoToAssist, and SCCM. Provide basic in-house training to Microsoft application suite; Setup and configuring email for multi-platform mobile devices. Assists in the acquisition and installation of personal computers, servers, software, peripheral devices and other necessary equipment. Works collaboratively with other USC Health Sciences IT team members to resolve system problems in a timely fashion. Provide technical and troubleshooting assistance to USC Health Sciences Campus end users, as required. Escalate priority and unresolved issues to leadership in order to resolve quickly and efficiently. Provide superior customer service, training and support to USC Health Sciences Campus end users, as required. Identify and recommend ways to improve processes to USC Health Science’s IT Client Services Team. Adhere to USC Health Science’s IT processes and practices. Ability to assist with training, documenting and provide guidance to IT staff as needed & oversight for global tickets. Performs other duties as assignedMedical Enterprise - Non-Clinical Onboarding - Must complete all onboarding requirements prior to the start date, with no exceptions.Medical Enterprise - Non-Clinical Onboarding Requirements:Background, Education, and EmploymentBackground Check: Social Security Trace: 7 years worked and lived found by SSN Trace County Criminal F&M: 7 years Federal Criminal: 7 years Widescreen Plus National Criminal Search National Sex Offender Registry Healthcare Sanctions – State OIG/SAMEducation: SEE JDEmployment: Verification of 3 Employers, with 2 out of 3 verifiedOther Requirements: HIPAA Training Application Temporary Worker Agreement Harassment & Discrimination PamphletMedical Requirements:Immunizations: MMR (Measles, Mumps, Rubella): Proof of immunity or series of 2 shots Varicella (Chickenpox): Proof of immunity or series of 2 shots Hepatitis B: Proof of immunity or series of 3 shots; worker can decline with a declination form on fileTB Test: Annual test required; results must be read within 24 to 48 hours Positive TB history requires chest x-ray resultsDrug Screen: Must be taken within 72 hours or the offer is rescinded. 10-panel drug test including: Amphetamines Barbiturates Benzodiazepines Cocaine metabolite Opiates (Codeine, Morphine) Hydrocodone Hydromorphone Oxycodone Phencyclidine Methadone PropoxypheneInfluenza Vaccination: Required for the current flu season (11/1 through 5/30) Workers starting after May 1st should wait until after September 1st for the next flu shot season Accepts signed personal/medical exemptionCOVID Vaccinations: Fully vaccinated with Covid-2024-25 Vaccine Accepts signed religious/medical exemptionNote: All items are billable except for the drug screen.Qualified Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act Enable Skills-Based Hiring No Working Job Titletry { var fgTooltip = new FG.Tooltip({ element: $('#cf_descz16090114353534332023901'), text: "Complete\x20this\x20field\x20if\x20the\x20job\x20title\x20varies\x20from\x20the\x20default."}).initialize();} catch(err) {} Service Desk Agent IMarkup Categorytry { var fgTooltip = new FG.Tooltip({ element: $('#cf_descz16090116584442947199901'), text: "Markup\x20Category\x20reflects\x20the\x20markup\x20percentage\x20that\x20is\x20used\x20for\x20a\x20job\x20title\x20regardless\x20of\x20how\x20the\x20job\x20is\x20classified\x20for\x20operational\x20purposes."}).initialize();} catch(err) {} ProfessionalShift Details/Expected Working Days and Hourstry { var fgTooltip = new FG.Tooltip({ element: $('#cf_descz16090112563429267705901'), text: "Provide\x20the\x20detail\x20regarding\x20the\x20day\x2Ftime\x20the\x20temporary\x20employee\x20will\x20be\x20expected\x20to\x20be\x20on\x20assignment.\x20\x20For\x20example,\x208am\x2D5pm\x20M\x2DF."}).initialize();} catch(err) {} SEE JDDress Code/Special Attiretry { var fgTooltip = new FG.Tooltip({ element: $('#cf_descz16090114571501403855901'), text: "Specify\x20the\x20dress\x20code\x2Fspecial\x20attire\x20expectations\x20for\x20this\x20request."}).initialize();} catch(err) {} SEE JDDoes this position require driving?try { var fgTooltip = new FG.Tooltip({ element: $('#cf_descz16090115001809423357901'), text: "Will\x20the\x20temporary\x20employee\x20be\x20required\x20to\x20drive\x20a\x20vehicle\x3F\x20\x20If\x20Yes,\x20the\x20Trojan\x20Talent\x20Source\x20team\x20will\x20validate\x20that\x20candidates\x20possess\x20the\x20appropriate\x20license."}).initialize();} catch(err) {} NoWill resource have direct patient contact?try { var fgTooltip = new FG.Tooltip({ element: $('#cf_descz16120216055984393401901'), text: "Resources\x20that\x20are\x20in\x20direct\x20contact\x20with\x20or\x20close\x20proximity\x20to\x20patients\x20require\x20additional\x20screening\x20\x28including\x20vaccinations,\x20physical\x20exam,\x20drug\x20test,\x20etc.\x29\x20before\x20the\x20worker\x20can\x20start"}).initialize();} catch(err) {} NoHIPAA training required?try { var fgTooltip = new FG.Tooltip({ element: $('#cf_descz16090115033171530109901'), text: "Does\x20the\x20temporary\x20employee\x20require\x20HIPAA\x20training\x3F"}).initialize();} catch(err) {} YesNearest Parking Locationtry { var fgTooltip = new FG.Tooltip({ element: $('#cf_descz16090115245922908500901'), text: "This\x20will\x20assist\x20the\x20temporary\x20employee\x20in\x20locating\x20the\x20appropriate\x20location\x20to\x20park\x20during\x20their\x20temporary\x20assignment."}).initialize();} catch(err) {} SEE JDWill job responsibilities include working directly with minors?try { var fgTooltip = new FG.Tooltip({ element: $('#cf_descz23070713052146287343923'), text: "USC\x20would\x20like\x20to\x20know\x20if\x20a\x20job\x20posted\x20includes\x20working\x20with\x20minors\x20since\x20Live\x20Scans\x20need\x20to\x20be\x20ran\x20if\x20so."}).initialize();} catch(err) {} No 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 7.25/hr.