Desktop Analyst II - IS Infrastructure - Full Time 8 Hour Days Non-Exempt Non-Union

The Desktop Analyst II is a key member of the Endpoint Engineering team responsible for providing advanced remote support for Kecks physical and virtual endpoints (VDI). This position involves more complex problemsolving managing escalated issues and enhancing Endpoint Engineering services using advanced tools such as SCCM Big Fix and InTune. The Desktop Analyst II will leverage a deeper knowledge of Kecks end user environment and IT services to deliver superior customer support and contribute to strategic IT initiatives.

Essential Duties:

• Provide highlevel remote technical support for complex issues or requests applying advanced problem resolution skills across integrated platforms systems processes and departments. Resolve escalated issues and ensure comprehensive solutions are delivered.
• Develop review and maintain detailed documentation and guides for other IT teams and end users. Create and update knowledge base articles and training materials to reflect advanced technical procedures and solutions.
• Lead and mentor Desktop Support and Service Desk teams on complex and escalated issues. Act as the primary point of contact for highpriority escalations and provide expert guidance to resolve critical problems.
• Spearhead and contribute to the development and implementation of advanced team initiatives related to Endpoint Engineering technologies such as MDT SCCM Intune JAMF and Citrix XenApp/XenDesktop. Ensure alignment with organizational goals and industry best practices.
• Ensure the enterprise operations environment is maintained to the highest standards. Develop and implement best practices for maintaining system availability performance and security.
• Achieve and maintain a comprehensive understanding of Keck Medicine of USCs enterprise applications and services. Provide expertise in managing and supporting complex systems and contribute to the continuous improvement of Endpoint Engineering services.
• or significantly contribute to assigned projects working independently or as part of a team. Manage project timelines deliverables and resources effectively ensuring successful implementation of new technologies and solutions.
• Provide offhour oncall support for critical issues using advanced expertise and independent judgment to rapidly restore service and minimize disruption. Ensure effective communication and coordination during highimpact incidents.
• Actively participate in multidisciplinary team meetings particularly regarding planning and implementation related to patient care. Facilitate communication and problemsolving to support case management and social services initiatives.
• Perform other duties as assigned demonstrating flexibility and the ability to adapt to evolving organizational needs and priorities.
• Other duties as assigned.

Required Qualifications:

• Req Bachelors Degree Degree in Information Technology Computer Science or a related field.

• If no Bachelors Degree must have High School Diploma and meet the minimum experience with relevant certifications (such as CompTIA A Microsoft Certified Desktop Support Technician or similar).

• Req 5 years Handson experience in desktop support endpoint management or a related technical role. This includes experience in troubleshooting and resolving complex technical issues.
• Req Experience with advanced support tools such as SCCM (System Center Configuration Manager) Big Fix and InTune is essential.
• Req Experience in participating in or leading technical projects including software deployments system upgrades and technology rollouts.
• Req Experience in providing highlevel support and managing customer relationships. This includes resolving escalated issues and maintaining high customer satisfaction.
• Req Experience in generating reports on system performance support metrics and service improvements.

• Req Advanced troubleshooting skills for both physical and virtual endpoints. Strong knowledge of operating systems (Windows macOS Linux) and common desktop applications.
• Req Indepth understanding of endpoint management tools such as SCCM Big Fix and InTune including their configuration and use for software distribution patch management and system monitoring.
• Req Knowledge of networking fundamentals (TCP/IP DNS DHCP) and how they relate to endpoint support.
• Req Understanding of security best practices and how they apply to endpoint management and user support.
• Req Ability to create and maintain detailed documentation of technical procedures support tickets and incident reports.
• Req Strong analytical and problemsolving skills with the ability to handle complex and highpressure situations effectively.
• Req Excellent communication skills both written and verbal for interacting with endusers IT teams and other stakeholders.

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)

USC is an equal opportunity 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 observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance and with due consideration for patient and student safety. Please refer to theBackground Screening Policy Appendix Dfor specific employment screen implications for the position for which you are applying.

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 ator by email at. Inquiries will be treated as confidential to the extent permitted by law.

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