Desktop Analyst – IS Client Services – Full Time 8 Rotating Days (Non-Exempt) (Non-Union) – (Los Angeles, California, United States)

The Desktop Analyst is a member of the Endpoint Engineering team who is responsible for remote support to Keck’s physical and virtual endpoints (VDI). This position remotely installs software, troubleshoots endpoints, and delivers other Endpoint Engineering services through remote capabilities such as SCCM, Big Fix, and InTune in order to improve the customer experience. Acquires and applies maturing knowledge of Keck end user environment and, the services delivered by the IT organization. Participates in the development and implementation of team initiatives. Resolves issues and identifies appropriate issues for escalation. Works with office staff to assist with related technologies and guides interactions with Keck IS services. Applies learned skills to perform problem resolution across integrated platforms, systems, processes and departments. Supports the mission, vision, values and strategic goals of Keck Health.

Essential Duties:

  • Provide remote technical assistance for issues or requests by applying learned skills to perform problem resolution across integrated platforms, systems, processes and departments.
  • Create and maintain documentation and guides for other IT teams and end users.
  • Assisting Desktop Support and Service Desk on escalated issues.
  • Participates in the development and implementation of team initiatives related to Endpoint Engineering technologies such as MDT, SCCM, Intune, JAMF and Citrix XenApp/XenDesktop.
  • Follows the processes and maintains appropriately available enterprise operations environment.
  • Develops a high level of understanding of the Keck Medicine of USC enterprise applications and services environments that Desktop Engineering are responsible for.
  • Will work on assigned projects both independently and as part of a team.
  • Provide off-hour on-call support for issues; apply expertise and independent judgment in order to rapidly restore service.
  • Participate in multidisciplinary team meetings regarding the planning and implementation of patient care; facilitate communication and problem solving related to case management and social services.
  • Other duties as assigned.

Required Qualifications:

  • High school or equivalent
  • Bachelor’s degree in Science in Computer Science, Information Systems, Computer Engineering, or related field
  • 2 years Relevant business support and/or information technology support experience * IF NO BACHELOR DEGREE: ◦ 6 years of relevant experience may be substitute for degree.
  • Advanced knowledge of desktop systems administration, Windows OS and System Center, antivirus and encryption, VDI, Citrix, printers, scanners and other peripherals.
  • Requires a professional approach in all situations.
  • Organization/time management skills.
  • Must demonstrate excellent customer service and communication skills.

Preferred Qualifications:

  • Certification – Job Relevant A+, MCP, Dell.

Required Licenses/Certifications:

  • 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)


The hourly rate range for this position is $29.00 – $45.20. 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.

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