IT Support Specialist

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

IT Support Specialist

Job Profile Title

Information Technology Support Specialist A

Job Description Summary

Within Penn Admissions, this position provides technology services involving hardware and software to staff, including but not limited to troubleshooting and resolving technical problems with computing hardware, peripherals, and software. Providing a sense of collective care with and for colleagues, this position interacts daily with individuals who possess a range of technology expertise and delivers meaningful clarity to staff while exercising independent judgment in determining how to best meet their technology needs. By embracing strategic boldness, this role participates in the testing and evaluation of new technology while engaging in cross-campus user groups. This position also creates and maintains associated documentation.

Job Description

Job Responsibilities

• Maintain hardware and software, including desktop applications, operating system, etc.; maintenance and support including imaging and deployment of patches and updates.
• Provide deskside and remote computing support to staff.
• Troubleshooting and resolving hardware, OS, and software issues.
• Providing A/V and computing support for on-site and remote sessions and meetings.
• Provide computing peripherals maintenance and support.
• Maintaining, auditing, and documenting accounts and groups, security compliance, and inventory. Assist in maintaining documentation of technical policies and procedures.
• Assist with configuration, implementation, and troubleshooting and resolution of complex technical problems for personal computers, laptops, mobile technology, and peripherals. Configure hardware and software; centrally manage and update systems. Ensure all referenced equipment meets Penn’s security standards.
• Maintain, audit, and keep accurate records of inventory. Document technical procedures, training and support materials, and maintain knowledgebase of best practices and processes.
• Provide hands-on technical support and assistance to staff for office productivity and network applications (email, web, desktop productivity, etc). Front line responder to technical service tickets.
• Perform work on special projects related to technology initiatives as needed.
• Keep abreast of current technology; maintain expert knowledge of Penn’s supported hardware and software.

Qualifications

• Bachelor of Science and 0 to 1 year of experience or equivalent combination of education and experience is required.
• Technical knowledge of PC and peripheral hardware, and Microsoft Windows is required; technical knowledge of MacBooks and MacOS is beneficial.
• Experience with popular web browsers and Microsoft Office is expected; familiarity with SharePoint site management is a plus. Familiarity with basic networking concepts and scripting are beneficial, and experience with A/V and conference equipment is highly desirable.
• Excellent customer service orientation and strong interpersonal and communication skills are required.
• Must be capable of supporting clients with a wide range of technical abilities and comfort levels.
• Discretion in handling confidential information and ability to make sound professional judgments required.
• Good troubleshooting skills are crucial with the ability to independently resolve technical issues.
• Must be detail oriented and resourceful in solving issues while also able to follow specific guidelines when required, all while maintaining security recommendations and best practices.
• Must be able to work under pressure, prioritizing multiple tasks and finishing work within stated time frames.
• Must be able to work both independently as well as part of a team.
• This position will occasionally require availability outside the normal work day or work week.
  

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