IT Support Specialist - University of Pennsylvania

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.




Application Requirement

+ A Cover Letter and Resume/CV are required to be considered for this position. Please upload your Cover Letter where it asks you to upload your Resume/CV; multiple documents are allowed.








Job Location - City, State

Philadelphia, Pennsylvania





Department / School

Provost's Center





Pay Range

$43,888.00 - $57,000.00 Annual Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.




Affirmative Action Statement Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.




Special Requirements Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.




University Benefits

+ Health, Life, and Flexible Spending Accounts : Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

+ Tuition : Take advantage of Penn's exceptional tuition benefits . You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

+ Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.

+ Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.

+ Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.

+ Wellness and Work-life Resources : Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.

+ Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.

+ University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.

+ Discounts and Special Services : From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.

+ Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.

+ Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.

+ Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.




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To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay



The University of Pennsylvania's special character is reflected in the diversity of the Penn community. We seek talented faculty and staff who will constitute a vibrant community that draws on the strength that comes with a substantive institutional commitment to diversity along dimensions of race, ethnicity, gender, sexual orientation, age, religion, disability, veteran status, interests, perspectives, and socioeconomic status. Grounded in equal opportunity, nondiscrimination, and affirmative action, Penn's robust commitment to diversity is fundamental to the University's mission of advancing knowledge, educating leaders for all sectors of society, and public service. The University of Pennsylvania prohibits unlawful discrimination based on race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.