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.

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 A/B

Job Profile Title
Information Technology Support Specialist A

Job Description Summary

ITSS A: The College House ITSS supervises and provides technical support for CHAS Technology student staff in assigned College House tech areas. Assists CHAS Technology supervisors on special projects, including the oversight and completion of tasks related to ongoing initiatives and deployments.  Develops training and documentation for the student employees in order to assure their technical competence and commitment to work goals. Diagnoses and resolves complex technical problems with PC and Mac computer hardware, mobile devices, and network services. Operates the College House Computing daytime helpdesk. Maintains working knowledge of Penn's supported software. Responsible for overseeing assigned administrative tasks, including email account provisioning and list management, ISC liaison for security, and other assigned tasks/committees as needed. Participates in ISC network pilot programs. Serves as an advocate in Unive¬rsity-wide discussions for residential student computing needs. 

ITSS B: Carries out all of the responsibilities above and is expected to independently complete tasks with minimal direction and supervision.

Job Description

Summary: Provides technology services, involving hardware and/or software, to users. This may include: desktop, mobile devices, servers, classroom and/or research technology, software and systems. Interacts daily with individuals with a variety of technology expertise, exercising independent judgment in determining how to best meet their needs. Participates in the testing and evaluation of new technology. Participates in and may serve as a liaison between the department and user groups and other campus computing support. May develop and deliver instructional programs and prepare instructional resources in support of end-users.

Duties:

1. ITSS A: Oversee the CHAS Technology support program in assigned College House Tech Areas to ensure that CHAS student employees effectively respond to the service requests of House residents, particularly during peak or critical times (e.g. move-in, or finals). Supervise and provide technical guidance to student employees; meet regularly with student managers; provide direct technical support to College House residents whose service needs exceed the student employee skill level.  Collaborate with other CHAS ITSS colleagues on student employee hiring. Provide rotating evening on-call support and may be assigned to work occasional evening shifts throughout the semester.   ITSS B: Responsible for above but independently completes under limited supervision and direction.
2. ITSS A: Communicate with ISC for the purpose of troubleshooting and resolving wireless and wired network problems for Penn student residents.  Respond to and resolve (or supervise student employee resolution of) DMCA copyright or security notices from ISC Information Security. ITSS B: Responsible for above but independently completes under limited supervision and direction.
3. ITSS A: Collaborate in planning Fall training for CHAS Tech student employees; design classroom & online training materials; instruct student employees. Provide input for analysis of technical issues & training needs. Participate in planning / implementation of computing policies (and related educational efforts) in College Houses. Design and/or support tech. related programs in the houses to support the CHAS academic mission. Provide Staff Development programs for student employees. ITSS B: Responsible for above but independently completes under limited supervision and direction.
4. ITSS A: Responsible for overseeing assigned administrative tasks, e.g. email account provisioning and list management, ISC liaison for security, and other assigned tasks/committees as needed.  ITSS B: Same as above.
5. ITSS A: Responsible for assisting CHAS Technology on special projects, including the oversight and completion of tasks related to ongoing initiatives and deployments.  Examples include the oversight/management of software module implementations, vendor coordination, and researching/implementing solutions to identified needs/issues. ITSS B: Responsible for above but independently completes under limited supervision and direction.
6. ITSS A: Provide second level support for full-time staff in CHAS Central and the 12 House offices. Diagnose and resolve complex technical problems with computing hardware, software, and network services for computers with Windows and MAC OS operating systems, MS Office, Adobe products, and other Penn-supported software. Assist with other projects and other ad-hoc needs within the CHAS Technology department as needed. Assist with monitoring and addressing incoming support requests and ticket queues.  Provide second tier support for Summer Conference College House guests. ITSS B: Responsible for above but independently completes under limited supervision and direction.
7. Participate in ISC product evaluation teams and pilot programs. Evaluate, integrate and recommend new products and technologies for CHAS staff. Ensure Penn Privacy and data compliance standards/policies and CHAS asset management policies are always followed and any issues are reported to supervisor. ITSS B: Same as above.
8. Perform other duties as assigned.

Qualifications:

ITSS A: A Bachelor's Degree in a technical area or technical training equivalent and some technical support experience or equivalent combination of education and experience is required. Demonstrated knowledge and skill supporting MacOS and Windows desktop computers, printers, scanners, AV equipment and a wide variety of software applications required. Strong problem-solving abilities are required. Experience in an academic computing environment preferred. Experience with Penn s supported applications and networking a plus. Strong technical writing and excellent communication and customer service skills are required. Experience preparing documentation and performing personal training are highly desirable. Ability to coordinate and lead effectively. Ability to simultaneously manage multiple assignments of varying durations. Demonstrated excellent organizational skills and attention to fine details. Ability to work independently and as part of a team.

ITSS B: Same qualifications as above and a Bachelor’s degree and a minimum of 1 plus years of technical support experience or equivalent combination of education and experience is required

Working Conditions
Office, Library, Computer Room

Alternative work schedules
On-call

Physical Effort
Typically sitting at a desk or table; Occasional lifting 25 lb. or less, typically standing or walking, occasional lifting 25-50 pounds

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
College Houses and Academic Services

Pay Range
$36,401.00 - $91,232.00

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.