IT Support Specialist A Penn Dental Medicine

Michigan, United States
12 Oct 2018
End of advertisement period
12 Dec 2018
Contract Type
Full Time

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.

School/Center Overview    

Established in 1878, Penn Dental Medicine is among the oldest university-affiliated dental schools in the nation. Penn Dental Medicine (PDM) is on a mission to provide the highest quality clinical and research environment for students while shaping the future of care. Join Penn Dental Medicine to live that mission every day by supporting the research and clinical needs of our patients, students, faculty, staff, and community. With PDM, not only can you maximize your career potential at an Ivy League Institution, but you can make a real difference in the lives of our patients and students.


Reporting to the IT Service Desk Manager, this position will: provide premier computing support and related services to PDM clients to meet clinical, teaching, research, and operational goals with an emphasis on triage and 1st tier services – escalating issues quickly and efficiently to minimize disruption of operational and teaching services. This individual will diagnose and resolve technical problems with computing hardware, software, and network services, and assume ongoing responsibility for specific services, and complete project work as assigned. Individual will follow ITIL Best Practices in service delivery. Additionally, this position will also be on-call for escalated requests occurring during non-business hours. Excellent interpersonal skills are required. This position shall cultivate, maintain, and manage positive working relationships with internal customers as well as other technical groups within the University and outside vendors. There are opportunities for professional growth and learning through projects applying technology to PDM’s ever-changing needs. Ideal candidate will have strong A/V and classroom technology support background.

Diagnose and resolve technical problems with computing hardware, software, and network services. As a member of the Service Desk team, provide 1st tier computing support and related services to PDM clients in a timely manner (with a focus on classroom technologies support). Provide consultation regarding IT applications relevant to departmental needs; serve as client advocate within PDM IT 

Maintain a high-level of management and technical skills by utilizing internal and external resources. Service Orientation: acts professionally and calmly at all times when interacting with others; consistently demonstrates concern and courtesy towards colleagues and customers; treats all people respectfully; takes personal responsibility for correcting problems; follows up with individuals to ensure satisfaction with the level of service they have received. 

Participate on PDM and/or campus project teams, task forces, and user groups; support computing standards for campus. Takes responsibility for all work activities and personal actions; follows through on commitments; implements decisions that have been agreed upon; maintains confidentiality with sensitive information; acknowledges and learns from mistakes without blaming others; recognizes the impact of one’s behavior on others. 

Effectively deliver on assigned project task in a timely manner & providing status update to project team and management. Responds to changing circumstances by being innovative and altering behavior to better fit different situations; consistently exhibits optimism and energy; learns new skills; successfully works with new colleagues; professionally deals with personal discomfort in a changing work environment; willing to be flexible; remains calm in stressful situations. 

Maintain expert knowledge of Penn’s and PDM’s supported information systems and computing technologies. Generates creative approaches to addressing problems and opportunities; identifies and weighs options, makes sound decisions after reviewing all relevant information; anticipates and plans for potential problems; takes calculated risks; recognizes impact of solutions. 

Effectively prioritize and resolve tickets to service desk team members minimizing service disruption; escalate to senior staff as necessary. Allocates time and resources efficiently and effectively; prioritizes work and delegate as appropriate; works to minimize institutional risk by acting as a responsible steward for the University. 

Maintain a Service Desk knowledge-base; ensure Service Desk updates and creates appropriate documentation for common problems and current issues. Treats all individuals fairly and respectfully, works effectively with others, regardless of their background, position, or status; ensures that opportunities are equally available to all; respects different values and viewpoints.


Bachelor’s degree and some related experience or an equivalent combination of education and experience, preferably in Computer Science or Management Information Systems). Demonstrates ability to identify trends, evaluate and recommend new technologies; ability to define business requirements and lead small projects; strong customer service orientation and a demonstrated ability to support a diverse clientele; ability to prioritize, focus, handle large volumes of work under pressure; ability to present technical materials clearly to both technical and non-technical audiences. Ability to work independently and as part of a team; support and scripting level experience with Windows 7/10 and Mac OS X; support level experience with PDM’s supported productivity applications strongly preferred (e.g. Mediasite/Ponopto, Apple NetBoot, Fiberlink MaaS 360, IBM’s Endpoint Manager, AxiUm, VMware Horizon, ZenDesk). Demonstrated ability to prepare written documentation suitable for University use highly desirable; creative thinker and problem solver; sound judgment, quick learner, resourceful nature, maturity & diplomacy; current industry certifications strongly preferred.

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.