Senior IT Support Specialist
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.
Information Systems & Computing (ISC) is the University of Pennsylvania’s central IT organization, providing infrastructure and services upon which Penn’s numerous Schools and Centers build their unique tools and capabilities. ISC’s 270-plus employees work closely with the University’s IT organizations in order to create, deliver and support products and services that help Schools and Centers operate efficiently and effectively. We strive to be easy to work with, and to serve as a trusted advisor to Penn’s IT community, faculty, staff and students in support of an environment of discovery and progress. ISC’s focus on customer service and the high-quality, cost-effective, reliable implementation of modern IT solutions advances the mission of the University, as well as that of each individual School and Center. At Penn, technological freedom and departmental autonomy represent dearly held core values. ISC supports those ideas by providing foundational services and cogent counsel, empowering individuals and departments to employ their distinct strengths in support of their goals. Over the course of nearly three decades, ISC has helped constituents connect and thrive in an ever-changing technology environment. This rich base of experience allows us to respond to client, marketplace and economic needs in order to improve and optimize delivery, ensure the satisfaction of those who depend on our services, and consistently deliver lasting value to the broader University community. https://www.isc.upenn.edu/
ISC’s HireIT Services team provides best-in-class IT service delivery in a matrix environment to more than 1000 clients across a diverse collection of campus organizations. The Senior IT Support Specialist will interact daily with clients who have varying levels of technical expertise and provide them with top-tier IT support and consulting; form trusting professional relationships with our clientele and provide premiere technical support to executive level customers and internal clients. Serve in an expert or lead capacity for specific technology or services; analyze functional requirements and advise users in the planning, selection, implementation and use of solutions to address business requirements. Lead, participate in and serve as a liaison between the department, clients, other campus computing support groups, and other ISC teams; contribute to IT projects and coordinate resources in support of clients’ diverse business goals; generate documentation in order to support changes, teach new concepts, and document policies and procedures; stay on the cutting edge of the technologies supported and participate in professional development opportunities; participate in and lead campus-wide project teams, task forces, and user group meetings.
This position may require occasional evening or weekend hours.
Bachelor’s degree and a minimum of two years of experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment, or an equivalent combination of education and experience. Experience configuring, deploying and supporting client systems in a highly managed environment. Ability to thrive in a client-centric, technically-focused environment with the ability to adapt to a changing and variable work experience and to work with a wide variety of clients and colleagues, delivering exemplary technical support. Ability to both lead and work in support of others to produce best outcomes. Must be open and able to quickly absorb information in order to fully understand Penn’s diverse computing environment. Demonstrated aptitude and eagerness for learning and collaboration, with an excellent track record of providing customer service; must be team-oriented. Demonstrated excellent interpersonal, verbal and written communication skills with the ability to present technical materials clearly. Must maintain the confidentiality of sensitive materials. Skills and experience in database development, web development, multimedia, audio-visual, or information security a plus.
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.