IT Support Specialist SR

Pennsylvania (US)
17 Aug 2018
End of advertisement period
17 Oct 2018
Contract Type
Fixed Term
Full Time

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.

As a member of ISC Client Care, provide specialized support for Penn’s Office 365 environment to other IT staff at Penn. Lead efforts to troubleshoot, diagnose and document client technologies as they relate to PennO365. Provide expert level consultation and support of other client technologies used at Penn, including operating systems, wireless technologies, supported software applications and commonly used hardware configurations. Work on the service desk to provide computing support and related services to members of the Penn Community. Advocate and facilitate on behalf of ISC clients. As a lead and/or member of Client Care’s service teams, provide first and second level support of client-facing services. Serve as single point of contact to clients for requests and incidents; manage internal escalation, vendor management and customer communications. Participate on various project and campus technology teams, and occasionally lead projects and groups. Provide project support and manage client communications on major cross-organizational projects. Work with other units in ISC and with local support providers to implement and support computing standards. Document supported products and communicate with clients regarding computing standards, policies, and support practices. Maintain expert knowledge of Penn’s supported computing technologies.

Bachelor’s degree and a minimum of two years of experience supporting a variety of computing systems and software, preferably in an academic computing environment, or an equivalent combination of education and experience. Strong customer service orientation and excellent interpersonal and verbal and written communications skills. Demonstrated ability to present technical materials clearly to both technical and non-technical audiences and the ability to work with a wide variety of customers and colleagues, delivering exemplary technical support. Must work independently and as part of a team and maintain confidentiality of sensitive materials. Support level experience required with: Microsoft Office365; Windows 7 (and above); macOS 10.11 (and above); Android and iOS mobile platforms. Demonstrated ability to prepare written documentation suitable for University use highly desirable. Experience supporting database, web development, or information security projects, and experience with Penn’s supported desktop and network applications desirable.

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.