University of Pennsylvania is hiring: Senior IT Support Specialist Endpoint Mana

Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. Penn is an Ivy League institution with 12 schools offering undergraduate, graduate and continuing education opportunities. As an employer, Penn is recognized for its competitive benefits and commitment to interdisciplinary scholarship and progress.

Penn offers a unique working environment in Philadelphia. The campus provides access to a range of educational, cultural, and recreational activities, with a rich historical and cultural landscape.

Penn offers a competitive benefits package including comprehensive healthcare and tuition benefits for employees and families, retirement benefits, professional development opportunities, supportive work and family benefits, wellness programs, and more.

Posted Job Title

Senior IT Support Specialist Endpoint Management

Job Profile Title

Information Technology Support Specialist Senior

Job Description Summary

Information Systems & Computing (ISC) is the University of Pennsylvania’s central IT organization, providing core network, data, voice, video, and enterprise application infrastructure and services for Penn’s Schools and Centers. ISC’s 300+ employees collaborate with University IT to create, deliver, and support products and services that help Schools and Centers operate efficiently while serving as trusted advisors to Penn’s IT community.

ISC emphasizes customer service and reliable modern IT solutions to advance the University’s mission. The HireIT Services team delivers IT services to over 1000 clients across campus. The HireIT Senior IT Support Specialist Endpoint Management performs desktop management, endpoint security, and high-quality client support. This role involves exploring new technology, recommending service changes, and implementing security initiatives to protect sensitive information. Daily engagement with clients of varying technical backgrounds occurs via HireIT intake channels and desk-side support at multiple campus locations.

Responsibilities

• Engage daily with clients of different technical backgrounds, offering high-quality support and consultation via HireIT intake channels and desk-side support at multiple campus locations.
• Maintain knowledge of client hardware and applications; contribute to documentation and knowledge base updates; collaborate with clients and colleagues to deliver IT solutions that support business needs and improve workflows.
• Act as a subject matter expert for HireIT; support colleagues and mentor junior staff; engage in ongoing learning about new technology and business processes.
• Carry out desktop management tasks including configuration, imaging, remote software deployment, and desktop backup management; manage endpoint security for patch management, application updates, and OS upgrades; recommend and implement improvements.
• Establish and document organization-wide standards for network and communication technologies; recommend and implement security initiatives and research emerging IT trends.
• Manage projects and solutions involving clients, vendors, and university IT teams; participate in campus-wide initiatives and user groups.
• Manage the functional area ticket queue by coordinating requests, prioritizing inquiries, and resolving tickets.
• Act as tier 2 escalation point for client issues and requests.
• Occasional coverage for evenings, weekends, and recognized University holidays may be required.
• Other duties and responsibilities as assigned

Qualifications

• Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience.
• Experience configuring, deploying, and supporting client systems in a highly managed environment.
• Experience managing desktop systems within an MS domain environment.
• Experience creating and maintaining software deployment packages and patches in an endpoint management system.
• Experience with endpoint management systems (preferably BigFix, Jamf, Active Directory via ARS, and MDT).
• Familiarity with security measures to protect sensitive data and address vulnerabilities.
• Experience providing technical support for Macintosh and Windows operating systems and productivity applications, preferably in an academic or professional services environment.
• Excellent interpersonal, oral, and written communication skills with the ability to present technical material clearly.
• Ability to work independently and as part of a team, with leadership and coordination abilities as needed.
• Ability to thrive in a client-centric, technically-focused environment; adapt to a changing work environment.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Information Systems and Computing

Pay Range

$70,500.00 - $80,000.00 Annual Rate

Salary offers are based on the candidate’s qualifications, experience, skills, and education as they relate to the position requirements and market data; internal data and peer comparisons at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin, citizenship status, age, disability, veteran status, or any class protected under applicable law.

Special Requirements

Background checks may be required after a conditional job offer; consideration will be tailored to the job requirements.

University Benefits

• Health, Life, and Flexible Spending Accounts: Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance; pre-tax flexible spending accounts for eligible health and dependent care expenses.
• Tuition: Tuition assistance for you, your spouse, and dependent children; eligible dependents may receive assistance at other institutions.
• Retirement: Generous retirement plans with pre-tax or Roth options; investment choices through TIAA and Vanguard.
• Time Away from Work: Substantial paid time off for personal needs, vacations, illness, and family time.
• Long-Term Care Insurance: In partnership with Genworth, for eligible employees and family members; underwriting rules apply for dependents.
• Wellness and Work-life Resources: Programs and resources to support health, family, and work-life balance.
• Professional and Personal Development: Resources to advance personal and professional growth.
• University Resources: Access to libraries, athletic facilities, and cultural activities; many activities may be enjoyed with family.
• Discounts and Special Services: Discounts on arts, entertainment, transportation, and more, with access to university services and partner offers.
• Flexible Work Hours: Flexible options to balance work and personal commitments.
• Penn Home Ownership Services: Forgivable loan for eligible employees buying a home or improving housing in West Philadelphia.
• Adoption Assistance: Reimbursement for qualified adoption expenses up to two adoptions per household.

To learn more, please visit: Penn HR Benefits (note: URL not included in this refined version).