University of Pennsylvania is hiring: Senior IT Support Specialist in Forrest

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 has been recognized as one of America’s Best Large Employers in 2023 by Forbes.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus with access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, Philadelphia provides a vibrant setting for work and life.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and more.

Posted Job Title

Senior IT Support Specialist

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 the core network, data, voice, video, and enterprise application infrastructure and services upon which Penn’s numerous Schools and Centers build their unique tools and capabilities. ISC’s 300-plus employees work closely with the University’s IT organizations to create, deliver and support products and services that help Schools and Centers operate efficiently and effectively. ISC focuses on customer service and high-quality, cost-effective, reliable implementation of modern IT solutions to advance the mission of the University. Learn more about us at https://www.isc.upenn.edu/about or www.linkedin.com/company/penn-information-systems-computing/.

Job Description

Job Responsibilities

• Engage daily with clients of different technical backgrounds, offering high-quality support and consultation via HireIT intake channels (phone, email, ticket management system) and through deskside support at multiple campus locations.
• Maintain a support level of knowledge regarding client hardware and applications, contribute to documentation and knowledge base updates, and 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, business processes, and professional development.
• Establish and maintain relationships with clients, including client relationship management and communication to inform them of changes and updates. Keep clients informed about Penn computing policies, standards, and recommended practices. Maintain an understanding of client office functions and needs.
• Engage with clients and colleagues to address various business needs. Provide recommendations and evaluations of IT solutions to enhance work processes, based on thorough analysis and comprehension of business and operational requirements.
• Manage projects and solutions involving clients, vendors, and university IT teams, and participate in campus-wide initiatives such as project teams, task forces, and user groups.
• Manage the functional area ticket queue by coordinating incoming client requests, prioritizing existing inquiries, and resolving outstanding tickets.
• Act as tier 2 escalation point for client issues and requests.
• Occasional coverage for evenings, weekends, and recognized University holidays may be required.

Qualifications

• Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required.
• Proven experience in providing technical support to executive-level individuals, preferably in an academic computing or professional services environment.
• Excellent interpersonal, oral, and written communication skills with the ability to present technical materials clearly.
• Experience providing technical support for contemporary client operating systems (Macintosh and Windows), Smartphones, Printers, and Productivity Applications, preferably in an academic computing or professional services environment.
• Experience in providing meeting support and acting as an escalation point for client issues.
• Ability to maintain confidentiality and high sensitivity to privileged University information.
• Ability to work independently and as part of a team, with the ability to lead and coordinate team efforts as needed.
• Ability to thrive in a client-centric, technically-focused environment.
• Ability to adapt to a changing and variable work environment.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Information Systems and Computing

Pay Range

$70,500.00 - $85,000.00 Annual Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data 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 (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.

Special Requirements

Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

• Tuition: Take advantage of Penn's tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

• Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from investment options through TIAA and Vanguard.

• Time Away from Work: Penn provides substantial time away from work during the year to relax, attend to personal affairs, recover from illness or injury, and spend time with family.

• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers long-term care insurance to eligible employees and family members. Applicants after hire may not need to prove good health.

• Wellness and Work-life Resources: Penn supports work-life balance with a variety of programs and resources for health, family, and work-life needs.

• Professional and Personal Development: Penn provides resources to help you advance professionally and personally.

• University Resources: Access to libraries, athletic facilities, arboretum, art galleries, and cultural events; many activities are available to Penn community members and families.

• Discounts and Special Services: Discounts on arts, entertainment, transportation, mortgages, and more; access to discounted admission and memberships at Penn cultural centers and museums.

• Flexible Work Hours: Flexible work options to promote balance, including non-traditional hours, locations, and job structures.

• Penn Home Ownership Services: Forgivable loan for eligible employees for home purchase or improvements in West Philadelphia.

• Adoption Assistance: Reimbursement for qualified adoption expenses for up to two adoptions.

To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay