Penn State University is hiring: IT Support Specialist in Tucson

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Pay

Base pay range: $46,400.00/yr - $67,300.00/yr

Application Instructions

• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.
• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.
• If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants.

Approval of remote and hybrid work is not guaranteed regardless of work location. For additional information on remote work at Penn State, see Notice to Out of State Applicants.

Position Details

The Deskside Support team within Customer Experience, a division of Penn State IT, is seeking a customer service-focused, self-driven, and highly motivated Remote Intermediate Level IT Support Specialist to be part of a team that supports roughly 8,000 unique endpoint devices and 28 non-IT business units. This position will be a combination tier 1/tier 2 position and provide remote technical assistance to users while maintaining a strong commitment to customer service and operational excellence.

Position Details (Shift)

• Shift: Monday-Friday 3pm-11pm EST.
• Candidates must have a reliable high-speed internet connection and a dedicated workspace conducive to remote support.

Responsibilities

• Customer Service Excellence: Provide remote IT support via phone, chat, and email tickets, ensuring an outstanding customer experience.
• Incident Management: Monitor and resolve service requests using ServiceNow, escalating support items as needed and adhering to university policies.
• Hardware and Software Support: Assist users with troubleshooting, configuration, and remote setup of Windows and Mac OS devices, Office 365, and other university-supported software.
• Security & Compliance: Ensure timely software updates and security patches to reduce threat vectors for endpoints.
• Continuous Improvement: Work with stakeholders to enhance support processes and implement measurable service improvements.
• Team Collaboration and Mentoring: Actively engage in virtual team meetings, contribute to process development, and participate in peer mentoring to enhance team capabilities.

Qualifications

• Knowledge and experience with centralized incident and request systems (e.g., ServiceNow).
• Windows and Mac operating systems.
• Office 365 administration and troubleshooting.
• Endpoint security best practices.
• Experience with Mac OS and iOS is preferred.

Minimum Education, Work Experience & Required Certifications

General Equivalency Diploma (GED) or High School (HS) 2+ years of relevant experience; or an equivalent combination of education and experience accepted. Required Certifications: None.

Application Materials

Candidates should upload a cover letter and resume at the time of application for consideration.

Background Checks/Clearances

Employment with the University will require successful completion of background check(s) in accordance with University policies. Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.

Salary & Benefits

The salary range for this position, including all possible grades, is $46,400.00 - $67,300.00.

Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.

Campus Security & EEO

Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

The Pennsylvania State University is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives and inclusion in society.

Job Type

• Senior ity level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Higher Education

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