Educational Technology Support Technician

Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

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.

Posted Job Title

Educational Technology Support Technician

Job Profile Title

Systems Technician/Operations Assistant I

Job Description Summary

Reporting to the IT Support Manager and working within the Penn Libraries' Client Services unit, the Educational Technology Support Technician provides first-tier technical support for both the Libraries' computing environment and audiovisual technology systems. This position is responsible for supporting computer hardware, software, networking, and a diverse portfolio of technology-enhanced learning spaces across Penn Libraries, including classrooms, computer labs, group study rooms, and event spaces.

The Educational Technology Support Technician installs, configures, maintains, and troubleshoots Windows and macOS desktop and laptop computers, iOS and Android mobile devices, printers, scanners, cameras, and other computing peripherals, while also supporting audiovisual systems including presentation, recording, streaming, conferencing, and collaboration technologies. Working under the direction of technical supervisors, the technician diagnoses and resolves hardware, software, connectivity, and operational issues, ensuring timely restoration of services and a high-quality user experience.

This position consults with faculty, staff, students, and event organizers to understand technology requirements, prepares spaces and equipment for instructional and event use, and provides on-site technical support during classes, meetings, and special events as needed. The technician assists in the deployment, maintenance, and lifecycle management of computing and AV equipment, maintains inventories of technology assets, and participates in evaluating and implementing new technologies and technology-enhanced spaces.

Penn Libraries operates across twelve facilities in a distributed environment. This position regularly travels between library locations, occasionally moves computing and audiovisual equipment, and may require evening and weekend work to support scheduled events, instructional activities, and project implementations.

Job Description

Job Responsibilities

• Set up, configure, and maintain computing devices and peripherals. Install, configure, and customize operating systems and software.
• Diagnose, troubleshoot, and resolve hardware, software and connectivity problems. Answer end user questions.
• Assist faculty, students, staff and other clients in the use of audio-visual devices to deliver presentations, participate in on-line meetings, and engage in academic work. Support the best use of hardware and software for the Libraries educational technology environment.
• Perform periodic and proactive maintenance and quality control checks on AV systems and related hardware and equipment. Keep all assigned areas neat and well ordered.
• Prepare and provide written documentation and instructional materials for staff and customers.
• Other duties and responsibilities as assigned.

Qualifications

• Bachelor’s degree and at least 1 years experience supporting a variety of computing systems and software or an equivalent combination of education and experience.
• Experience providing technical support for Windows, Macintosh, mobile operating systems, software and networking, preferably in an academic computing environment.
• Extensive knowledge in troubleshooting audio visual equipment is required including use and maintenance of projection and large format displays, cameras, mics and speakers.
• Understanding analog and digital signal routing and cabling for audio and video signals is required.
• Experience using digital and cloud-based recording and conferencing tools.
• Ability to thrive in a customer-driven, technically-focused environment, and adapt well to a changing and variable work experience.
• Excellent interpersonal, oral and written communication skills, independent problem-solving and decision-making, self-direction, and ability to handle complex workload.
• Should have the ability to present technical materials clearly to non-technical individuals.
• Ability to work with a wide variety of customers and colleagues, delivering exemplary technical support with the ability to exercise excellent judgment, confidentiality, and diplomacy in all interactions.
• Experience with Penn’s supported desktop and network applications and Windows 11 desirable.
• Ability to lift and carry at least 25-50 pounds, and to transport equipment on carts or dollies across campus.
• Must have demonstrated organizational skills; ability to prioritize and meet deadlines.
• Ability to work independently and as part of a team.
• Ability to occasionally work extended hours and weekends may be required.

Application Requirement

A Cover Letter and Resume/CV are required to be considered for this position. Please upload your Cover Letter where it asks you to upload your Resume/CV; multiple documents are allowed.

About the Penn Libraries

The Penn Libraries provides a network of information resources and knowledge services that are vital to teaching, research, and learning at the University of Pennsylvania. This network includes 19 physical libraries, recognized for their collections, and a digital library known for innovation and richness of content. Through dynamic programming and exhibitions, and through the acquisition and preservation of literary and artistic artifacts, the Penn Libraries documents a wealth of social and historical periods, bringing scholarship to life at the University and in the various communities it serves.

Please note that this position is a bargaining unit position represented by a labor union. Job related responsibilities, duties, qualifications, and compensation associated with this position are determined by a collective bargaining agreement.

Job Location - City, State

Philadelphia, Pennsylvania

Systems Technician/Operations Assistant I

Department / School

University Library

Pay Range

$34.38 - $35.42 Hourly 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 exceptional 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 a wide variety of investment options through TIAA and Vanguard.
• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.
• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.
• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

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