"Information Technology Support Specialist B"

University 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. As an employer 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.

Job Description Summary

We are currently seeking a proficient IT Support Specialist to join our team and provide comprehensive technical support in the dynamic university setting, encompassing classrooms, hospital facilities, and research labs. The selected candidate will be responsible for delivering adept support to users for workstations, operating systems, audio/visual equipment, networks, printers, email systems, password management, and custom applications within this diverse environment. Interacts daily with individuals with a variety of technology expertise, exercising independent judgment in determining how to meet their needs best. Analyzes functional requirements and advises users on planning, selecting, implementing, and using solutions to address business requirements. Take the lead in the testing, evaluating, and recommendation of new and/or existing technologies. Build relationships with users, assess needs and may include consulting on innovative technologies. May develop and deliver instructional programs and prepare resources for end users. May coordinate projects under manager supervision.

Job Description

The Information Technology Support Specialist will provide in-person, hands-on technical support at a combination of our Philadelphia and New Bolton campuses as deemed necessary. IT Support Specialist duties include assisting in the maintenance and daily operation of Windows network resources, providing user support, installing applications and workstations, maintaining and supporting campus printers, and logging Help Desk requests and activity in tracking software. This position works closely with the Penn Vet community, including faculty, staff, and students, to assist with technology needs. The position will be situated at the Philadelphia, PA campus, but the incumbent could be responsible for technical support across both the Philadelphia and New Bolton Center in Kennett Square, PA campuses, which will require travel to both Penn Vet campuses. Candidate must have their own transportation and a valid driver's license to travel between campuses.

Job Responsibilities

• Provide technology support and expertise in administrative computing for a division/center
• Manages staff, including hiring, training, and day-to-day supervision
• Diagnose and resolve complex technical problems with computing hardware, software, and network services; working daily with a variety of individuals across the department/ center with technology expertise, exercising independent judgment in determining how to best meet their needs
• Collaborate with computing colleagues on division-wide tech projects
• Provides leadership in the selection, evaluation, and implementation of new technologies and products as well as innovation, implementation, and maintenance of technology
• Work closely with all team members in providing advanced support; proactively provide systems management by performing recurring tasks such as backups, disaster recovery, application deployment, monitoring, and patch management
• Responsible for the development and maintenance of both physical and virtual desktop solutions; work with the database and web teams to develop and extend applications
• Develop and document necessary policies and procedures; training and support materials; as well as maintain a knowledge base of best practices and processes. Prepare reports, proposals, documentation, and other communication materials
• Create orientation programs; provide small group and desk-side training. Develop new learning solutions, including video and webinars
• Other duties and responsibilities as assigned

Qualifications

Bachelor of Science and 1 to 2 years of experience or equivalent combination of education and experience is required. Bachelor of Science and 3 to 5 years of experience or an Associate's Degree or two-year college equivalent and 4 to 6 years of experience in computer troubleshooting, maintenance, upgrades, networking, and system documentation is preferred. Troubleshooting ability includes handling complex hardware and software problems in all relevant Windows and Macintosh operating systems; Windows domain, Active Directory and technical support tools and various client-based applications, and anti-virus products. Qualified applicants must be well-versed in Windows OS and Microsoft Office 365 and must be able to assist end users on industry specific PC based software applications. Our candidates must possess good team skills, good organizational and time management skills, be able to handle and prioritize multiple projects, and be able to work under pressure. All candidates must have a strong customer service orientation and a set of solid interpersonal and communications skills, both oral and written. Profound understanding of Windows and Mac operating systems. Prior experience in setting up and troubleshooting audio/visual equipment. Familiarity with networking principles, including TCP/IP, DNS, DHCP, and wireless technologies. Proficiency in printer installation, configuration, and maintenance. Knowledge of email systems and adeptness in account setup and issue resolution. Understanding of password management and adherence to security protocols. Capability in addressing and supporting custom applications. Working experience using service management ticketing systems, endpoint management software, and automation scripting. Ability to lift and carry up to 50lbs required. Comfortable around animals ranging from small domestic to large farm animals. Exceptional communication and customer service skills. A valid driver's license is required.

Preferred Qualifications: The preferred candidate credentials are computing support experience at a research university and/or professional certifications. Relevance of certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or Apple Certified Mac Technician (ACMT). Prior exposure to operational environments within educational or healthcare institutions.

If you possess a fervent commitment to delivering exceptional technical support within an evolving and diverse environment and align with the outlined qualifications, we invite you to pursue this compelling opportunity.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

School of Veterinary Medicine

Pay Range

$61,000.00 - $80,000.00 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.