"Senior IT Support Specialist"

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 in order to create, deliver and support products and services that help Schools and Centers operate efficiently and effectively. We strive to be easy to work with, and to serve as a trusted advisor to Penn's IT community, faculty, staff and students in support of an environment of discovery and progress.

ISC's focus on customer service and the high-quality, cost-effective, reliable implementation of modern IT solutions advances the mission of the University, as well as that of each individual School and Center. At Penn, technological freedom and departmental autonomy represent dearly held core values. ISC supports those ideas by providing foundational services and cogent counsel, empowering individuals and departments to employ their distinct strengths in support of their goals.

Learn more about us by visiting https://www.isc.upenn.edu/about or www.linkedin.com/company/penn-information-systems-computing/.

ISC's HireIT Services team delivers best-in-class IT services in a matrix environment to over 1000 clients across various campus organizations. HireIT interacts daily with clients who have different levels of technical expertise and provides them with top-tier support and consulting. This requires independent judgment, a professional demeanor, and superior technical ability. The goal of the team is to form trusting professional relationships with our clients.

The HireIT Senior IT Support Specialist - Leadership Support provides direct desk-side support for executive-level individuals on both Windows and Macintosh platforms, as well as smartphones, printers, and other end-user productivity tools. This role involves managing the functional area's ticket queue, acting as a tier 2 escalation point for client issues, and providing meeting support backup to the AV team. This role also involves exploring new technology, recommending service changes, and implementing security initiatives to protect sensitive information.

In addition, the HireIT Senior IT Support Specialist - Leadership Support will 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.

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.
• Excellent interpersonal, oral, and written communication skills with the ability to present technical materials clearly.
• 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.