Mar 04, 2017
Institution Type
Four-Year Institution

Duties: As a member of the ISC Client Care team, work on the service desk to provide computing support and related services to University customers. Work as an advocate and facilitator on behalf of ISC customers. Diagnose and resolve complex technical problems with computing hardware, software, and network services; act as point of contact to clients for Contact Center (ACD) requests and incidents, managing internal escalation, vendor management and customer communication for a given request. Specialize in order management and fulfillment, working to issue and track orders in OMS. Provide expert level consultation and support to the campus community on data, voice and video integrated services. Participate on various internal teams to support and onboard ISC services to Client Care. Working with ISC service owners and managers, create support-level documentation and web content about service offerings and supported technologies; participate in documentation creation related to Client Care's processes and procedures, both for internal and external use. Act as project support on various Client Services projects; participate on campus project teams, task forces, and user groups. Work with other units in ISC and with local support providers to implement and support computing standards; maintain expert knowledge of Penn's supported computing technologies; attend conferences and seminars, and complete internal and external training programs to develop and improve management and technical skills.

Qualifications: Bachelor's degree or an equivalent combination of education and experience, preferably in an academic computing environment. Support level experience with: Windows 7 (and above); Mac OS 10.6 (and above). Strong customer service orientation and excellent interpersonal and verbal and written communications skills. Ability to present technical materials clearly to both technical and non-technical audiences. Ability to work with a wide variety of customers and colleagues, delivering exemplary technical support, and to work independently and as part of a team. Ability to maintain confidentiality of sensitive materials. Demonstrated ability to prepare written documentation suitable for University use desirable. Experience with Penn's supported desktop and network applications desirable. Some experience in Telecommunication is a plus.

Reference Number: 91-25166

Salary Grade: A

Employment Type: Exempt

Org: ISC-Client Services-Technology Support Services

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

Job Family: E-Information Systems/Technology

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