SR. IT SUPPORT SPECIALIST

Duties: ISC's HireIT Services team provides best-in-class IT service delivery in a matrix environment to more than 1000 clients across a diverse collection of campus organizations. The Senior IT Support Specialist will interact daily with clients who have varying levels of technical expertise and provide them with top-tier IT support and consulting; form trusting professional relationships with our clientele and provide premiere technical support to executive level customers and internal clients. Serve in an expert or lead capacity for specific technology or services; analyze functional requirements and advise users in the planning, selection, implementation and use of solutions to address business requirements. Lead, participate in and serve as a liaison between the department, clients, other campus computing support groups, and other ISC teams; contribute to IT projects and coordinate resources in support of clients' diverse business goals; generate documentation in order to support changes, teach new concepts, and document policies and procedures; stay on the cutting edge of the technologies supported and participate in professional development opportunities; participate in and lead campus-wide project teams, task forces, and user group meetings.

This position may require occasional evening or weekend hours.

Qualifications: Bachelor's degree and a minimum of two years of experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment, or an equivalent combination of education and experience. Experience configuring, deploying and supporting client systems in a highly managed environment. Ability to thrive in a client-centric, technically-focused environment with the ability to adapt to a changing and variable work experience and to work with a wide variety of clients and colleagues, delivering exemplary technical support. Ability to both lead and work in support of others to produce best outcomes. Must be open and able to quickly absorb information in order to fully understand Penn's diverse computing environment. Demonstrated aptitude and eagerness for learning and collaboration, with an excellent track record of providing customer service; must be team-oriented. Demonstrated excellent interpersonal, oral and written communication skills with the ability to present technical materials clearly. Must maintain the confidentiality of sensitive materials. Skills and experience in database development, web development, multimedia, audio-visual, or information security a plus.

Reference Number: 91-25918

Salary Grade: C

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