SR. IT SUPPORT SPECIALIST/AV 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/AV 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; devote half of available time to AV support activities and will be accountable for providing premiere technical support to executive level customers and internal clients, including but not limited to all aspects of setup and testing of audio/visual equipment, troubleshooting audio/visual issues for clients and other tasks as needed. Provide premiere technical support for audio/visual equipment, special events and internal meetings; provide one-on-one and just-in-time training to presenters on the operation of AV systems; support AV systems, responding to urgent help requests; perform regular maintenance and testing of audio/visual systems installed in client spaces on campus; set up and support software and hardware based video conferencing; assist users in the proper operation of AV systems; produce training guides and documentation; maintain an inventory of AV equipment and supplies; provide occasional support for special events during evenings and weekends. 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. Skills and experience with current and emerging trends in audio/visual and presentation technology and the ability to demonstrate an understanding of how technology can enable a variety of presentation methods. Demonstrated proficiency in the configuration, maintenance, and operation of AV systems, including but not limited to projection, display, audio, control systems, and video conferencing. 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.
Reference Number: 91-25899
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