Job description

Duties: As a member of the Information Systems and Computing (ISC) Client Care team, work on the service desk to provide computing support and related services to University clients. Serve as an advocate and facilitator on behalf of ISC clients; resolve escalated incidents related to mobile, desktop, and client issues. Serve as Client Care lead for all client communications originating from Client Care; facilitate and coordinate the work of others in Client Care to complete necessary communication tasks, including information about ISC services such as service updates, changes and retirements, outages (planned and unplanned), information security alerts and vulnerabilities, technical support documentation, student support communications, and various project-related communications necessary for supporting the IT staff working in Penn's schools/centers. Develop and maintain communication plans and strategies for Client Care communications, including evaluating and maintaining communication and collaboration tools. Participate on various project and campus technology teams, and occasionally lead projects and groups. Act as project support and manage client communications on major cross-organizational projects. Work with other units in ISC and with local support providers to implement and support computing standards. Document supported products and communicate with clients regarding computing standards, policies, and support practices. Maintain expert knowledge of Penn's supported computing technologies; attend conferences and seminars, and complete internal and external training programs to develop and improve project management, interpersonal, and technical skills.

Qualifications: Bachelor's degree, preferably in Computer Science or Management Information Systems, and a minimum of two years of experience supporting a variety of computing systems and software, preferably in an academic environment, or an equivalent combination of education and experience. Strong customer service orientation and excellent interpersonal and verbal and written communication skills. Strong editing skills with the ability to present technical materials clearly to both technical and non-technical audiences and the ability to write and edit materials with the appropriate style and tone needed for excellent client communications suitable for University use. Ability to work with a wide variety of customers and colleagues, delivering exemplary technical support. Ability to work independently and as part of a team, with the ability to lead and coordinate team efforts as needed. Must maintain confidentiality of sensitive materials. Support level experience required with: Windows 7 (and above); Mac OS 10.6 (and above); Android and iOS mobile platforms. Demonstrated experience supporting database, web development, or information security projects desirable. Experience with Penn's supported desktop and network applications desirable.

Reference Number: 91-27705

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




Diversity Profile: University



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Job No:
Posted: 1/13/2018
Application Due: 1/13/2019
Work Type: