IT SUPPORT SPECIALIST
Duties: Support the Business Services Division in managing desktop hardware and software infrastructure and support services for 19 departments falling under the auspices of Business Services. Maintain computer life cycles, current software applications, networking related management/inventory such as IP addresses, Network Ports and DNS mappings, computer upgrades (hardware and software). Assist with configuration, implementation and troubleshooting and resolving technical problems for personal computers, laptops, mobile technology, and peripherals and support departmental proprietary systems. Manage help-desk queue and respond to client calls. Perform work on special projects related to technology initiatives as needed. Evaluate and recommend new technology; develop solutions to technical problems.
Document supported products and communicate with clients regarding computing standards, policies, and support practices. Train staff in the use of systems and software as appropriate. Maintain expert knowledge of Penn's supported information systems and computing technologies. Participate on campus project teams, task forces, and user groups. Complete internal and external training programs to develop and improve professional and technical skills.
Qualifications: An Associate's degree with 2 to 3 years of experience, or equivalent combination of education and experience, are required. Experience supporting Windows 7, 8, and 10, Mac OS, MS Office suite and common networking and utility applications required; knowledge of Windows desktop system administration preferred; knowledge of KACE Service Desk, Client, and Asset Management system preferred; some knowledge of Joomla preferred; familiarity with desktop hardware support and maintenance required; User Account Administration in Active Directory a plus. Hands on experience in developing images using Microsoft's Deployment Toolkit; excellent interpersonal skills are essential; spoken/written communication skills required; ability to work and communicate with users of varying levels of expertise required; strong organizational skills and the ability to work on multiple tasks and projects and adapt to frequent change required; ability to work independently with limited direct supervision in a self-motivated and self-directed manner required; ability to work as a member of a team required. PA Driver's license along with ability & willingness to travel to all departmental sites including the Morris Arboretum. Position requires the person to be on/call and carry a pager/cell phone and to work some evenings & weekends, especially during peak work periods (eg. student move-in/move-out).
Reference Number: 93-28057
Salary Grade: A
Employment Type: Exempt
Org: BSD Support
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