Posting Details

Posting Details

Reference Number 91-30997 Posted Job Title SR IT SUPPORT SPECIALIST School Name Information Systems and Computing Org ISC-Client Services-Technology Support Services Posted to the Web 02/07/2019 Posted Job/Salary Grade C Employment Type Exempt Hours N/A Position Type Full Time Position Schedule 9:00 AM-5:00 PM Months 12 Position Length Ongoing Position End Date University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

School/Center Overview

Information Systems & Computing (ISC) is the University of Pennsylvania’s central IT organization, providing infrastructure and services upon which Penn’s numerous Schools and Centers build their unique tools and capabilities. ISC’s 270-plus employees work closely with the University’s IT organizations in order to create, deliver and support products and services that help Schools and Centers operate efficiently and effectively. We strive to be easy to work with, and to serve as a trusted advisor to Penn’s IT community, faculty, staff and students in support of an environment of discovery and progress. ISC’s focus on customer service and the high-quality, cost-effective, reliable implementation of modern IT solutions advances the mission of the University, as well as that of each individual School and Center. At Penn, technological freedom and departmental autonomy represent dearly held core values. ISC supports those ideas by providing foundational services and cogent counsel, empowering individuals and departments to employ their distinct strengths in support of their goals. Over the course of nearly three decades, ISC has helped constituents connect and thrive in an ever-changing technology environment. This rich base of experience allows us to respond to client, marketplace and economic needs in order to improve and optimize delivery, ensure the satisfaction of those who depend on our services, and consistently deliver lasting value to the broader University community. https://www.isc.upenn.edu/

Duties

As a member of the Client Care team, work on the service desk to provide computing support and related services to University clients and serve as an advocate and facilitator on behalf of ISC clients. Assist in the development and execution of operational processes and standards in ISC Client Care; function as a point of escalation for staff for operational issues; lead knowledge management efforts and establish and maintain a training program. Perform as a lead and/or member of Client Care’s service teams to provide first and second level support of client-facing services. Act as single point of contact to clients for requests and incidents; manage internal escalation, vendor management and customer communications. Provide expert-level consultation and support to the campus community. Diagnose and resolve complex technical problems with computing hardware, software, and network services. 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. Maintain expert knowledge of Penn’s supported computing technologies and communicate with clients regarding computing standards, policies, and support practices.

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 computing environment, or an equivalent combination of education and experience. Strong customer service orientation and excellent interpersonal and verbal and written communications skills. Demonstrated 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, as well as the ability to work independently and as part of a team. 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 ability to prepare written documentation suitable for University use highly desirable. Demonstrated experience supporting database, web development, or information security projects and with Penn’s supported desktop and network applications desirable.

Affirmative Action Statement

Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

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. Quick Link http://jobs.hr.upenn.edu/postings/43413 Posting Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * How did you hear about this employment opportunity?
   • Jobs@Penn
   • Contacted by a Penn Recruiter
   • Referred by a Penn Employee
   • Referred by a friend or family member
   • Higher Education Recruitment Consortium (HERC)
   • Inside Higher Ed
   • Indeed.com
   • Other Internet Advertisement
   • Linkedin
   • Twitter
   • Other Social Media Site
   • Professional Affiliation/Trade Website
   • Diversity Association/Publication Website
   • Heard about it at a conference or career fair
   • Apple One
   • Recruitment and/or staffing agency
2. * What is your highest level of education completed?
   • Less than high school education
   • High School Diploma or GED
   • Vocational or Technical School
   • Associate's Degree or Two Year College
   • Bachelor's Degree
   • Master's Degree
   • PHD/MD/JD or equivalent doctoral degree
3. * How many years of experience do you have related to this position?
   • 0 to 1 Year
   • 1 to 2 Years
   • 2 to 3 Years
   • 3 to 5 Years
   • 5 to 7 Years
   • 7 to 10 Years
   • Over 10 Years

Applicant Documents Required Documents

1. Cover Letter
2. Resume

Optional Documents