Job location: Wharton West

Employment Type: Full-time
Posted data: 2020-01-27
Req: JR00007157
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.

Posted Job Title

Senior Information Technology Support Specialist - Wharton, San Francisco

Job Profile Title

Information Technology Support Specialist Senior

Job Description Summary

Located in San Francisco, the IT Support Specialist, SR will join the dynamic team responsible for the daily operations of the Wharton School’s campus in the historic Hills Plaza.

Job Description

*Please note, this position is located in San Francisco, CA. Interested candidates must either reside locally or be willing to relocate at their own expense.

Primary Responsibilities:

Provide first and second tier support for all Information and Audio-Visual Technology. This includes, but isn’t limited to, desktop and laptop hardware and software, printers, mobile devices, and network configurations. Advise the IT Manager on purchasing decisions and deploy, support, and maintain desktop and laptop computers.

Provide comprehensive high-touch support of Classroom Technologies used by faculty, staff, students, and other visitors during campus operations. The support of on-site classes, co-curricular programs, seminars and speaker panels are critically important to the ongoing mission of Wharton San Francisco.

Additionally, this position will:

• Be primarily responsible for answering emergency calls, completing scheduled AV support jobs, and providing real-time classroom support
• Operate with limited direction to manage and coordinate video conferences using multiple technologies to ensure successful connections for VIP clients
• Troubleshoot, maintain and replace IT and AV equipment and technology solutions.
• With limited technical oversight, manage and maintain campus infrastructure, software maintenance, and upgrades as assigned.
• Advise and execute on process and procedures, which are critical for campus operations
• Assist clients with understanding how business processes map to essential technical workflows.

*To respond to campus support needs, early morning shifts, as well as weekend and evening shifts are required.*

Required Qualifications:

1. A BA/BS degree and at least 3 years of IT and audiovisual-related experience (or an equivalent combination of education and experience)in Higher Education.

2. Demonstrated knowledge of systems analysis and support. Examples include, but are not limited to, comprehensive hardware and software troubleshooting, navigating Active Directory objects, understanding of security concepts of Anti-Virus and Anti-Malware technologies, use of desktop imaging technologies, etc.

3. Intermediate knowledge of audio-visual systems (e.g. Crestron Pro3 devices, DSP Audio gear, Lutron Lighting controls, etc), Panopto video recording, and audio-visual troubleshooting and support

4. Excellent interpersonal and written communication skills, along with a strong customer service orientation

5. Intermediate knowledge of standard desktop support and ticketing software (e.g. Zendesk, Bomgar, Manage Engine, GPOs)

6. A proven ability to act with autonomy when faced with problems of increasing technical complexity, and a proven track record of utilizing troubleshooting methodologies across standard IT and AV technologies.

Job Location - City, State

San Francisco, California

Department / School

Wharton School

Pay Range

$50,684.00 - $138,391.00

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.