Senior IT Support Specialist
Job location: Van Pelt Library
Employment Type: Full-time
Posted data: 2020-09-23
University OverviewThe 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 TitleSenior IT Support SpecialistJob Profile TitleInformation Technology Support Specialist SeniorJob Description SummaryWorking within the Libraries’ Client and Computing Services unit, the Senior IT Support Specialist will coordinate support in the Van Pelt-Dietrich Library Center. Your focus will be on ensuring positive customer support experiences for staff and patrons, building strong collaborative relationships with colleagues to support library services, timely resolution of issues, communicating promptly, and handling customers with a client-focused professional attitude.Job Description
This position will supervise one full time support staff member and you’ll be expected to oversee work assignments and ensure tasks are completed in accordance with established procedures. Plan and execute complex IT projects and function as a 2nd tier escalation-point for more complex issues encountered by support staff. You will pro-actively identify issues and ongoing problems and be responsible for assessing, handling, and developing resolutions. This position assists with ensuring IT security, privacy of user data, and enforcement of acceptable use and other technology policies. Working as part of a team of IT professionals, assist in developing, documenting and deploying new systems and services, and participate in campus-wide projects and teams. The successful candidate will stay current on new technology and trends, work effectively with people of varying levels of technical expertise, will be able to communicate effectively in person and in writing, and will exercise independent judgment to determine how best to meet customer needs.
- Experience with a variety of desktop operating systems, including Windows and Mac OS; mobile operating systems, and a wide variety of software applications, including Microsoft Office, anti-virus, and software utilities is required.
- Effective interpersonal skills, excellent social skills, independent problem-solving and decision-making, self-direction, and ability to handle a complex workload.
- Excellent customer service skills with the ability to exercise excellent judgment, tact, and confidentiality.
- Experience with Active Directory management tools, patching and remote management applications, and enterprise cloud services.
- Skill with AV and presentation systems, peripherals, 3D and AR/VR systems highly desired.
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.