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Information Technology Support Specialist, Business Services Division (BSD)

Employer
University of Pennsylvania
Location
Sansom East

Job Details

Job location: Sansom East


Employment Type: Full-time
Posted data: 2020-11-04
Req: JR00026230
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

Information Technology Support Specialist, Business Services Division (BSD)

Job Profile Title

Information Technology Support Specialist A

Job Description Summary

Reporting to the Helpdesk and Desktop Team Operations Manager, the IT Support Specialist supports the Business Services Division in managing desktop hardware and software infrastructure and support services for approximately 20 different departments falling under the auspices of Business Services. Maintain computer life cycles, current software applications, wired and wireless Networking inventory and tasks, computer upgrades (hardware and software). Assist with configuration, implementation, and troubleshooting and resolving technical problems for desktop computers, laptops, mobile technology, internet of things devices, and peripherals and support departmental/business specific proprietary systems. Support and address the helpdesk queue and respond to client calls. Support current work from home support model as defined in Business Services. Participate in special IT projects supporting initiatives such as Digital Signage, Intelligent Mail Lockers, Deep Freeze, and any Internet of Things projects when needed. As part of the division's BSD IT team, evaluate and recommend new technology; develop solutions to technical problems.

Document BSD supported products and adhere to and communicate with the division's end-user community regarding computing standards, policies, and support practices. Train staff to use systems and software as appropriate. Maintain expert knowledge of Penn's supported information systems and computing technologies. Participate in campus project teams, task forces, and user groups. Complete internal and external training programs to develop and improve professional and technical skills.

Job Description

Responsibilities:

  • Assist with configuration, implementation, troubleshooting, and resolving complex technical problems for desktops, laptops, mobile technology, internet of things devices, and peripherals. Install & configure hardware & software; understand end-user requirements to evaluate and make recommendations for supported technologies and products that align with business needs; assist with implementing and maintaining technology. Develop and maintain BSD desktop image using Microsoft’s deployment Toolkit.

  • Provide remote and hands-on technical support and assistance to the end-users suite of office productivity applications and network applications (Microsoft 365, Conferencing tools (Teams & Zoom) as well as Remote Assistance Toolset.Develop an understanding to support departmental/business specific proprietary systems.

    Adhere to established best practices for securing desktops and printers.

  • Maintain hardware and software inventory and perform monthly audits; update records in KACE and Software tracking spreadsheet. Develop and document necessary procedures, how-to documentation, training, and support materials; and maintain/refresh the Knowledgebase system of best practices and processes in the helpdesk system.

  • Participate in the day to day operations of the division active directory domain controller -such as account creation, AD group creation and management.

  • Apply the standards of the office for customer service in the performance of all duties.Keep abreast of current technology; and maintains expert knowledge of Penn's such as VOIP Phones (PennFlex), Wireless Network (AirPennNet) and BSD s supported hardware and software.

  • Other duties and responsibilities as assigned.


Qualifications:
An Associate’s degree with 3 to 5 years of experience, or equivalent combination of education and experience, is required. Experience supporting Windows 10, Mac OS, MS Office 365 suite, and standard networking and utility applications needed. Knowledge of macOS desktop system administration preferred; knowledge of KACE Systems Management preferred; familiarity with desktop hardware support and maintenance required; User Account Administration in ManageEngine 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 needed; 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. A candidate needs a State issued Driver’s license and ability & willingness to travel to all departmental sites, including the Morris Arboretum. Position requires the person to be on/call and carry a cell phone and work some evenings & weekends, especially during peak work periods (e.g., student move-in/move-out).

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Business Services

Pay Range

$36,401.00 - $91,232.00

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.

Organization

Welcome to the University of Pennsylvania! Penn is the largest private employer in Philadelphia and is a world-renowned leader in education, research, and innovation.  

Across our 12 highly-regarded schools, more than 25,000 students, and more than 4,000 faculty members, we become one university: a wide-ranging, ever-changing community that draws its strength from a multitude of races, ethnicities, genders, sexual orientations, historical traditions, ages, religions, disabilities, veteran status, interests, perspectives, and socioeconomic backgrounds. 

Penn carries on the principles and spirit of its founder, Benjamin Franklin: entrepreneurship, innovation, invention, outreach, and a pragmatic love of knowledge. Franklin's practical outlook has remained a driving force in the university's development. To learn more, visit About Penn

Vision

 

As engines of knowledge and new ideas, universities have the unique potential to define the future rather than be defined by it; to pioneer change rather than merely manage it. To do so requires a plan both visionary and pragmatic. The Penn Compact 2022 motivates community members to innovate, be radically inclusive, and positively impact their local, national, and global communities. 

 

Penn’s fundamental priorities — increasing access, integrating knowledge and engaging locally, nationally and globally — are supported by the three core values that make us uniquely Penn: inclusion, innovation, and impact. 

 

Learn about the signature initiatives of the Penn Compact 2022:  

 

Diversity 

 

Understanding and appreciating diversity is one of Penn's most important priorities and is fundamental to success in today's world. 

 

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. 

 

To learn more about Diversity and Inclusion at Penn visit: 

 

Benefits 

 

Penn offers a wide range of benefits and perks - from Penn's retirement Matching Plan to bike repair stations to access to the full LinkedIn Learning library to adoption assistance to workshops at the letterpress and book arts studio and much more! 

 

Campus and Beyond

 

We invite you to explore our campus and its stately buildings and state-of-the-art facilities. 

 

Try our self-guided tour! Come and visit

 

Learn about sustainability at Penn

 

News 

 

Stay up-to-date with Penn's response to COVID-19: Coronavirus Information & Resources

 

Penn supports news publications that tell the ongoing story of the University community, communications services for external media, telephone and video services, and other media resources: Campus Media 

 

Connect with us!  

 

Instagram: @uofpenn 

Twitter: @Penn 

 

 

Company info
Telephone
(215) 898-7372
Location
3451 Walnut Street
Philadelphia
PA
19104
US

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