Information Technology Support Specialist Senior, Penn Arts

University of Pennsylvania; United (PA); On-site; USD 72,000 - 85,000; Full time

Job summary

University of Pennsylvania in Philadelphia, PA seeks an Information Technology Support Specialist Senior to provide direct computing support to multiple departments, maintain secure systems, and supervise staff. You will liaise with faculty and students, understand research needs, and recommend technology improvements.

The role includes leading IT projects, mentoring two full-time staff, and collaborating with SAS teams to implement new solutions while upholding Penn standards and best practices.

Qualifications

• Bachelor of Science and 2 to 3 years of experience or an equivalent combination of education and experience is required.
• Excellent customer service skills, including prompt, consistent, and respectful communication, are required.
• Strong supervisory skills, including technical mentorship, are required.
• Ability to troubleshoot both MacOS and Windows operating systems, as well as iOS and Android devices, is required.
• Knowledge of information security best practices in accordance with University standards, is required.
• Experience with machine management, particularly through BigFix, is very desirable.
• Experience supporting Microsoft Office365 email, calendar, and other applications is required.
• Experience with ticket management systems, FreshService in particular, is desirable.

Responsibilities

• Provide technological support to faculty, staff, and students in Fisher Bennett Hall, including desktop, mobile, and software support.
• Develop long-term client relationships with faculty, staff, and students and understand research needs.
• Supervise two full-time LSPs and mentor them for career development.
• Contribute to SAS internal teams and IT projects across Penn.
• Lead the FBH pod's efforts in SAS and Penn-wide IT initiatives with regular progress reporting.

Skills

Customer service

Supervisory skills

Troubleshoot MacOS/Windows

iOS/Android devices

Information security

Education

Bachelor of Science

Tools

BigFix

FreshService

Microsoft Office365

Job description

Information Technology Support Specialist Senior, Penn Arts& Sciences

University Overview

The University of Pennsylvania, the largest private employer inPhiladelphia, is a world-renowned leader in education, research,and innovation. This historic, Ivy League school consistently ranksamong the top 10 universities in the annual U.S. News & WorldReport survey. Penn has 12 highly-regarded schools that provideopportunities for undergraduate, graduate and continuing education,all influenced by Penn's distinctive interdisciplinary approach toscholarship and learning. As an employer Penn has been rankednationally on many occasions with the most recent award from Forbeswho named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city ofPhiladelphia. The University is situated on a beautiful urbancampus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance andlandmarks, lively cultural offerings, and wide variety ofatmospheres, Philadelphia is the perfect place to call home forwork and play.

The University offers a competitive benefits package that includesexcellent healthcare and tuition benefits for employees and theirfamilies, generous retirement benefits, a wide variety ofprofessional development opportunities, supportive work and familybenefits, a wealth of health and wellness programs and resources,and much more.

Posted Job Title

Information Technology Support Specialist Senior, Penn Arts &Sciences

Job Profile Title

Information Technology Support Specialist Senior

Job Description Summary

Provides direct computing support to several academic departmentsand centers, helping these groups to make effective use oftechnology in all aspects of their research, teaching, andadministrative missions. This person will maintain secure, reliablesystems in keeping with University standards and help furtherprogram goals through creative use of information technology. Theposition supervises two full-time IT Support Specialists and maysupervise part-time staff.

Job Description

The University of Pennsylvania, the largest private employer inPhiladelphia, is a world-renowned leader in education, research,and innovation. The School of Arts and Sciences formsthe foundation of the scholarly excellence that has establishedPenn as one of the world's leading research universities. We teachstudents across all twelve Penn schools, and our academicdepartments span the reach from anthropology and biology tosociology and South Asian studies.

Duties/Job Responsibilities

• Provide technological support to faculty, staff, and studentsin Fisher Bennett Hall. This includes direct support for usersusing desktop computers and peripherals, mobile devices, andsoftware, and Mac/Windows/Linux operating systems.
• Develop long-term client relationships with faculty, staff, andstudents in English, Linguistics, Africana Studies, Music, Historyof Art, Anthropology, and the all of the programs and centerssupported by the Fisher-Bennett Hall team. Strive to understandfaculty research needs and make appropriate technologicalrecommendations.
• Supervise two full-time LSPs. Ensure that they provide theirassigned departments with effective support and excellent customerservice. Provide mentorship to both LSPs and advocate for theircareer development, helping them to develop their skills andknowledge.
• Contribute to SAS internal team(s). Could include EMS,Documentation, FreshService, etc.
• Lead FBH pod's efforts in SAS and Penn-wide IT projects (e.g.retiring end of life equipment, launching new products/services,upgrading OS), ensuring that progress is reported regularly anddeadlines are met.
• Other duties as assigned

Qualifications

Bachelor of Science and 2 to 3 years of experience or equivalentcombination of education and experience is required. Excellentcustomer service skills, including prompt, consistent, and respectful communication, are required. Strong supervisory skills,including technical mentorship, are required. Ability totroubleshoot both MacOS and Windows operating systems, as well asiOS and Android devices is required. Knowledge of and attention toinformation security best practices, in accordance with Universitystandards, is required. Experience with machine management,particularly through BigFix, is very desirable. Experiencesupporting Microsoft Office365 email, calendar, and otherapplications is required. Experience with ticket managementsystems, FreshService in particular, is desirable.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

School of Arts and Sciences

Pay Range

$71,733.00 - $85,000.00 Annual Rate

Salary offers are made based on the candidate's qualifications,experience, skills, and education as they directly relate to therequirements of the position, and in alignment with salary rangesbased on external market data for the job's level. Internalorganization and peer data at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer.Candidates are considered for employment without regard to race,color, sex, sexual orientation, religion, creed, national origin(including shared ancestry or ethnic characteristics), citizenshipstatus, age, disability, veteran status or any class protectedunder applicable federal, state or local law.

Special Requirements

Background checks may be required after a conditional job offer ismade. Consideration of the background check will be tailored to therequirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Pennoffers comprehensive medical, prescription, behavioral health,dental, vision, and life insurance benefits to protect you and yourfamily's health and welfare. You can also use flexible spendingaccounts to pay for eligible health care and dependent careexpenses with pre-tax dollars.
• Tuition: Take advantage of Penn's exceptional tuitionbenefits. You, your spouse, and your dependent children can gettuition assistance here at Penn. Your dependent children are alsoeligible for tuition assistance at other institutions.
• Retirement: Penn offers generous retirement plans tohelp you save for your future. Penn's Basic, Matching, andSupplemental retirement plans allow you to save for retirement on apre-tax or Roth basis. Choose from a wide variety of investmentoptions through TIAA and Vanguard.
• Time Away from Work: Penn provides you with asubstantial amount of time away from work during the course of theyear. This allows you to relax, take vacations, attend to personalaffairs, recover from illness or injury, spend time withfamily-whatever your personal needs may be.
• Long-Term Care Insurance: In partnership with GenworthFinancial, Penn offers faculty and staff (and your eligible familymembers) long-term care insurance to help you cover some of thecosts of long-term care services received at home, in the communityor in a nursing facility. If you apply when you're newly hired, youwon't have to provide proof of good health or be subject tounderwriting requirements. Eligible family members must alwaysprovide proof of good health and are subject to underwriting.
• Wellness and Work-life Resources: Penn is committed tosupporting our faculty and staff as they balance the competingdemands of work and personal life. That's why we offer a widevariety of programs and resources to help you care for your health,your family, and your work-life balance.
• Professional and Personal Development: Penn provides anarray of resources to help you advance yourself personally andprofessionally.
• University Resources: As a member of the Penn community,you have access to a wide range of University resources as well ascultural and recreational activities. Take advantage of theUniversity's libraries and athletic facilities, or visit ourarboretum and art galleries. There's always something going on atPenn, whether it's a new exhibit at the Penn Museum, the latestmusic or theater presentation at the Annenberg Center, or the PennRelays at Franklin Field to name just a few examples. As a memberof the Penn community, you're right in the middle of theexcitement-and you and your family can enjoy many of theseactivities for free.
• Discounts and Special Services: From arts andentertainment to transportation and mortgages, you'll find greatdeals for University faculty and staff. Not only do Penn arts andcultural centers and museums offer free and discounted admissionand memberships to faculty and staff. You can also enjoysubstantial savings on other goods and services such as new carsfrom Ford and General Motors, cellular phone service plans, movietickets, and admission to theme parks.
• Flexible Work Hours: Flexible work options offercreative approaches for completing work while promoting balancebetween work and personal commitments. These approaches involve useof non-traditional work hours, locations, and/or jobstructures.
• Penn Home Ownership Services: Penn offers a forgivableloan for eligible employees interested in buying a home orcurrently residing in West Philadelphia, which can be used forclosing costs or home improvements.
• Adoption Assistance: Penn will reimburse eligibleemployees on qualified expenses in connection with the legaladoption of an eligible child, such as travel or court fees, for upto two adoptions in your household.