Information Technology Support Specialist Senior, Penn Arts & Sciences

Clay Today; Philadelphia (Philadelphia County); On-site; USD 72,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Tuition benefits

Retirement plans

Flexible work hours

Wellness resources

Job summary

The University of Pennsylvania in Philadelphia seeks an Information Technology Support Specialist Senior to provide direct computing support to multiple academic departments in Fisher Bennett Hall. The role supervises two full-time IT Support Specialists and may mentor part-time staff.

Responsibilities include supporting faculty, staff, and students across MacOS, Windows, iOS, and Android, building relationships to tailor technology solutions, and contributing to SAS and Penn-wide IT

Qualifications

• Bachelor of Science and 2 to 3 years of experience or 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 and attention to 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 across desktops, peripherals, mobile devices, and multiple OS.
• Develop long-term client relationships with faculty, staff, and students and understand research needs to recommend solutions.
• Supervise two full-time LSPs and mentor their career development.
• Contribute to SAS internal teams and IT projects across Penn.
• Lead FBH pod's IT projects and ensure deadlines are met.
• Other duties as assigned

Skills

Customer service

Supervisory skills

Troubleshooting OS

Information security

FreshService experience

Education

Bachelor of Science

Tools

BigFix

Microsoft Office365

Job description

Information Technology Support Specialist Senior, Penn Arts & Sciences

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. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.

Job Description Summary

Provides direct computing support to several academic departments and centers, helping these groups to make effective use of technology in all aspects of their research, teaching, and administrative missions. This person will maintain secure, reliable systems in keeping with University standards and help further program goals through creative use of information technology. The position supervises two full-time IT Support Specialists and may supervise part-time staff.

Job Description

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. The School of Arts and Sciences forms the foundation of the scholarly excellence that has established Penn as one of the world's leading research universities. We teach students across all twelve Penn schools, and our academic departments span the reach from anthropology and biology to sociology and South Asian studies.

Duties/Job Responsibilities

• Provide technological support to faculty, staff, and students in Fisher Bennett Hall. This includes direct support for users using desktop computers and peripherals, mobile devices, and software, and Mac/Windows/Linux operating systems.
• Develop long-term client relationships with faculty, staff, and students in English, Linguistics, Africana Studies, Music, History of Art, Anthropology, and the all of the programs and centers supported by the Fisher-Bennett Hall team. Strive to understand faculty research needs and make appropriate technological recommendations.
• Supervise two full-time LSPs. Ensure that they provide their assigned departments with effective support and excellent customer service. Provide mentorship to both LSPs and advocate for their career development, helping them to develop their skills and knowledge.
• 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 and deadlines are met.
• Other duties as assigned

Qualifications

• Bachelor of Science and 2 to 3 years of experience or 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 and attention to 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.

Job Location

Philadelphia, Pennsylvania

Pay Range

$71,733.00 - $85,000.00 Annual Rate

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), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.

Special Requirements

Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
• Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family-whatever your personal needs may be.
• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of program and resources to help you care for your health, your family, and your work-life balance.
• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement-and you and your family can enjoy many of these activities for free.
• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and membership to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.