Information Technology Support Specialist Senior, Penn Arts & Sciences

Upenn; United States; On-site; USD 72,000 - 85,000; Full time

Job summary

University of Pennsylvania, based in Philadelphia, is seeking an Information Technology Support Specialist Senior to provide direct computing support to multiple departments while maintaining secure systems. The role includes supervising two IT Support Specialists and contributing to SAS and Penn-wide IT projects.

The position requires strong customer service, troubleshooting across MacOS/Windows/iOS/Android, and experience with FreshService and Office 365.

Qualifications

• Bachelor's degree required with 2–3 years of experience in IT support.
• Excellent customer service skills and professional communication are required.
• Strong supervisory ability and mentorship experience are required.
• Ability to troubleshoot MacOS, Windows, iOS, and Android devices.
• Knowledge of information security best practices per university standards is required.

Responsibilities

• Provide direct computing support to faculty, staff, and students in Fisher Bennett Hall.
• Maintain secure, reliable systems aligned with University standards.
• Supervise two full-time IT Support Specialists and mentor junior staff.
• Lead IT projects and coordinate with SAS and Penn-wide teams.
• Assist with EMS, FreshService, and documentation as needed.
• Support retirement of old equipment and upgrades of OS and services.

Skills

Customer service

Supervisory skills

Troubleshooting

Communication

Problem-solving

Education

Bachelor's degree

Tools

FreshService

BigFix

Office 365

Job description

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.

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 Senior, Penn Arts & Sciences

Job Profile Title

Information Technology Support Specialist Senior

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 - 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 the requirements of the position, and in alignment with salary ranges based on external market data for the job's level. Internal organization and peer data at Penn are also consi