IT Support Specialist

Penn State University; United States; Remote; USD 46,000 - 68,000; Full time

Job summary

A prominent university in the United States is seeking a Remote Intermediate Level IT Support Specialist focused on customer service excellence and operational efficiency. This role involves providing remote technical support for a variety of endpoint devices. Candidates should possess knowledge in Windows, Mac OS, and Office 365 administration. A competitive salary range of $46,400.00 - $67,300.00 with substantial benefits, including a tuition discount, is offered.

Benefits

Competitive medical, dental, and vision coverage

75% tuition discount for employees and dependents

Substantial paid time off

Qualifications

• 2+ years of relevant experience or equivalent education.
• Knowledge of centralized incident/request systems.
• Experience with endpoint security best practices.

Responsibilities

• Provide remote IT support via phone, chat, and email tickets.
• Monitor and resolve service requests using ServiceNow.
• Assist users with configuration and setup of devices.

Skills

Customer service focus

Remote IT support

Incident management

Troubleshooting

Configuration

Security best practices

Education

General Equivalency Diploma (GED) or High School

Tools

ServiceNow

Windows

Mac OS

Office 365

Job description

APPLICATION INSTRUCTIONS

• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.
• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.
• If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants.

Approval of remote and hybrid work is not guaranteed regardless of work location. For additional information on remote work at Penn State, see Notice to Out of State Applicants.

POSITION SPECIFICS

The Deskside Support team within Customer Experience, a division of Penn State IT, is seeking a customer service-focused, self-driven, and highly motivated Remote Intermediate Level IT Support Specialist to be part of a team that supports roughly 8,000 unique endpoint devices and 28 non-IT business units. This position will be a combination tier 1/tier 2 position and provide remote technical assistance to users while maintaining a strong commitment to customer service and operational excellence.

POSITION DETAILS

• Shift: Monday-Friday 3pm-11pm EST.

• Candidates must have a reliable high-speed internet connection and a dedicated workspace conducive to remote support.

RESPONSIBILITIES

• Customer Service Excellence: Provide remote IT support via phone, chat, and email tickets, ensuring an outstanding customer experience.

• Incident Management: Monitor and resolve service requests using ServiceNow, escalating support items as needed and adhering to university policies.

• Hardware and Software Support: Assist users with troubleshooting, configuration, and remote setup of Windows and Mac OS devices, Office 365, and other university-supported software.

• Security & Compliance: Ensure timely software updates and security patches to reduce threat vectors for endpoints.

• Continuous Improvement: Work with stakeholders to enhance support processes and implement measurable service improvements.

• Team Collaboration and Mentoring: Actively engage in virtual team meetings, contribute to process development, and participate in peer mentoring to enhance team capabilities.

QUALIFICATIONS

Candidates should have knowledge and experience in:

• Centralized incident and request systems (e.g., ServiceNow)

• Windows and Mac operating systems

• Office 365 administration and troubleshooting

• Endpoint security best practices

• Experience with Mac OS and iOS is preferred

MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS

General Equivalency Diploma (GED) or High School (HS) 2+ years of relevant experience; or an equivalent combination of education and experience accepted Required Certifications: None

APPLICATION MATERIALS

Candidates should upload a cover letter and resume at the time of application for consideration.

BACKGROUND CHECKS/CLEARANCES

Employment with the University will require successful completion of background check(s) in accordance with University policies. Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.

SALARY & BENEFITS

The salary range for this position, including all possible grades, is $46,400.00 - $67,300.00.

Salary Structure - Information on Penn State\'s salary structure

Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.

CAMPUS SECURITY CRIME STATISTICS

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.

EEO IS THE LAW

Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

The Pennsylvania State University is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university’s teaching, research, and service mission.

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