IT Support Specialist, Wellness Support

Trustees of University of Pennsylvania; United States; Hybrid; USD 55,000 - 75,000; Full time

Job summary

The University of Pennsylvania is hiring an IT Support Specialist for Wellness Support. The role provides high-quality IT assistance to Penn Wellness and the university community, including Saturday coverage and on-site support for clinical and administrative offices.

The position requires confidentiality and the ability to adapt to a fast-paced environment. You'll work a hybrid schedule (Tuesday through Saturday) with occasional evenings and additional weekend work.

Qualifications

• Bachelor of Science required with 1–2 years of experience or equivalent.
• Experience providing technical support for macOS and Windows in an academic or professional setting.
• Ability to work independently, manage priorities, and resolve issues.
• Strong client focus and clear written and verbal communication.
• Adaptable to changing priorities in a highly managed IT environment.
• Commitment to confidentiality and data security.
• Experience imaging, deploying, and supporting end-user systems.
• Experience with virtual desktop infrastructure and related technologies (Azure VDI, IGEL, Imprivata).
• Familiarity with EMR systems, especially Epic, is a plus.

Responsibilities

• Provide support coverage and endpoint management for Saturday hours; participate on the HireIT Wellness team during weekdays.
• Work a hybrid Tue–Sat schedule; some evenings and weekends may be required.
• Analyze client requirements, provide guidance, and coordinate resources for diverse needs.
• Diagnose and resolve complex hardware, software, and network issues.
• Review technical documentation to understand Penn's computing environment.
• Develop and maintain documentation for changes, policies, and best practices.
• Maintain knowledge of emerging technologies relevant to supported systems.
• Join university-wide project teams and user groups for collaboration and improvement.
• Perform other duties as assigned.

Skills

Technical support

macOS

Windows

Customer service

Communicate effectively

Prioritization

Independent worker

Documentation skills

Security and confidentiality

Imaging/deploying endpoints

Education

Bachelor of Science

Tools

Azure Virtual Desktop

IGEL

Imprivata

Epic EMR

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

IT Support Specialist, Wellness Support

Job Profile Title

Information Technology Support Specialist B

Job Description Summary

HireIT provides high-quality IT support services to ensure the reliable availability of computing resources for members of the University community. In addition to supporting HireIT clients, the IT Support Specialist will provide dedicated IT support to Penn Wellness, including coverage during Saturday operating hours and regular on-site support for clinical and administrative offices. This role requires the ability to work effectively in a clinical environment, maintain strict confidentiality, and adapt to the needs of a fast-paced office.

Job Description

Job Responsibilities

• Provide support coverage and endpoint management for Saturday hours. Participate on the HireIT Wellness support team during weekday hours.
• Work a hybrid schedule on an alternate Tuesday-through-Saturday schedule. Occasional evening and additional weekend work may be required to meet operational and client support needs.
• Analyze client requirements, provide technical guidance, and coordinate resources to support diverse business needs and objectives.
• Diagnose and resolve complex technical issues involving computing hardware, software, and network services.
• Review and interpret technical documentation to develop a comprehensive understanding of Penn's diverse computing environment and supported technologies.
• Develop and maintain technical documentation to communicate changes, introduce new concepts, and document policies, procedures, and best practices.
• Maintain current knowledge of emerging technologies and advancements relevant to supported systems and services.
• Participate in University-wide project teams, task forces, and user group meetings to support collaboration and continuous improvement.
• Other duties and responsibilities as assigned

Qualifications

• Bachelor of Science and 1 to 2 years of experience or equivalent combination of education and experience is required.
• Experience providing technical support for current macOS and Windows operating systems and productivity applications, preferably in an academic computing or professional services environment.
• Ability to work independently, manage competing priorities, and take initiative in resolving technical issues.
• Ability to thrive in a client-focused, technically driven environment while delivering responsive, high-quality support.
• Flexibility and adaptability in responding to changing priorities and varied work environments.
• Excellent interpersonal, verbal, and written communication skills, including the ability to explain technical concepts clearly.
• Demonstrated ability to build effective working relationships with a diverse range of clients and colleagues while providing exemplary technical support.
• Commitment to maintaining the confidentiality and security of sensitive information.
• Experience imaging, deploying, and supporting end-user systems in a highly managed IT environment.
• Experience supporting virtual desktop infrastructure and related technologies, such as Azure Virtual Desktop, IGEL, and Imprivata.
• Experience supporting electronic medical record (EMR) systems, particularly Epic.
• Ability to lead technical initiatives while collaborating effectively with others to achieve shared goals.
• Experience with audio-visual technologies and/or endpoint management is a plus.

Job Location - City, State

Philadelphia, Pennsylvania

About Information Systems & Computing:

Information Systems & Computing (ISC) is the University of Pennsylvania's central IT organizat