Senior IT Support Lead - Flexible Hours & Growth

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

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