Senior IT Support Specialist

University of Pennsylvania; United (PA); On-site; USD 72,000 - 82,000; Full time

Job summary

The Senior IT Support Specialist at University of Pennsylvania provides advanced technical support for Penn Wellness, coordinating IT services and ensuring uninterrupted patient care operations. The role requires troubleshooting complex issues, collaborating with security and privacy teams, and mentoring junior staff.

Responsibilities include managing the Wellness ticket queue, engaging with diverse clients, and maintaining documentation.

Qualifications

• Bachelor of Science required or equivalent combination of education and experience.
• Experience providing technical support for Macintosh and Windows operating systems and productivity applications.
• Experience in supporting electronic medical record systems (Epic).
• Ability to thrive in a client-centric, technically focused environment.
• HIPAA compliance experience preferred.

Responsibilities

• Provide advanced technical support and consultation for Wellness services.
• Lead initiatives and coordinate IT services across departments with focus on user satisfaction.
• Maintain and update knowledge base and user communications.
• Manage ticket queues and respond to escalations to meet SLAs.
• Offer hands-on support in multiple campus locations and odd hours when required.

Skills

Customer service

Communication

Organizational skills

Time management

Adaptability

Mentorship

Education

Bachelor of Science

Tools

Epic EMR

Azure Virtual Desktop

IGEL

Imprivata

Job description

Senior IT Support Specialist

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 & WorldReport 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

Senior IT Support Specialist

Job Profile Title

Information Technology Support Specialist Senior

Job Description Summary

The Senior IT Support Specialist is responsible for providing advanced technical support and consultation for Penn Wellness and its associated clinical, counseling, public health, and immunization services. The role serves as a primary point of contact between HireIT and Penn Wellness, supporting critical healthcare technologies, troubleshooting complex technical issues, and coordinating IT services that enable uninterrupted patient care operations. This position develops specialized expertise in Wellness systems and workflows, leads strategic projects and operational initiatives, collaborates with security, privacy, and Penn Medicine stakeholders on compliance-related matters, and helps ensure that technology services align with the needs of the University’s student health mission. The position plays a key role in maintaining service continuity, improving client support, and advancing HireIT's ability to effectively serve a complex healthcare environment.

Job Description

• Facilitate the Wellness support efforts, ensuring high levelsof availability and rapid response for any technology issues thatmay arise.
• Lead initiatives on behalf of clients and represent the clientsin larger enterprise initiatives by providing planning and strategic direction, collecting and representing clientrequirements, and developing communications plans to ensuresuccessful completion. Identify, track, and communicate issues,updates, and risks to clients and other stakeholders.
• Build and maintain relationships across ISC, the University,clients, and Penn Medicine.
• Participate in educational opportunities for continual learningon new technology, business processes, and professionaldevelopment.
• Interact daily with clients who have varying levels oftechnical expertise and provide them with top-tier support andconsulting through support on HireIT intake (phone, email, ticketmanagement system).
• Manage the Wellness ticket queue, act as primary point ofcontact for Wellness escalations ensuring all work is assigned andmeeting the SLA.
• Provide hands-on technical support and assistance to clients invarious campus locations.
• Diagnose and resolve technical problems with computinghardware, software, and network services.
• Maintain support level knowledge of client hardware andapplications. Contribute to knowledge base, documentation, andclient communications.
• May include occasional coverage for evenings, weekends, andrecognized University holidays.
• Establish and foster ongoing relationships with clientsincluding client relationship management and communication withclients to keep them apprised of changes and updates.
• Keep clients apprised of Penn computing policies, standards,and recommended practice. Maintain working knowledge of clientoffice functions and needs.
• Consult with clients and colleagues on diverse businessneeds.
• Recommend and review IT solutions for improving work, based onanalysis and understanding of business and operationalrequirements.
• Plan, develop, implement, and manage projects/solutionsinvolving clients, vendors, and other IT entities at theUniversity.
• Serve as subject matter expert resource for HireIT, leadinginitiatives and managing projects, coordinating resources insupport of a variety of division-wide and client-specific businessgoals.
• Serve as a resource for colleagues and a mentor to juniorstaff.
• Create and maintain technical documentation, knowledge basearticles, procedures, and client communications related to Wellnessservices.
• Occasional coverage for evenings, weekends, and recognizedUniversity holidays may be required.
• Other duties and responsibilities as assigned.

Qualifications

• Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required.
• Experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment.
• Experience in supporting virtual desktop systems (Azure Virtual Desktop, IGEL, Imprivata).
• Experience with supporting electronic medical record systems (Epic).
• Ability to thrive in a client-centric, technically focused environment.
• Ability to adapt to a changing and variable work experience.
• Excellent interpersonal, oral and written communication skills with the ability to present technical materials clearly.
• Organizational skills: the ability to create and keep deadlines, goal setting, and time management.
• Ability to work with a wide variety of clients and colleagues, delivering exemplary technical support and mentorship.
• Ability and commitment to maintaining the confidentiality of sensitive materials.
• Experience with HIPAA compliance preferred.
• Experience configuring, deploying and supporting client systems in a highly managed environment.
• Ability to both lead and work in support of others to produce best outcomes.

Job Location - City, State

Philadelphia, Pennsylvania

About Information Systems & Computing:

Information Systems & Computing (ISC) is the University of Pennsylvania's central IT organization, providing the core network,data, voice, video, and enterprise application infrastructure and services upon which Penn's numerous Schools and Centers build their unique tools and capabilities.

ISC's 300-plus employees work closely with the University's IT organizations in order to create, deliver and support products and services that help Schools and Centers operate efficiently andeffectively. We strive to be easy to work with, and to serve as a trusted advisor to Penn's IT community, faculty, staff and students in support of an environment of discovery and progress.

ISC's focus on customer service and the high-quality,cost-effective, reliable implementation of modern IT solutions advances the mission of the University, as well as that of eachindividual School and Center. At Penn, technological freedom anddepartmental autonomy represent dearly held core values. ISC's supports those ideas by providing foundational services and cogent counsel, empowering individuals and departments to employ theirdistinct strengths in support of their goals.

Department / School

Information Systems and Computing

Pay Range

$71,733.00 - $82,000.00 Annual Rate

Salary offers are made based on the candidate's qualifications,experience, skills, and education as they directly relate to therequirements of the position, and in alignment with salary rangesbased on external market data for the job's level. Internalorganization and peer data at Penn are also considered.

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), citizenshipstatus, age, disability, veteran status or any class protectedunder 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: Pennoffers comprehensive medical, prescription, behavioral health,dental, vision, and life insurance benefits to protect you and yourfamily's health and welfare. You can also use flexible spendingaccounts to pay for eligible health care and dependent careexpenses with pre-tax dollars.
• Tuition: Take advantage of Penn's exceptional tuitionbenefits. You, your spouse, and your dependent children can gettuition assistance here at Penn. Your dependent children are alsoeligible 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 investmentoptions through TIAA and Vanguard.
• Time Away from Work: Penn provides you with asubstantial amount of time away from work during the course of theyear. This allows you to relax, take vacations, attend to personalaffairs, recover from illness or injury, spend time withfamily-whatever your personal needs may be.
• Long-Term Care Insurance: In partnership with GenworthFinancial, Penn offers faculty and staff (and your eligible familymembers) long-term care insurance to help you cover some of thecosts of long-term care services received at home, in the communityor in a nursing facility. If you apply when you're newly hired, youwon't have to provide proof of good health or be subject tounderwriting requirements. Eligible family members must alwaysprovide 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 competingdemands of work and personal life. That's why we offer a widevariety of programs 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 andprofessionally.
• 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 theUniversity's libraries and athletic facilities, or visit ourarboretum and art galleries. There's always something going on atPenn, whether it's a new exhibit at the Penn Museum, the latestmusic or theater presentation at the Annenberg Center, or the PennRelays at Franklin Field to name just a few examples. As a memberof the Penn community, you're right in the middle of theexcitement-and you and your family can enjoy many of theseactivities for free.
• Discounts and Special Services: From arts andentertainment to transportation and mortgages, you'll find greatdeals for University faculty and staff. Not only do Penn arts andcultural centers and museums offer free and discounted admissionand memberships to faculty and staff. You can also enjoysubstantial savings on other goods and services such as new carsfrom Ford and General Motors, cellular phone service plans, movietickets, and admission to theme parks.
• Flexible Work Hours: Flexible work options offercreative approaches for completing work while promoting balancebetween work and personal commitments. These approaches involve useof non-traditional work hours, locations, and/or jobstructures.
• Penn Home Ownership Services: Penn offers a forgivableloan for eligible employees interested in buying a home orcurrently residing in West Philadelphia, which can be used forclosing costs or home improvements.
• Adoption Assistance: Penn will reimburse eligibleemployees on qualified expenses in connection with the legaladoption of an eligible child, such as travel or court fees, for uptwo adoptions in your household.

To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay

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), citizenshipstatus, age, disability, veteran status or any class protectedunder applicable federal, state, or local law.