Senior IT Support Specialist & Team Lead — Academic IT

University of Pennsylvania; United (PA); On-site; USD 72,000 - 85,000; Full time

Job summary

University of Pennsylvania in Philadelphia, PA seeks an Information Technology Support Specialist Senior to provide direct computing support to multiple departments, maintain secure systems, and supervise staff. You will liaise with faculty and students, understand research needs, and recommend technology improvements.

The role includes leading IT projects, mentoring two full-time staff, and collaborating with SAS teams to implement new solutions while upholding Penn standards and best practices.

Qualifications

• Bachelor of Science and 2 to 3 years of experience or an 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 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, including desktop, mobile, and software support.
• Develop long-term client relationships with faculty, staff, and students and understand research needs.
• Supervise two full-time LSPs and mentor them for career development.
• Contribute to SAS internal teams and IT projects across Penn.
• Lead the FBH pod's efforts in SAS and Penn-wide IT initiatives with regular progress reporting.

Skills

Customer service

Supervisory skills

Troubleshoot MacOS/Windows

iOS/Android devices

Information security

Education

Bachelor of Science

Tools

BigFix

FreshService

Microsoft Office365

Job description

University of Pennsylvania in Philadelphia, PA seeks an Information Technology Support Specialist Senior to provide direct computing support to multiple departments, maintain secure systems, and supervise staff. You will liaise with faculty and students, understand research needs, and recommend technology improvements.

The role includes leading IT projects, mentoring two full-time staff, and collaborating with SAS teams to implement new solutions while upholding Penn standards and best practices.