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Senior IT Support Specialist (Hybrid Eligible)

University of Pennsylvania
Pennsylvania, United States
Salary Not specified
Posted Date
Mar 1, 2023

Senior IT Support Specialist (Hybrid Eligible)

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 Employers By State in 2021.

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.

COVID-19 vaccination is a requirement for all positions at the University of Pennsylvania. New hires are expected to be fully vaccinated before beginning work at the University. For more information about Penn's vaccine requirements, visit the Penn COVID-19 Response website for the latest information.

Posted Job Title
Senior IT Support Specialist (Hybrid Eligible)

Job Profile Title
Information Technology Support Specialist Senior

Job Description Summary
Working within the Libraries' Client Services unit, the Senior IT Support Specialist will coordinate support for a portfolio of campus departmental libraries. Your focus will be on ensuring positive customer support experiences for staff and patrons, building strong collaborative relationships with colleagues to support library services, timely resolution of issues, communicating promptly, and handling customers with a client-focused professional attitude. Provide both 1st and 2nd tier level support for Windows and Mac computer hardware, software and networking issues and plan and execute complex IT projects. You will pro-actively identify issues and ongoing problems and be responsible for assessing, addressing, or escalating as appropriate to ensure proper resolutions.

This position assists with ensuring IT security, privacy of user data, and enforcement of acceptable use and other technology policies. The library prominently features many group study rooms, classrooms and presentation spaces and the Senior IT Support Specialist will be expected to assist in troubleshooting, maintaining, upgrading and operating the AV systems in these spaces. Additionally, the library utilizes and makes available emerging technology including 3d printers and scanners, and VR/XR equipment and this position would assist subject matter experts in these areas. You will be working as part of a team of IT professionals, but will frequently work independently, and you will assist in developing, documenting, and deploying new systems and services, and participate in campus-wide projects and teams. The successful candidate will stay current on new technology and trends, have broad technical interests, work effectively with people of varying levels of technical expertise, will be able to communicate effectively in person and in writing, and will exercise independent judgment to determine how best to meet customer needs.

Job Description

  • Coordinate IT Support for Penn's departmental Libraries outside of the Van Pelt Dietrich Library Center. Ensure positive customer support experiences for staff and patrons. Provide direct 1st and 2nd Tier support services to staff and patrons to address address complex desktop, mobile, networking, and application issues..
  • Support AV systems in groups study rooms, classrooms and presentation spaces.
  • Plan and execute complex IT projects.
  • Administer servers, and server and cloud based applications and services.


Bachelor's degree and experience supporting a variety of computing systems and software or an equivalent combination of education and experience. Several years of experience providing support for a variety of desktop operating systems, including Windows and Mac OS; mobile operating systems, and a wide variety of software applications, including Microsoft Office, endpoint security, and software utilities is required. Effective interpersonal skills, excellent social skills, independent problem-solving and decision-making, self-direction, and ability to handle a complex workload. Excellent customer service skills with the ability to exercise excellent judgment, tact, and confidentiality. Experience with Active Directory management tools, patching and remote management applications, and enterprise cloud services. Skill with AV and presentation systems, peripherals, 3D printing and AR/VR systems highly desired.

Application Requirement:A Cover Letter and Resume/CV are required to be considered for this position. Please upload your Cover Letter where it asks you to upload your Resume/CV; multiple documents are allowed.Targeted Pay Range:$ 60,000-$70,000 commensurate with education and experience

Job Location - City, State
Philadelphia, Pennsylvania
Hybrid Eligible - This position is eligible for a hybrid work schedule with a work week divided between working onsite and working remotely.

Department / School
University Library

Pay Range
$51,824.00 - $109,535.33
Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.

Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements
Background check 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: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
  • Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible 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 investment options through TIAA and Vanguard.
  • Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.
  • Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide 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 competing demands of work and personal life. That's why we offer a wide variety 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 and professionally.
  • 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 the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement—and you and your family can enjoy many of these activities for free.
  • Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
  • Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
  • Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
  • Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

To learn more, please visit:

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