Information Technology Support Specialist B

Information Technology Support Specialist B

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
Information Technology Support Specialist B

Job Profile Title
Information Technology Support Specialist B

Job Description Summary
The Information Technology Support Specialist (ITSS) provides technology support for the CHAS community involving hardware and/or software. They work as part of a team, but also have individual responsibilities within the department. The ITSS B position may lead projects and initiatives, provide an analysis of functional requirements, and exercises independent judgment in determining how to best meet the needs of users and the department.

Job Description

Job Responsibilities

• Working as part of a team in supporting the needs of the CHAS Helpdesk, including: being on duty as assigned to answer phones, chats, and triaging tickets; being part of on-call and off-hour rotation, providing on-site support and assisting in high-level, complex technical issues for faculty, staff, and students, following up on tickets in progress and coordinating with other team members as needed; working with ISC to oversee and coordinate high-level troubleshooting/projects, network port activations, and other needed requests; coordinating or assisting with IT support for CHAS events. Participating in and overseeing aspects of student move-in and training.
  
• In partnership with the IT Manager and/or Senior IT Support Specialist, managing the day-to-day operations and planning of the student support program, including shift scheduling, attendance, time approvals, and student employee management. Acting as a backup to the IT Manager and/or Senior ITSS for all aspects of student support program as needed. Responsible for assisting in the strategic planning and coordination with management team in relation to training and the overall operation.
  
• In collaboration with members of the ITSS team, responsible for video streaming and editing for CHAS events and other initiatives using complex and higher-level software and tools; Responsible for managing, organizing and maintaining our current library of content. Creating and updating video content for CHAS Technology. Assisting with A/V technology support and acting as a backup as needed for all CHAS A/V equipment and spaces.
  
• In coordination with CHAS Marketing, responsible for aligning strategies and developing overall graphic design layouts for CHAS Technology, including advertisements, signage, brochures, instructional/promotional videos, clothing, promotional items, etc.
  
• In coordination with the IT Manager, responsible for supporting CHAS asset management and ensuring assets are accounted for and trackable in the management tool. Tagging/tracking equipment and maintaining accurate system information. Archiving invoices and contracts related to equipment purchases and services. Coordinating disposal and proper documentation of retired assets.
  
• Providing additional support for CHAS Tech areas, including: listserv management, SharePoint support, knowledge base articles, PennFlex phone, and others.
  

Qualifications

• A Bachelor's Degree and a minimum of one year of related experience, or an equivalent combination of education and experience, are required.
  
• A minimum of 3 years of technical support experience is preferred. Demonstrated knowledge and skill supporting MacOS and Windows desktop computers, printers, scanners, AV equipment and a wide variety of software applications required.
  
• Experience in graphic design, publications, brochures, website design, logos, etc. and the use of tools such as Adobe In Design, Illustrator, and Photoshop, or a high aptitude and desire to learn these skills is required.
  
• Experience using common A/V equipment, event streaming, video production and editing, and the use of tools such as Adobe Premiere and iMovie, or a high aptitude and desire to learn these skills is required.
  
• Strong problem-solving abilities are required.
  
• Experience in an academic computing environment preferred.
  
• Experience with Penns supported applications and networking a plus.
  
• Strong technical writing and excellent communication and customer service skills are required.
  
• Experience preparing documentation and performing personal training are highly desirable.
  
• Ability to coordinate and lead effectively.
  
• Ability to simultaneously manage multiple assignments of varying durations.
  
• Demonstrated excellent organizational skills and attention to fine details.
  
• Ability to work independently and as part of a team.
  
  

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. Optionally, applicants may submit links to examples or a portfolio of their graphic design work.
  

Targeted Pay Range

• $43,919 - $63,000. 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.
  

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
College Houses and Academic Services

Pay Range

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.
  

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


To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/Sansom-West/Information-Technology-Support-Specialist-B_JR00071251



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