Helpdesk Technician

Helpdesk Technician

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
Helpdesk Technician

Job Profile Title
Systems Technician/Operations Assistant I

Job Description Summary
Working within the Client and Core Services department, the Helpdesk Technician acts as the first point of contact for staff and patrons seeking IT support in the Penn Libraries. You'll monitor communications channels, interact with end users and other customers in person and remotely, and document and appropriately route questions, requests and incident reports. Provide technical and troubleshooting assistance related to computer hardware and software, web-based applications and services, mobile devices and other technologies. Assist with IT administration tasks including account management, tracking software licenses, and auditing hardware, software, and resources usage. Prepare and update documentation for end users on commonly used systems and services. Assist with IT purchasing and vendor repair service communications. Oversee temporary lending of mobile technology to staff and maintain and distribute supplies of common consumable IT hardware such as portable drives and cables. Participate in oversight of student workers in the Tech Center and act as a point of escalation when they need support.

The successful candidate will thrive in a fast paced collaborative environment where you'll frequently work with customers of all technical levels. You'll ensure their issues are addressed in an efficient and professional way and will prioritize good customer service and rapid resolution. You'll work as part of a team for many projects but must also be comfortable working independently. Good organization skills, curiosity and a strong customer focus are essential qualities.

Job Description

Job Responsibilities

• Monitor communications channels, interact with end users and customers, document and appropriately route questions, requests and incident reports.
• Provide technical and troubleshooting assistance related to computer hardware and software, web based applications and services, mobile devices and other technologies.
• Create, assign and follow-up on tickets following established protocols.
• Assist with IT administration tasks including account management for various systems, tracking software licenses, and auditing hardware, software, and resources usage.
• Assist with IT purchasing, software licensing and vendor and repair service communications.
• Participate in oversight of student workers in the Tech Center and act as a point of escalation when they need support.
• Oversee temporary lending of mobile technology to staff and maintain and distribute supplies of common consumable IT hardware such as portable drives and cables.
• Prepare and update documentation for end users on commonly used systems and services.
  

Qualifications

• A Bachelor degree, preferably in Computer Science or similar field and 1 to 3 years' experience, or equivalent combination of education and experiences required.
• Experience with Windows and Mac operating systems, computer hardware, desktop software and networking is required.
• Excellent interpersonal, oral and written communication skills needed with the ability to present technical materials clearly.
• Knowledge in areas of information security, audio-visual systems, Active Directory, and web development are highly desirable.
• Knowledge and/or experience with library operations helpful.
  

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.

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
University Library

Pay Range
$31.65 - $35.40 Hourly Rate
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/Van-Pelt-Library/Helpdesk-Technician_JR00072961-1



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