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
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
- Monitor communications channels, interact with end users and
customers, document and appropriately route questions, requests and
- 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
- 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.
- 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
- Knowledge in areas of information security, audio-visual
systems, Active Directory, and web development are highly
- Knowledge and/or experience with library operations
Job Location - City, State
- 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.
Department / School
$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
Background check required after a conditional job offer is made.
Consideration of the background check will be tailored to the
requirements of the job.
- 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
- 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
- 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
- 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: 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