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 Pennâ™s distinctive interdisciplinary approach to scholarship and learning.
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
Senior IT Support Specialist
Job Profile Title
Information Technology Support Specialist Senior
Job Description Summary
Act as a member of the ISC's (Information Systems & Computing Systems) Client Care team working on the service desk to provide computing support and related services to University clients.
Work as an advocate and facilitator on behalf of all ISC clients. Â Work as part of a specialized technical team focusing on different desktop engineering solutions, such as cloud-based endpoint backup tools, mobile device management (JAMF, MaaS360), desktop imaging solutions (Ghost, Clonezilla, MDT), antivirus/EDR products like Symantec Endpoint Protection (managed and unmanaged), and other endpoint technologies. Facilitate access and provision accounts to a variety of shared security and management solutions for desktop and mobile devices, including escalation of tickets directly to the vendors involved. Perform as a lead and/or member of Client Careâ™s service teams whose goal is to provide first and second level support of client-facing services. Act as single point of contact to clients for requests and incidents, manage internal escalation, vendor management and customer communications. Provide expert level consultation and support to the campus community.Â Diagnose and resolve complex technical problems with computing hardware, software, and network services. Participate on various project and campus technology teams, and occasionally lead projects and groups.Â Act as project support and manage client communications on major cross-organizational projects.Â Write and publish content about ISC services such as service updates, changes and retirements, outages (planned and unplanned), information security alerts, technical support documentation, and various project-related communications necessary for supporting the IT staff working in Pennâ™s schools/centers.Â Maintain expert knowledge of Penn's supported computing technologies and communicate with clients regarding computing standards, policies, and support practices.Â Attend conferences and seminars, and complete internal and external training programs to develop and improve project management, interpersonal, and technical skills.
BA/BS and 2 - 3 years of experience; or equivalent combination of education and experience.
All applicants are required submit a cover letter and resume when applying to this position.
Job Location - City, State
Department / School
Information Systems and Computing
$50,684.00 - $138,391.00
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.
Internal Number: JR00011163
About University of Pennsylvania
Penn has a long and proud tradition of intellectual rigor and pursuit of innovative knowledge, begun by Benjamin Franklin in 1740. That tradition lives today through the creativity, entrepreneurship, and engagement of our faculty, students, and staff. Academic life at Penn is unparalleled, with an undergraduate student body of 10,000 from every U.S. state and around the world. The entering class of 2015 is the most talented and diverse in Penn's history. Consistently ranked among the top 10 universities in the country, Penn welcomes an additional 10,000 students to our top-ranked graduate and professional schools.