Information Technology Support Specialist B

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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 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 and the use of Penn Open Pass, visit the Penn COVID-19 Response website for the latest information.

Posted Job Title
Information Technology Support Specialist B

Job Profile Title
Information Technology Support Specialist B

Job Description Summary
Provide technology support and expertise in administrative computing for the Division of University Life, which is comprised of 30 (thirty) offices across Penn's
campus. Technology includes but is not limited to personal computers, laptops, mobile technology, peripherals, various software and hardware, classroom technology, instructional, and collaborative applications. Diagnose and resolve complex technical problems with computing hardware, software, and network services; working daily with individuals across the Division with varying levels of technology expertise, exercising independent judgment in determining how to best meet their needs. Provides leadership in selection, evaluation, and implementation of new technologies and products and with the innovation, implementation, and maintenance of technology. Analyzes functional requirements and advises users in the planning, selection, implementation and use of solutions to address business requirements.
Collaborate with computing colleagues on division-wide technology projects. Create orientation programs; provide small group and desk side training. Develop new learning solutions including video and webinars. In coordination with enterprise infrastructure and applications teams, responsible for the development and maintenance of both physical and virtual desktop solutions; work with the database and web teams to develop and extend third-party applications as well as those developed in-house. Work closely with all team members in providing advanced support; pro-actively provide systems management by performing reoccurring tasks such as backups, disaster recovery, application deployment, monitoring, and patch management. Develop and document necessary policies and procedures; training and support materials; as well as maintain knowledgebase of best practices and processes. Prepare reports, proposals, documentation, and other communication materials. Maintain inventory and perform audits; track computing resources for University Life, maintains, and develops enhancements for tracking systems.
Participate in cross-university teams to evaluate, establish, and/or deploy new technologies or processes for the division, such as participating in evaluation teams, the Super User Group, special interest groups, and service teams. Co-manages part-time staff, including hiring, training, and day-to-day supervision.

Job Description

Responsibilities:

  • Provide technology support and expertise in administrative computing for the Division of University Life. Diagnose and resolve complex technical problems with computing hardware, software, and network services; working daily with a variety of individuals across the Division with technology expertise, exercising independent judgment in determining how to best meet their needs. Co-manages part-time staff, including hiring, training, and day-to-day supervision.
  • Collaborate with computing colleagues on division-wide tech projects. As directed, Implements the Technology Management Plan; as well as rollouts of new and upgraded technologies. Provides leadership in selection, evaluation, and implementation of new technologies and products as well as innovation, implementation, and maintenance of technology. Analyzes functional requirements and advises users in the planning, selection, implementation and use of solutions to address business requirements.
  • Works closely with all team members in providing advanced support; pro-actively provide systems management by performing reoccurring tasks such as backups, disaster recovery, application deployment, monitoring, and patch mgmt. In coordination with enterprise infrastructure and applications teams, responsible for the development and maintenance of both physical and virtual desktop solutions; work with the database and web teams to develop and extend applications.
  • Develop and document necessary policies and procedures; training and support materials; as well as maintain knowledgebase of best practices and processes. Prepare reports, proposals, documentation, and other communication materials. Maintain inventory and perform audits; track computing resources for University Life, maintains, and develops enhancements for tracking systems.
  • Keeps abreast of current technology; perform product research/design; and maintains expert knowledge of Penns and VPULs supported hardware and software. Participate in cross-university teams to evaluate, establish, and/or deploy new technologies or processes for the division, such as participating in evaluation teams, the Super User Group, special interest groups, and service teams.
  • Create orientation programs; provide small group and desk side training. Develop new learning solutions including video and webinars.
  • Other duties and responsibilities as assigned.


Qualifications:

Level B: Bachelor's degree and at least 1 years experience supporting a variety of computing systems and software or an equivalent combination of

education and experience. Experience providing technical support for Windows, Macintosh and mobile operating systems, preferably in an academic computing environment. Ability to thrive in a customer- driven, technically-focused environment, and adapt well to a changing and variable work experience. Excellent interpersonal, oral and written communication skills, independent problem-solving and decision-making, self-direction, and ability to handle complex workload. and the ability to present technical materials clearly to non-technical individuals. Ability to work with a wide variety of customers and colleagues, delivering exemplary technical support with the ability to exercise excellent judgment, confidentiality, and diplomacy in all interactions. Experience with Penn's supported desktop and network applications and Windows 10 desirable. Ability to lift and carry at least 25-50 pounds, to transport equipment on carts or dollies across campus, to use tools requiring high dexterity required. Must have demonstrated organizational skills; ability to prioritize and meet deadlines. Ability to work independently and as part of a team and take a leadership role when necessary. Ability to work extended hours and occasional weekends.

Level C: Bachelor's degree and at least 2 years experience supporting a variety of computing systems and software or an equivalent combination of education and experience. Experience providing technical support for Windows, Macintosh and mobile operating systems, preferably in an academic computing environment. Ability to thrive in a customer- driven, technically-focused environment, and adapt well to a changing and variable work experience. Excellent interpersonal, oral and written communication skills, independent problem-solving and decision-making, self-direction, and ability to handle complex workload. and the ability to present technical materials clearly to non-technical individuals. Ability to work with a wide variety of customers and colleagues, delivering exemplary technical support with the ability to exercise excellent judgment, confidentiality, and diplomacy in all interactions. Experience with Penn's supported desktop and network applications and Windows 10 desirable. Ability to lift and carry at least 25-50 pounds, to transport equipment on carts or dollies across campus, to use tools requiring high dexterity required. Must have demonstrated organizational skills; ability to prioritize and meet deadlines. Ability to work independently and as part of a team and take a leadership role when necessary. Ability to work extended hours and occasional weekends.

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Student Services

Pay Range
$42,953.00 - $113,435.00

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.

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: https://www.hr.upenn.edu/PennHR/benefits-pay

To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/Franklin-Building/Information-Technology-Support-Specialist-B_JR00042254

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