IT Support Specialist - Division of Finance

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IT Support Specialist - Division of Finance

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
IT Support Specialist - Division of Finance

Job Profile Title
Information Technology Support Specialist A

Job Description Summary
Under limited supervision, provides first-tier desktop support for various departments of the Division of Finance. Office of the Executive Vice President, and Office of Budget Planning and Analysis.

Typical work tasks include installing, configuring, and supporting PC hardware and software, while troubleshooting common technical support issues. Must maintain the confidentiality of sensitive data. Excellent interpersonal and communication skills are essential.

Provides technology services, involving hardware and/or software, to users. Interacts daily with individuals with a variety of technology expertise, exercising independent judgment in determining how to best meet their needs.

Participates in the testing and evaluation of new technology. May develop and deliver instructional programs and prepare instructional resources in support of end-users.

With limited technical oversight, manage hardware, software, and AV equipment troubleshooting, maintenance, and problem resolution for various technologies including Windows, Office 365, Microsoft Teams, Zoom, etc.

Assist in the maintenance and documenting of technical and security policies and procedures, and inventory.

Job Description
  • Provide tier one technical support and troubleshooting to staff and work study students, including support for audio/visual technologies and conference room spaces. Maintain expert knowledge of supported information systems and computing technologies.
  • Interacts respectfully daily with individuals with a variety of technology expertise, exercising independent judgment in determining how to best meet their needs.
  • Configure and deploy PC workstations in accordance with ongoing computer replacement schedules.
  • Provide technology support for desktop and mobile hardware and software to staff. Support approved third party products and integrate to production hardware lifecycle.
  • Provide remote and hands-on technical support and assistance to the end-users suite of office productivity applications and network applications (Microsoft 365, Conferencing tools (Teams & Zoom) as well as Remote Assistance Toolset.
  • Track support issues with internal ticketing system, following-up with staff to ensure timely resolution. Maintain and manage production hardware and software for staff hardware lifecycle. Conduct regular system patching and software updates, implement, retire, and recycle hardware as staff are onboarded/offboarded.
  • Properly document issues and provide regular reports on activity and status of production hardware and software issued to users.
  • Maintain FreshDesk ticketing responses and knowledgebase; ensure updates and create appropriate documentation for common problems, current issues, resolution of problems.
  • Execute departmental computing initiatives and projects. Complete internal and external training programs to develop and improve professional and technical skills.
  • Contribute to evaluation efforts of new technologies and computing platforms as part of continuing improvement and technology modernization efforts.
  • Consistently demonstrate customer service and positive service delivery in the performance of all duties. Keep updated on current technologies; and maintain expert knowledge of Penn's technologies as VOIP Phones (PennFlex), Wireless Network (AirPennNet) and various supported hardware and software.
  • Work with colleagues across campus to leader, adopt, and improve computing standards.
  • Perform additional duties as assigned

  • A Bachelors Degree with at least 1-2 years' experience or equivalent combination of education and experience are required; experience supporting recent and current Windows operating systems, Mac OS, MS Office365 suite, and common networking and utility applications required; knowledge of Windows desktop system administration in an Active Directory environment preferred; familiarity with basic desktop hardware support and maintenance required. Experience in an academic computing environment preferred. Strong customer service orientation and a demonstrated ability to work with colleagues at all levels, including executives. Excellent interpersonal and communications skills, both oral and written. Ability to work independently and as part of a team. Must possess the ability to work and communicate with users of varying levels of technical know-how and expertise. Organization skills and the ability to work on multiple tasks and projects while adapting to frequent change required; ability to work independently with limited direct supervision in a self-motivated and self-directed manner required.
  • Excellent customer service orientation and strong interpersonal and communication skills are required. Must be capable of supporting clients with a wide range of technical abilities and comfort levels. Discretion in handling confidential information and ability to make sound professional judgments required.
  • Good troubleshooting skills are crucial with the ability to independently resolve technical issues. Must be detail oriented and resourceful in solving issues while also able to follow specific guidelines when required, all while maintaining security recommendations and best practices.
  • Must be able to work under pressure, prioritizing multiple tasks and finishing work within stated time frames. Must be able to work both independently as well as part of a team.
  • Strong organizational skills and the ability to work on multiple tasks and projects and adapt to frequent change required.
  • Ability to work independently with limited direct supervision in a self-motivated and self-directed manner required.

Please include a cover letter in your Workday submission. Salary will be commensurate based on the skills, experience, competencies and relevant background for the role.

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Division of Finance

Pay Range
$37,220.00 - $73,228.00

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.

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