IT Support Specialist Sr.

IT Support Specialist Sr.

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 Sr.

Job Profile Title
Information Technology Support Specialist Senior

Job Description Summary
The Division of Facilities and Real Estate Services (FRES) provides the expertise, business process, policies and standards required to plan, design, construct, operate, maintain and renew the physical assets of the University, excluding the health system. In addition, the Division, comprised of approximately five Departments, is responsible for the strategic planning, management and operation of non-academic University property, and collaborating with the neighborhood to create a safe, diverse and economically vibrant destination. With close to 12M square feet of space, FRES maintains 186 buildings on a campus of 276 acres, completes over 60,000 maintenance requests per year, and starts approximately 250 projects a year. FRES is comprised of the following Departments: Administration, Office of the University Architect, Design and Construction, Real Estate, Operations and Maintenance.

The University of Pennsylvania is implementing a campus transformation entitled Penn Connects ( ). This comprehensive, award winning effort is expanding the campus over the next 20 years, including the construction of new academic research and recreational facilities. In addition, the University has secured $300M in Century Bond funding and continues to upgrade existing facilities over the coming years.

Job Description

Position Summary:

Under limited supervision, provide primary desktop support for a 250+ system client site in a Windows environment ensuring expert problem resolution and excellent customer service to all users.

Responsible for the deployment of new systems, hardware and software, upgrades and maintenance for PCs, laptops, printers, smartphones and mobile devices running a variety of Operating Systems including Windows, iOS and Android. Support the printing infrastructure which encompasses Managed Print services, user authentication, mobile printing and 28 network printers in a distributed environment.

Provide first and second level technical Help Desk support and assist Network Administrator in coordinating support when external vendor support is required.

Assume primary responsibility for training new users in office automation software. Advise and assist in the selection and use of computing hardware and software.

Execute cyclic replacement programs for computers and smartphones according to divisional standards. Maintain accurate and timely inventory of hardware, software and licenses. Purchase software and hardware. Work with staff to test software releases and provide assistance with the daily operation of departmental database, application, file/print, and web servers. Participate in internal and interdepartmental teams and initiatives as required. Cell phone use required. Non-traditional hours sometimes required. Familiarity with database management reporting tools and experience in database management and report development or strong interest in developing these skills highly desirable.

Principal Position Responsibilities/Duties:
  • Provide levels 1 and 2 computing support and related services to the division of FRES.
  • Diagnose and resolve complex technical problems with computing hardware, software, and network services for local and remote users.
  • Responsible for the deployment of hardware and software, upgrades and maintenance for PCs, laptops, printers, smartphones and mobile devices, running a variety of Operating Systems including Windows, iOS and Android.
  • Responsible for maintaining Asset Inventory Databases and Help Desk.
  • Support/trains users on PC based software.
  • Responsible for the ordering of IT hardware and software.
  • Provides support to Network Administrator in the testing of new software releases and daily operations tasks of database, application, file/print and web servers.
  • Other duties and responsibilities as assigned.

  • A Bachelor's Degree and 3 - 5 years of experience, or equivalent combination of education and experience, are required.
  • Experience in supporting a variety of computing systems and software, preferably within an academic computing environment, including at least 3 years in end-user support required.
  • Strong customer service skills required.
  • Demonstrated ability to provide advice, assistance and training to staff at every level of the organization in the use of computing hardware and software, including PCS, laptops, printers, Android and iOS devices.
  • Demonstrated support level skills with Windows based networking and application software including MS Office suite and a variety of collaboration tools.
  • Demonstrated planning and organizational skills and excellent verbal, written and communication skills required.
  • Ability to maintain confidentiality of sensitive materials.
  • Ability to present technical materials clearly.
  • Ability to work independently and as part of a team.
  • Familiarity with database management reporting tools and experience in database management and report development or strong interest in developing these skills highly desirable.
  • Salary will be commensurate with experience.

*** For consideration, applicants should submit a cover letter expressing interest in this position and a resume outlining background and experience. ​***

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Facilities and Real Estate Services

Pay Range
$51,824.00 - $109,535.33

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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