IT Support Specialist

$51,000 - $74,000/Yr

Pennsylvania State University - State College, PA

Full-time

Remote - State College, PA

Educational Services

About the position

The IT Support Specialist at The Pennsylvania State University is a customer service-oriented role focused on providing technical support for a wide range of endpoint devices across various non-IT business units. This position requires a blend of in-person and remote work, with a strong emphasis on customer service, problem-solving, and technical expertise to support approximately 8,000 devices. The specialist will act as a liaison between IT and faculty/staff, ensuring efficient operations and high-quality support.

Responsibilities

• Provide exceptional customer service and technical support to end users for hardware and software.
• Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting.
• Provide advanced high-level troubleshooting/diagnostics for computer systems and peripherals.
• Manage the life cycle and setup of new equipment.
• Implement innovative solutions to improve processes.
• Assist in streamlining department processes for efficiency.
• Foster relationships between IT and faculty/staff.

Requirements

• Associates Degree and 4+ years of relevant experience, or an equivalent combination of education and experience.
• Experience diagnosing and resolving IT problems in response to customer-reported incidents is required.
• Experience troubleshooting issues with user devices and peripheral equipment is necessary.

Nice-to-haves

• Experience training end users in the use of equipment and software is desired.
• Preferred technical knowledge in Active Directory, Configuration Manager, JAMF, Office 365 Suite, Windows, Mac, Android, iOS, and Point of Sales Systems.
• Ability to adjust to an ever-changing work environment.
• Ability to work independently as well as in a team environment and with sensitivity to varied personalities.

Benefits

• Diversity, equity, and inclusion initiatives.
• Commitment to sustainability in all forms.