IT Support Specialist

About the position

The Information Technology Department of Donald P. Bellisario College of Communications at Penn State University is seeking a skilled IT Support Specialist to provide computing support to end users, serve as a subject matter expert who will work closely with other members on the team on advanced diagnostics and troubleshooting of intermediate and difficult support issues, provide guidance and support regarding policy and to IT support staff and end users. Supported devices include computers with Windows, Mac, and Linux operating systems (a variety of versions and distributions), Android and iOS mobile devices, and miscellaneous printers, peripherals, and web-conference technologies. Works under minimum supervision on varied and sometimes difficult work assignments, conferring with supervisor or subject matter experts on unusual matters.

Responsibilities

• Provide high level computing support for users with computer hardware, peripherals, computer configurations and software.
• Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff.
• Remediate workstation vulnerabilities through system/software updates and patching.
• Perform hardware/software evaluation and report recommendations to management.
• Track, analyze, forecast, and provide regular updates on Software/Hardware throughout its lifecycle to management.
• Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures.
• Research and provide recommendations for both internal IT and Bellisario users.
• Assist in creation/maintenance of process and performance improvement efforts.
• Train and evaluate new service desk staff, wage, and student employees.
• Provide intermediate to advanced desktop support and vulnerability remediation.
• Coordinate or lead projects.

Requirements

• Use, support, and administration of networked Windows and Apple systems.
• Diagnosis and repair of computer systems.
• Diagnosing issues with network configurations from the endpoint.
• Prior customer service in a service-related role.
• The ability to excel both independently and in a team environment to ensure highest level of availability and performance of the job responsibilities.
• A good comfort level working with underserved and/or underrepresented populations.
• Commitment and ability to successfully advocate for diversity, equity, inclusion and belonging.
• Excellent communication, organizational, problem-solving, and interpersonal skills.
• The ability to be flexible with rapidly changing priorities.
• The ability to multi-task effectively.
• Keen attention to detail and time-management.
• Strong work ethic.

Nice-to-haves

• End-user application support (Microsoft Office, Adobe, and other common office or multi-media apps).
• Skills in troubleshooting and maintaining A/V equipment in high traffic environments (Crestron, Extron, AMX, or similar) are desired.
• Intermediate knowledge of most or all the following technologies: backup and disaster recovery technologies; multi-function printer/fax/copier integrated systems; digital signage systems; and software deployment methods and systems (JAMF, Munki, BigFix).

Benefits

• Medical, dental, vision, and retirement plans.
• Tuition discounts (75% discount for spouse and children).
• Paid holidays.