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 position at Penn State University is part of the Deskside Support team within Customer Experience, a division of Penn State IT. This role focuses on providing exceptional customer service and technical support to end users for hardware and software issues, supporting approximately 8,000 unique endpoint devices across various non-IT business units. The position requires a mix of in-person and remote work, with a strong emphasis on troubleshooting, relationship building, and process improvement.

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.
• Perform advanced high-level troubleshooting and diagnostics for computer systems and peripherals.
• Manage the life cycle and setup of new equipment.
• Provide and implement innovative solutions to improve efficiency.
• 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

• Salary range of $51,000.00 - $74,000.00 based on experience and qualifications.