Part-Time IT Support Specialist

Pennsylvania State University - Beaver, PA

Part-time - Entry Level

Onsite - Beaver, PA

Educational Services

About the position

The Part-Time IT Support Specialist at Penn State Beaver is responsible for providing tier I technical support to faculty, students, and staff. This role involves diagnosing and resolving user issues, serving as a point of contact for campus technology needs, and ensuring timely support to reduce downtime for users. The position requires flexibility in scheduling and may involve occasional weekend hours for special projects or events.

Responsibilities

• Provide professional, first tier customer service and technical support to users for hardware and software, audio/visual, and other campus technology.
• Analyze, research, and resolve complex end-user technology issues; escalate as necessary.
• Monitor incidents through resolution and maintain communication as required.
• Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures.
• Collaborate with department colleagues on classroom and meeting spaces technology.
• Train customers on new devices and technologies.
• Initialize, maintain, and troubleshoot applications, mobile devices, workstations and servers.
• Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current.
• Initiate, track, and resolve support incidents and provide updates to management.
• Assist in tracking and maintaining hardware inventory.
• Take ownership of, manage, or collaborate on various IT department projects throughout the year.
• Work with and act as a team lead to student help desk employees.
• Stay up to date with new technology and software.
• Provide clear and concise instructions to users on how to resolve technical issues.
• Keep track of customer interactions and technical issues in a database, ticket system, or email.
• Maintain flexibility to cover shifts when other staff members may not be able to be in the office.

Requirements

• High school diploma and 3-4 years of related experience or an Associate's degree plus 2 years of related experience.
• Valid US driver's license and successful completion of a motor vehicle records check.