Part-Time IT Support Specialist

Pennsylvania State University - Monaca, PA

Part-time - Entry Level

Onsite - Monaca, 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. The role involves diagnosing and resolving user issues, serving as a point of contact for technology needs, and ensuring minimal 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.