Senior IT Support Specialist, Client Services, Wharton School

$43,919 - $73,000/Yr

University of Pennsylvania - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

Educational Services

About the position

The Senior IT Support Specialist at the Wharton School of the University of Pennsylvania is responsible for providing high-level technical support to administrative departments. This role emphasizes user-focused service, triage, escalation, and resolution of technical issues, ensuring minimal disruption to business operations. The specialist will also participate in cross-departmental initiatives to evaluate and deploy new technologies, while maintaining a positive customer experience.

Responsibilities

• Diagnose and resolve technical problems with computing hardware, software, and network services.
• Create a positive customer support experience and build strong relationships with clients.
• Function as an escalation point for complex issues and provide advanced technical support.
• Identify high-impact issues and develop resolutions for ongoing problems.
• Assist with the deployment, administration, and maintenance of servers and shared services.
• Participate in cross-department and cross-university teams for technology evaluation and deployment.
• Provide occasional weekend and off-hours support for special events and urgent issues.

Requirements

• Bachelor's degree and a minimum of 3 years of experience in a computer/user support environment or equivalent education and experience.
• Proven advanced technical troubleshooting ability.
• Effective interpersonal skills and excellent customer service.
• Ability to work independently and as part of a team, taking a leadership role when required.
• Demonstrated ability to handle a complex workload with integrity.

Nice-to-haves

• Experience with ITIL/ITSM frameworks.
• Familiarity with a variety of desktop operating systems, including Windows and Mac OS.

Benefits

• Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits.
• Tuition assistance for employees and their families.
• Generous retirement plans with various investment options.
• Substantial time away from work for personal needs.
• Long-term care insurance options for faculty and staff.
• Wellness and work-life resources to support health and balance.
• Professional and personal development resources.
• Access to university resources and cultural activities.
• Discounts and special services for faculty and staff.
• Flexible work hours and options for non-traditional work structures.
• Adoption assistance for eligible employees.