Senior IT Support Specialist, Information Technology Services

$51,824 - $85,000/Yr

Hospital Of The University Of Pennsylvania - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

Hospitals

About the position

The Senior IT Support Specialist at the University of Pennsylvania's Law School is a pivotal role within the Information Technology Services team, designed to provide comprehensive technical support and expertise to faculty, staff, and students. This position emphasizes a collaborative and collegial environment, where the specialist will engage in diagnosing and resolving complex technical issues related to computing hardware, software, and network services. The role involves managing the hardware lifecycle of departmental assets, including laptops, monitors, and conferencing accessories, ensuring that all technology is functioning optimally to support the Law School's mission. In addition to technical support, the Senior IT Support Specialist will lead staff onboarding and offboarding processes, coordinating accounts, resources, and training for new hires. The specialist will also be responsible for developing and leading training programs, creating documentation, and providing instructional support for various software solutions such as Office 365, Canvas, and Zoom. The position requires a proactive approach to identifying and testing new technologies and workflows that can enhance the educational experience at the Law School. The role is structured around a 40-hour work week, with the possibility of occasional evening or weekend hours, particularly during peak times such as the start of the academic year. The specialist will also be expected to manage multiple tasks and projects simultaneously, demonstrating excellent organizational skills and responsiveness to the needs of the Law School community.

Responsibilities

• Consult with and provide technical expertise, support, and training for the Penn Carey Law community.
• Support various solutions including Office 365, OneDrive, Teams, SharePoint, Canvas, Box, Panopto, Qualtrics, Adobe, and Zoom.
• Provide expert level support and troubleshooting for both Windows and MacOS systems, printers, scanners, AV equipment, and other devices.
• Diagnose and resolve complex technical problems with computing hardware and network services.
• Manage the onboarding and offboarding of staff/faculty, including coordinating accounts, aliases, hardware/software, resources, orientation, training, and follow-up.
• Manage the hardware lifecycle of all departmental assets including laptops, monitors, conferencing accessories, and peripherals.
• Identify, evaluate, and test new technologies, workflows, and services to enhance and support the Law School's mission.
• Serve as a lead/liaison in academic and departmental technology projects and initiatives as well as ITS or campus initiatives/working groups.
• Provide leadership for user training and documentation efforts.
• Develop and provide individual/group and online self-paced training programs.
• Manage internal and user-facing documentation.
• Other duties and responsibilities as assigned.

Requirements

• A Bachelor's Degree in a technical area or technical training equivalent and 2-3 years of advanced-level technical support experience.
• Expertise in supporting Windows and MacOS computers, printers, scanners, and AV equipment and resolving complex technical problems.
• Detailed expert-level knowledge of all parts of Windows and MacOS operating systems and cloud management tools.
• Ability to create tools/scripts to manage systems at scale.
• Expertise with a wide variety of software applications including Microsoft 365, Canvas LMS, Adobe Creative Cloud, Zoom, and Qualtrics.
• Excellent customer service and problem-solving skills; ability to work and communicate with users of varying levels of expertise.
• Strong organizational skills and the ability to work on multiple tasks and projects.
• Skills and experience in IT Service Management and Asset Management.
• Skills in automation, log collection, and programming, including PowerShell, Log Analytics, Azure Functions, and Azure Monitor Agent.
• Skills in EDR/XDR and SIEM tools for security incident management, such as Microsoft Defender and Sentinel.

Nice-to-haves

• Experience with advanced features of collaboration tools and remote configuration/troubleshooting.
• Familiarity with educational technology and learning management systems.

Benefits

• Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits.
• Tuition assistance for employees, spouses, and dependent children.
• Generous retirement plans including Basic, Matching, and Supplemental retirement plans.
• 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 a wide range of University resources and cultural activities.
• Discounts on goods and services for faculty and staff.
• Flexible work hours to promote work-life balance.
• Adoption assistance for eligible employees.