Senior IT Support Specialist, Information Technology Services

$51,824 - $85,000/Yr

University of Pennsylvania - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

Educational Services

About the position

The Senior IT Support Specialist at the University of Pennsylvania will play a crucial role in providing technical expertise and support to faculty, staff, and students within the Penn Carey Law community. This position is designed for individuals who thrive in a collaborative environment and are passionate about technology and education. The specialist will be responsible for diagnosing and resolving complex technical issues related to computing hardware, software, and network services. This includes managing the hardware lifecycle of departmental assets such as laptops, monitors, and conferencing accessories, ensuring that all equipment is functioning optimally and is up-to-date. In addition to technical support, the Senior IT Support Specialist will lead staff onboarding and offboarding processes, which involve coordinating accounts, hardware/software resources, and training. The role also includes developing and leading training programs, creating documentation, and providing instructional support for various software applications used within the Law School, including Office 365, Canvas, and Adobe Creative Cloud. The specialist will serve as a liaison for academic and departmental technology projects, identifying and testing new technologies and workflows to enhance the Law School's mission. This position requires a commitment to excellent customer service and the ability to communicate effectively with users of varying technical expertise. The work schedule is 40 hours per week, with occasional evening or weekend hours required, particularly during peak times such as the start of the academic year. Vacation requests will not be accommodated in September, reflecting the busy nature of the academic calendar.

Responsibilities

• Consult with and provide technical expertise, support, and training for the Penn Carey Law community.
• Support various solutions including Office 365, OneDrive, Teams, 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; responsiveness and initiative.
• 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, are a plus.

Nice-to-haves

• Experience with advanced features of collaboration tools and remote configuration/troubleshooting.
• Familiarity with security incident management tools.

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 various goods and services for faculty and staff.
• Flexible work hours and options for non-traditional work arrangements.
• Home ownership services for eligible employees.
• Adoption assistance for qualified expenses related to legal adoption.